Senior Program Manager - IT Services Delivery & Support

Sr.Program Manager- IT Services Delivery and Support

We are currently looking for a Sr.Program Manager- IT Services Delivery and Support for one of the topmost IT Services and outsourcing MNCs in India. The position is to be based at Hyderabad.

Company Profile :

Our client is one of the topmost IT Services MNC in India and is part of an integrated and diversified group. With a market capitalization of over US $ 20 billion and a turnover of US $ 10 billion, It provides best in class IT and support services to clients across industries helping them automate, innovate and improve operations efficiencies through e-commerce, mobile applications, cloud computing, digital transformation, data analytics, Testing, enterprise application integration and enterprise resource planning.

Roles & Responsibilities

Responsibilities:

- Responsible for managing Delivery and Operations of portfolio of projects across IT Operations, and Customer Support specializing in customer engagement and business performance in Cloud Ops space.

Job Profile:

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

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

- Manage customer relationship in the account from 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 process.

- Provide continuous monitoring methods for the stability of existing processes. Conduct regular review of project progress & report status to internal delivery leadership. 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).

Skills & Experience:

- Total experience of 12-15 years of IT experience 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 mix of project types and technologies.

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

- Hands on experience in 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.

- Ability to build high performing teams, mentoring team members, building a strong second line, ability to attract & retain talent.

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

- Ability to provide coherent vision, strategic plans, and leadership to achieve peer/stakeholder buy-in and successful alignment with business vision.

- Able to deal with diverse set of stakeholders and tune abstraction levels to be able to communicate effectively from a campus mind level to client program sponsor

- 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.

Job Location: Hyderabad

Salary: Best in the industry (Should range around Rs.30.0-35.0 Lpa, although not a limiting factor)

For this we require you to furnish the following details:

1.Your latest updated CV as a word/pdf attachment.

2. Pls confirm your willingness to work in / relocate to Hyderabad

3. Your Current notice period

Lalit
Options India