GIS Program Manager, Global Service Desk Governance & Digital Experience Lead

The group you'll be a part of

The Global Information Systems Group is dedicated to the success of Lam through providingbest-in-class and innovative information system solutions and services. Together, we supportusers globally with data, information, and systems to achieve their business objectives.

The impact you'll make
As the Global Service Desk Governance & Digital Experience Lead, you will transform the way employees experience IT support worldwide. You will ensure our service desk operates as a strategic enabler-driving governance, compliance, and digital experience excellence across regions. Your success will be reflected in:

• SLA compliance and resolution times
• XLA/DEX sentiment improvement
• MSP compliance and governance maturity
• Increased self-service adoption and automation ROI

What you'll do

Define Global Strategy & Governance
Establish service desk vision aligned with ITIL best practices and organizational objectives, ensuring SLA compliance and MSP adherence. Own Digital Employee Experience (DEX)
Define and monitor Experience Level Agreements (XLAs), driving measurable improvements in user sentiment and productivity. Drive Continuous Service Improvement (CSI)
Deliver initiatives based on analytics and feedback, with clear completion metrics and impact on service quality. Lead Automation & Self-Service Adoption
Define roadmap and collaborate with engineering teams to achieve ticket deflection targets and automation ROI. Governance & Vendor Management
Conduct MSP compliance reviews and governance meetings, ensuring contractual adherence and risk mitigation. Major Incident Governance
Act as escalation point for major incidents, coordinating stakeholders to achieve reduced Mean Time to Resolution (MTTR). Who we're looking for

• Must-Have

  • 8+ years in IT Service Management with global governance experience
  • Strong ITIL knowledge (Service Strategy, Design, CSI)
  • Proven experience in vendor/MSP governance and compliance
  • Familiarity with ITSM platforms (e.g., ServiceNow)
  • Excellent stakeholder management and communication skills

  Preferred

  • Experience with XLAs and employee experience frameworks
  • Knowledge of automation and AI-driven service desk technologies
  • Advanced data analytics and reporting skills

Preferred qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred)
• ITIL v3 Certification (mandatory)
• ITIL v4 Certification (mandatory)
• Additional certifications in Service Management or Governance (e.g., COBIT, ISO 20000) desirable

Our commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories - On-site Flex and Virtual Flex. 'On-site Flex' you'll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. 'Virtual Flex' you'll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.

Salary

CA San Francisco Bay Area Salary Range for this position: $92,000.00 -$211,000.00.

The above salary range for this position is relevant to applicants that reside or work onsite in the California, San Francisco Bay Area only. Salary offers will depend on factors that include the location you work from, your level, education, training, specific skills, years of experience and comparison to other employees already in this role. Actual salary may vary from salary offered due to numerous factors including but not limited to unpaid time off, unpaid leave, company mandated shutdown, and other relevant factors.

Our Perks and Benefits

At Lam, our people make amazing things possible. That's why we invest in you throughout the phases of your life with a comprehensive set of outstanding benefits.

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