DIRECTOR - Program Management

Job Description

Key responsibilities

• Establish delivery governance, service reviews, operational scorecards and escalation paths.

• Own SLA/KPI performance, staffing health, productivity, quality, risk and customer satisfaction.

• Coordinate tower directors and shared services to resolve cross-tower constraints.

• Lead major incident, delivery recovery and continuous-improvement programmes.

• Ensure commitments are supported by approved scope, dependencies, baselines and change control.

Experience and capability requirements

• 18+ years in global delivery leadership with large multi-tower teams.
• 10+ Years in KPO Delivery senior role is MANDATORY

• Experience in healthcare analytics, data platforms, managed services or comparable KPO environments.

• Strong quality, governance, financial and workforce-management capability.

• Track record of building high-performing leadership teams.

Core competencies

• Executive stakeholder management

• Structured problem solving and decision-making

• Quality, risk and governance discipline

• Clear written and verbal communication

• Leadership-team development

• Commercial and operational judgement

Reference Number

INTGAN01-14-1