Senior Program Manager
Role Overview
Lead and govern multiple projects and strategic initiatives, ensuring end-to-end program delivery aligned with business objectives.
The role includes stakeholder management, financial oversight, risk mitigation, resource planning, and management of cross-functional and geographically distributed teams.
The posting identifies Vijayawada, Andhra Pradesh.
Key Skills for This Role
Full Job Posting
Job summary
Lead and govern multiple projects and strategic initiatives, ensuring end-to-end program delivery aligned with business objectives.
The role includes stakeholder management, financial oversight, risk mitigation, resource planning, and management of cross-functional and geographically distributed teams.
The posting identifies Vijayawada, Andhra Pradesh.
Service delivery and governance
- Own end-to-end service delivery for assigned accounts and programs.
- Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.
- Lead incident, problem, change, and service request management processes.
- Conduct regular service reviews and governance meetings with customers and stakeholders.
- Track service performance, identify improvement opportunities, and drive corrective actions.
- Manage customer escalations and ensure timely resolution.
Operations and account management
- Drive operational excellence, automation, and continuous service improvement initiatives.
- Collaborate with project teams, support teams, vendors, and business stakeholders.
- Manage service risks, dependencies, and mitigation plans.
- Ensure adherence to ITIL processes, quality standards, and organizational policies.
- Oversee resource planning, utilization, knowledge management, and team development.
- Support contract management, renewals, and account growth opportunities.
- Prepare and present operational dashboards, service reports, and executive summaries.
Required qualifications
- Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field.
- 10+ years of IT industry experience, including 3+ years in Service Delivery Management.
- Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.
- Strong understanding of ITIL processes and service management frameworks.
- Proven experience in customer-facing roles and stakeholder management.
- Experience managing geographically distributed teams.
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