Principal Program Manager (Ai)

TL;DR

Principal Program Manager (AI): Designing and operationalizing the next-generation Support Delivery Model for a rapidly growing AI Infrastructure organization with an accent on establishing operational excellence across Incident Management, Problem Management, Change Management, and Customer Success Management. Focus on driving process maturity, operational visibility, and service quality across global teams.

Location: US

Company

hirify.global is an AI Cloud Support Strategy & Operations company.

What you will do

• Lead the design and implementation of a scalable AI Cloud Support Delivery Model aligned with ITIL service management principles.
• Lead complex cross-functional programs that improve operational efficiency, service reliability, and customer experience.
• Drive adoption of ITIL-aligned service management processes across the organization.
• Act as a strategic liaison between Support, Engineering, Product, and Datacenter Operations to ensure alignment on operational priorities.
• Develop executive-level dashboards and reporting mechanisms to communicate program progress, operational health, and service performance.
• Translate strategic objectives for AI infrastructure support into actionable programs and operational frameworks.

Requirements

• Bachelor’s degree in computer science, Information Systems, Engineering, or a related field (master’s degree preferred).
• 7–10+ years of experience in program management, operations strategy, or service delivery within cloud infrastructure, AI infrastructure, or large-scale distributed systems environments.
• Experience working within technical support organizations, cloud operations, or site reliability engineering environments.
• Proven experience leading cross-functional programs involving engineering, infrastructure, and operations teams.
• Experience implementing or operating within ITIL-based service management frameworks.

Nice to have

• PMP, PgMP, or ITIL certification is a plus.

Culture & Benefits

• Champion a culture of operational excellence, accountability, and continuous improvement across the support organization.