> Markdown version of [/jobs/ext/4163216-west-it-service-senior-manager](https://www.wearedevelopers.com/jobs/ext/4163216-west-it-service-senior-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # West IT Service Senior Manager - **Company:** Boston Consulting Group - **Location:** Los Angeles, CA, United States - **Experience:** Expert - **Salary:** $127,000 - $165,000 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, EHealth, Information Technology - **Published:** October 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=36e82a588fcb9dcc ## About the Role * Technical & functional expertise: designs pragmatic standards, transfers know-how across offices. * Demonstrated success driving automation adoption and self-service at scale, not just piloting it * Problem solving & insight: structures ambiguous issues; frames trade-offs for senior decisions. * Effectiveness & value creation: drives measurable outcomes; anticipates risks; meets deadlines. * Communication, presence & influence: concise executive communication; adapts style; drives decisions. * Teaming & collaboration: builds strong cross-functional partnerships; resolves conflict * constructively. * People development & leadership: sets direction, coaches, manages performance, builds bench strength. * Role model: integrity, confidentiality, inclusion; growth mindset. * Strong vendor governance instincts: you set clear expectations, track them rigorously, and act when they are missed * 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 What You'll Bring * 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), with experience leading SLA / XLA-driven operations * Background in service transformation or operating model redesign: you have changed how a function works, not just run it * 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, beyond traditional service delivery. * Experience leveraging data and analytics to improve service quality and user experience Role Expectations: Maintains a flexible and proactive approach to supporting business objectives, including availability to work outside standard business hours as needed to meet project timelines and deliverables. Regional travel is required across the West System. ## Description Lead the IT Services organization across the NAMR West System. Accountable for end-to-end IT service delivery, IT system-level governance, stakeholder engagement, and representation in global IT forums. Ensures West business and regulatory requirements are represented in global standards, policies, and investment decisions. Beyond operations, this role demands a genuine people leader. Someone who invests in their team, listens before they act, and creates an environment where people do their best work. Within the broader NAMR IT Service community, this person is a collaborative and engaged peer: sharing what works, supporting colleagues across other regions, and contributing to a function that is stronger because its leaders work well together. If you lead with integrity, bring others with you, and take the success of the team as seriously as your own, this role is for you WHAT YOU'LL DO Our mission is to provide leading IT services to BCG worldwide, continuously improving productivity and increasing the value and satisfaction of the products, services, and tools BCG IT offers leveraging AI, automation, and modern technologies to transform how work gets done. As the West IT Service Senior Manager, you act as the functional leader for your team of local IT Managers and Core Staff members, holding responsibility for all IT Service teams within the BCG West offices. You will drive an AI-first, experience-led approach to IT services, embedding automation, continuous improvement, and change management into day-to-day operations. You report directly to the Regional IT Service Senior Director and carry overall responsibility for the IT function across the West offices., * Lead IT Services across the seven offices in the West System * Lead the evolution of the IT Services function from a traditional service model to an AI-first, experience-led operation by embedding experimentation, automation, and data-driven decision-making into local IT services. * Own West ITS KPIs and SLAs while evolving towards experience-based and outcome-driven metrics (e.g., digital health, productivity, user journeys). * Act as a strategic technology partner to the West leadership, aligning IT capabilities with business priorities and future workforce needs * Serve as the primary point of contact for local business leadership across all West offices as the face of Tech@BCG in the region * Plan and govern West IT CapEx and vendor/carrier strategy; negotiate contracts to balance * resilience, cost, and UX. * Serve as the West's single accountable owner for IT Services; partner with West Senior Leadership, office/system MDPs, and global IT/Finance/HR. * Sponsor and drive RtB activities, cost management, and transparency at System level. * Identify and scale opportunities leveraging AI, automation, and emerging technologies to transform IT service delivery and user productivity. * Ensure onboarding/training consistency across the West System offices * Lead risk management and escalations; ensure compliance with security and regulatory requirements * Coach and develop your core staff, with a strong focus on continuous upskilling to meet the evolving demands of AI, automation, and the digital workplace.