Global IT Service Manager

Company: Boston Consulting Group
Location: Atlanta
Posted on: April 18, 2025

Job Description:

Locations: Boston - AtlantaWho We AreBoston 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.

What You'll DoAs the IT Issue Resolution Manager, you will be part of the Issue Escalation & Response (IE&R) Center of Excellence (CoE) - one of five CoEs within the IT Service function. You'll lead and resolve user escalations from BCG internal colleagues, including highly visible VIP incidents and escalations related to products, services, or other topics.Your primary focus is to provide executive-level attention and white-glove support, serving as a single point of contact for senior leadership. You'll proactively and reactively manage critical issues, ensuring rapid resolution while minimizing disruptions to schedules and productivity.To achieve this, you will engage with key stakeholders across the business-from Level 1 (Service Center) through to Levels 3 and 4 (Engineering Squads, Product Owners, and vendors)-to accelerate resolution and enhance customer satisfaction.You'll use a data-driven approach to tackle emerging problems, identify root causes, and prevent recurrence.You'll also:

• Drive operational excellence in managing incidents, problem records, and request fulfilment in line with BCG ITSM processes and standards.
• Create and maintain documentation (configuration, monitoring, processes, knowledge base articles, training materials) and share best practices with other ITS colleagues.
• Participate in and add value to projects and initiatives as needed.YOU'RE GOOD AT
  • Taking ownership of complex issues and delivering timely, high-quality results.
  • Providing VIP/Executive-Level Support, ensuring urgent and confidential attention to senior leaders while minimizing disruption to their work.
  • Analysing and solving problems with strong attention to detail, performing thorough root cause analysis which can then be shared with Product Teams
  • Translating technical information into clear, concise language for non-technical stakeholders, including senior leadership.
  • Thinking laterally, devising bespoke solutions where standard approaches may not suffice.
  • Leveraging your experience to advise and collaborate with BCG colleagues, ITS teams, Agile Squads, and other BCGers
  • Managing stakeholders at all levels and facilitating coordination with Product and Engineering teams to drive solutions.
  • Monitoring and driving escalations from initiation to resolution, effectively coordinating cross-functional resources.
  • Communicating effectively with customers to set and manage expectations.
  • Reporting and escalating efforts to resolve complex customer experience challenges.
  • Serving as the central point of contact for customers, key stakeholders, and senior leadership.
    
    What You'll BringEducation
    • B.Sc. or equivalent preferred, ideally in computer science, IT, or another technical field.Experience and Knowledge
      • 7+ years of IT operations and related experience, preferably in a high-touch environment (Business analysis skills are also beneficial.)
      • Proven expertise and demonstratable experience in Microsoft OS and it's tool stack (Windows 10/11, MS Office), with relevant certifications.
      • macOS support experience/certification is highly beneficial.
      • Familiarity with performance and stability optimization tools, as well as DEX tools and methods.
      • Strong verbal and written communication skills for both technical and non-technical audiences.
      • High customer service orientationwith the ability to prioritize and execute tasks under pressure.
      • Demonstrated ability to ** relationships, influence stakeholdersand have difficult conversations when necessary.
      • Collaboration skills for working cross-functionally with Product and Engineering teams.
      • Escalations/Incident Management and Problem Management knowledge as per ITIL
      • Exposure to Agile methodologies beneficial.Key Competencies
        • Exercise strong judgment in areas where policies are not well defined
        • Use a data driven approach, with logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and recommend the most appropriate course of action
        • Dissect potentially complex problems to develop and evaluate options to implement solutions
        • Function effectively in a dynamic, fast-paced environment
        • Occasional weekend work as the business requires
          
          Who You'll Work WithBCG's information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow.
          You will work with a broad spectrum of IT and other BCG leaders, including:
          • Technical Area Leads, Product Owners, and Portfolio Leads that run our digital product teams - including Personal Productivity, Digital Collaboration and SIP
          • ITS Team Management and IT Leadership Team members
          • Service Center Directors and Senior Directors to ensure seamless IT support, contribute to continuous improvement and help drive digital transformation to help ultimately deliver an exceptional customer experience
          • Change and communication teams
            
            Boston Consulting Group is an Equal Opportunity Employer. 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. for more information on E-Verify.

Keywords: Boston Consulting Group, Atlanta , Global IT Service Manager, Executive , Atlanta, Georgia