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About the Role

Lead the IT Services organization across the NAMR West System, ensuring end-to-end IT service delivery, governance, and stakeholder engagement. This role demands a people leader who invests in their team and fosters an environment for high performance, while also acting as a collaborative peer within the broader IT community.

Responsibilities

Lead IT Services across the seven offices in the West System.
Drive the evolution of IT Services from a traditional model to an AI-first, experience-led operation.
Own West ITS KPIs and SLAs, evolving towards experience-based and outcome-driven metrics.
Act as a strategic technology partner to West leadership, aligning IT capabilities with business priorities.
Serve as the primary point of contact for local business leadership across all West offices.
Plan and govern West IT CapEx and vendor/carrier strategy, negotiating contracts.
Serve as the West’s single accountable owner for IT Services.
Sponsor and drive RtB activities, cost management, and transparency at System level.
Identify and scale opportunities leveraging AI, automation, and emerging technologies.
Ensure onboarding/training consistency across the West System offices.
Lead risk management and escalations, ensuring compliance with security and regulatory requirements.
Coach and develop core staff, focusing on continuous upskilling in AI, automation, and the digital workplace.

Requirements

8–12+ years in IT service delivery within a global matrix in a 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), with experience leading SLA / XLA-driven operations.
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.
Maintains a flexible and proactive approach to supporting business objectives, including availability to work outside standard business hours as needed.
Regional travel is required across the West System.

Skills

Technical & functional expertise
Driving automation adoption and self-service at scale
Problem solving & insight
Effectiveness & value creation
Communication, presence & influence
Teaming & collaboration
People development & leadership
Integrity, confidentiality, inclusion; growth mindset
Strong vendor governance instincts
Acting as a technical expert by consistently evaluating existing systems and recommending technology for replacements and/or upgrades
Displaying a high level of emotional intelligence, steadfast composure, tact, patience, and the ability to handle stressful situations

Location

San Francisco
Los Angeles

Work Type

Hybrid

Experience Level

8-12+ years

Salary/Compensations

$127,000 - $165,000

Benefits

Zero dollar ($0) health insurance premiums for employees, spouses, and children
Low $10 (USD) copays for doctor visits, urgent care, and generic prescriptions
Dental coverage, including up to $5,000 in orthodontia benefits
Vision insurance with annual coverage for glasses and contact lenses
Reimbursement for gym memberships and other fitness activities
Fully vested Profit Sharing Retirement Fund contributions made annually
Option for employees to make personal contributions to a 401(k) plan
Paid Parental Leave
Family benefits such as elective egg freezing, surrogacy, and adoption reimbursement
12 holidays per year
Annual office closure between Christmas and New Years
15 vacation days per year
Paid sick time on an as needed basis

About the Company

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities.
BCG was the pioneer in business strategy when it was founded in 1963.
Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities.
Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change.
BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose.
We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
At BCG, our people and relationships are at the heart of everything we do.
We believe that in-person collaboration plays an important role in our culture, mentorship, and professional development.
We aim to provide a dynamic and collaborative environment that fosters connection and teamwork.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer.