Chennai, Tamil Nadu
Job Summary
The Global Service Delivery (GSD) Program Manager is responsible for leading cross-functional programs that drive operational excellence, service delivery performance, process improvements, and customer satisfaction across global teams. The role involves managing program execution, stakeholder communication, risk mitigation, and continuous improvement initiatives to ensure business objectives are achieved on time and within budget.
Key Responsibilities
Program Management
Lead end-to-end planning, execution, monitoring, and delivery of strategic programs.
Define project scope, timelines, milestones, and success metrics.
Manage multiple concurrent projects across global teams and regions.
Track program performance and provide regular status updates to leadership.
Stakeholder Management
Partner with business leaders, customers, vendors, and cross-functional teams.
Facilitate program governance meetings and executive reviews.
Ensure alignment between business objectives and delivery outcomes.
Service Delivery Excellence
Drive operational efficiency and process standardization.
Monitor SLAs, KPIs, and service quality metrics.
Identify and implement continuous improvement opportunities.
Ensure adherence to organizational policies and compliance standards.
Risk & Issue Management
Proactively identify program risks and develop mitigation plans.
Manage escalations and resolve issues impacting delivery.
Maintain risk registers and communicate key concerns to stakeholders.
Reporting & Analytics
Develop dashboards and executive reports.
Analyze program performance data and recommend improvements.
Present insights and progress updates to senior management.
Required Qualifications
Bachelor's degree in Business, Engineering, Information Technology, or related field.
5+ years of experience in Program Management, Project Management, or Service Delivery.
Experience managing global and cross-functional teams.
Strong knowledge of project management methodologies (Agile, Waterfall, Hybrid).
Proficiency in Microsoft Office Suite, Power BI, Jira, Smartsheet, or similar tools.
Key Responsibilities
GSD Manager
Skill Requirements
GSD Manager
Other Requirements
GSD Manager
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