Program Manager - Large Account - Managed Service - EUC Domain

- Minimum 10-12 yrs. of experience in Project/Program Management having large Managed Service project preferable EUC domain.

- Manage, supervise and co-ordinate the teams catering to all areas of services being rendered under the scope of the contract.

- Identify, setup and review all processes within the service areas.

- Communicate with internal as well as customer stakeholders as frequently as required in all matters pertaining to the contract.

- Assess the risks associated with the program, develop mitigation plans, and maintain the risk register.

- Identify the gaps in the current service delivery and suggest changes to bridge the gaps.

- Ensure that all the SLA deliverables of the contract are being delivered consistently as per the KPIs and norms

- Conduct internal reviews to track the progress, assess the performance of the team and identify improvement areas.

- Conduct reviews with the customer on the performance of the team, SLA achievements, SIPs etc. on a periodic basis.

- Plan and schedule activities in line with the customer plans and milestones for IT initiatives.

- Communicate with Business Heads, key customer business touch points to take feedback on the services.

- Ensure Quality Management and process adherence in project

- Should have managed team of >100 and should be people champ

- Should understand financial aspects of Program like billing, collection, maintaining GM

- Should have good understanding and hands on experience in managing in multiple domain in EUC support like Asset/Vendor/Compliance/Network & Security

- Should have experience of handling high volume of IM/SR tickets ( =>20K Tickets per months, Assets = 40K, SD SLA/KPI, Network uptime, Patch & AV Compliance)

- Good in communication & customer stake holder management