Sr. Program Manager

Location: Hyderabad

Experience: 10 - 15 years

MUST-HAVES:

- Service delivery, IT Services and in Delivery,

- Should have experience in handling a team size of 200+

- Managed delivery of $10M portfolio

- 10-12+ years of total experience in Customer Support, BPO Organization, IT Services and in Delivery,

- Experience of at least 3-5 years in a client-facing.

Job Description :

Skills & Experience:

- Total experience of 12-15 years of IT experiences in space of Service delivery & Customer support industry.

- 10-12+ years of total experience in Customer Support, BPO Organization, IT Services, and in Delivery.

- Strong experience in Delivery with distributed teams, onsite/offshore, define and implement delivery processes, handle a mix of project types and technologies.

- Managed delivery of $08M-$10M portfolio

- Hands-on experience in the delivery of large-scale Technical and IT operations engagement(s) with a team of at least 200-250 people.

- Demonstrated ability to work in a very fast-paced environment, to manage multiple tasks, to adapt and deliver results in highly unstructured situations.

- Excellent customer interfacing skills and proven ability to interact with the senior leadership team from IT and Business in the customer organization.

- Proficient in articulation, communication and presentation.

- Experience of at least 3-5 years in a client-facing, onsite project/program management role is good to have.

Responsibilities:

- Manage diverse and large geo-distributed teams; sizes that are in the 200+ range.

- Accountability for managing the delivery of a portfolio of engagements across multiple customers in the IT operations, platform maintenance, and customer support domains.

- Manage customer relationships in the account from a delivery perspective and achieve best-in-class satisfaction.

- Accountable for key engagement KPIs such as Service Levels and CSAT.

- Manage operational parameters like revenue recognition, resource utilization, attrition, gross margin, competency mix, campus talent induction, etc., and manage business growth effectively.

- Responsible for people, attrition management, career planning, and development of the team. Drive domain initiatives in the delivery organization and have knowledge specific to customer business processes.

- Ensure all projects are compliant to basic PM & delivery processes such as guidance, staffing, invoicing etc.

- Conceive innovative, high-value solutions for clients in areas of technology or process improvement.

- Identify interdependencies and work to develop plausible solutions. Pro-active Risk and Escalation Management.

- Contribute towards IG initiatives on People/Process/Technology.

- Own and drive at least 1 medium/large proposal in the account(s).

- Willingness to travel domestic and international on a need basis (1-2 times a year).

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