West IT Services Lead - AI-Driven, Multi-Site Operations

Boston Consulting Group; San Francisco (CA); Hybrid; USD 127,000 - 165,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Parental Leave

Paid time off

Job summary

Boston Consulting Group is seeking a West IT Service Senior Manager to lead IT services across the NAMR West System, driving an AI-first, experience-led operating model. You will oversee end-to-end service delivery, governance, and stakeholder engagement, shaping how technology supports regional business goals.

You will coach local IT Managers, manage CapEx, drive automation, and ensure compliance with security and regulatory requirements while partnering with senior leadership and global IT

Qualifications

• 8–12+ years in IT service delivery within a global matrix in professional service environment or equivalent.
• Proven experience running multi-site or regional service delivery across geographically dispersed teams.
• Strong grounding in ITIL service management disciplines (Incident, Problem, Change, Major Incident).
• Background in service transformation or operating model redesign.
• Exposure to AI, automation, or digital workplace transformation initiatives (preferred).
• Proven leadership of remote, cross-cultural teams.
• Demonstrated OPEX/CAPEX ownership and vendor/carrier strategy leadership.
• Track record partnering with senior leadership, Finance, HR, and MDPs.
• Demonstrated ability to drive innovation and experimentation in IT environments.
• Experience leveraging data and analytics to improve service quality and user experience.

Responsibilities

• Maintain responsibility for end-to-end IT service delivery across NAMR West System.
• Lead the IT Services function to an AI-first, experience-led operation with automation and data-driven decisions.
• Own West ITS KPIs and SLAs and evolve metrics towards outcomes.
• Partner with senior leadership to align IT capabilities with business priorities.
• Act as the primary contact for local business leadership as Tech@BCG face in the region.
• Plan and govern West IT CapEx and vendor strategy; negotiate contracts.
• Drive risk management, security, and regulatory compliance across IT services.
• Coach and develop staff with emphasis on upskilling in AI, automation, and digital workplace.

Skills

IT Service Delivery

ITIL

Leadership

Automation

Vendor governance

Remote leadership

Data analytics

Stakeholder management

Education

Bachelor's in IT / Computer Science

Tools

ITSM software

Automation platforms

Job description

Boston Consulting Group is seeking a West IT Service Senior Manager to lead IT services across the NAMR West System, driving an AI-first, experience-led operating model. You will oversee end-to-end service delivery, governance, and stakeholder engagement, shaping how technology supports regional business goals.

You will coach local IT Managers, manage CapEx, drive automation, and ensure compliance with security and regulatory requirements while partnering with senior leadership and global IT