West IT Service Senior Manager

Boston Consulting Group•Los Angeles, CA

7d•$127,000 - $165,000•Hybrid

About The Position

The West IT Service Senior Manager leads the IT Services organization across BCG’s seven-office West System. The role is accountable for end-to-end IT service delivery, IT system-level governance, stakeholder engagement, and representing West business and regulatory requirements in global standards, policies, and investment decisions. It leads local IT Managers and Core Staff, serves as the primary IT contact for West business leadership, and reports to the Regional IT Service Senior Director. The role drives the evolution from a traditional service model to AI-first, experience-led IT operations, embedding automation, experimentation, data-driven decisions, continuous improvement, and change management. It owns West IT KPIs and SLAs, IT CapEx and vendor/carrier strategy, system-level cost management and transparency, risk management, escalations, and compliance. The position also develops staff and collaborates with West leadership and global IT, Finance, and HR partners. The position is generally expected to be performed from a BCG office or in person with clients around 50% of working time, depending on business needs and local policies. Regional travel across the West System is required, and availability outside standard business hours may be needed. Compensation includes a location-dependent base salary, performance bonus, retirement contributions, and benefits.

Requirements

8–12+ years of IT service delivery experience in a global matrix, professional services environment, or equivalent.
Proven experience running multi-site or regional service delivery across geographically dispersed teams.
Strong grounding in ITIL service management disciplines, including Incident, Problem, Change, and Major Incident management.
Experience leading SLA- or XLA-driven operations.
Background in service transformation or operating model redesign.
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 using data and analytics to improve service quality and user experience.
Ability to structure ambiguous problems, frame trade-offs for senior decisions, and drive measurable outcomes.
Strong executive communication, influence, collaboration, and constructive conflict resolution skills.
People leadership skills, including setting direction, coaching, managing performance, and building bench strength.
Integrity, confidentiality, inclusion, and a growth mindset.
Strong vendor governance skills, including setting expectations, tracking performance, and taking action when expectations are missed.
Emotional intelligence, composure, tact, patience, and ability to handle stressful situations.
Flexible and proactive approach to supporting business objectives, including availability outside standard business hours as needed.
Ability to travel regionally across the West System.

Nice To Haves

Exposure to AI, automation, or digital workplace transformation initiatives.

Responsibilities

Lead IT Services across the seven offices in the West System.
Lead the evolution of IT Services toward an AI-first, experience-led operation through experimentation, automation, and data-driven decision-making.
Own West IT KPIs and SLAs and evolve toward experience-based and outcome-driven metrics.
Act as a strategic technology partner to West leadership, aligning IT capabilities with business priorities and future workforce needs.
Serve as the primary point of contact for local business leadership and represent Tech@BCG across West offices.
Plan and govern West IT CapEx and vendor/carrier strategy, including contract negotiation.
Serve as the single accountable owner for West IT Services and partner with West Senior Leadership, office/system MDPs, and global IT, Finance, and HR.
Sponsor and drive RtB activities, cost management, and system-level transparency.
Identify and scale opportunities using AI, automation, and emerging technologies to transform service delivery and user productivity.
Ensure consistent onboarding and training across West System offices.
Lead risk management and escalations and ensure compliance with security and regulatory requirements.
Coach and develop Core Staff, with an emphasis on ongoing upskilling for AI, automation, and the digital workplace.
Develop pragmatic technical standards and transfer know-how across offices.
Evaluate existing systems and recommend replacements or upgrades.
Drive measurable service outcomes, manage vendor expectations, and build cross-functional partnerships.
Travel regionally across the West System and be available outside standard business hours as needed for project timelines and deliverables.

Benefits

Annual discretionary performance bonus of up to 20%.
Retirement contribution starting at 5% and increasing to 10% after two years.
Zero-dollar health insurance premiums for employees, spouses, and children.
Low $10 copays for doctor visits, urgent care, and generic prescriptions.
Dental coverage, including up to $5,000 in orthodontia benefits.
Vision insurance covering glasses and contact lenses annually.
Reimbursement for gym memberships and other fitness activities.
Fully vested annual Profit Sharing Retirement Fund contributions, whether or not the employee contributes.
Option to make personal contributions to a 401(k) plan.
Paid Parental Leave and family benefits, including elective egg freezing, surrogacy, and adoption reimbursement.
Paid time off including 12 holidays per year, an annual office closure between Christmas and New Year’s, and 15 vacation days per year.
Paid sick time as needed.