Noida, Uttar Pradesh
Job Summary
The DFS Program Manager is responsible for leading large-scale Digital Foundation Services programs across Private Cloud, Public Cloud, Network, Workplace, Security, Compliance, and Infrastructure Operations. The role drives delivery excellence, customer satisfaction, financial performance, transformation initiatives, automation adoption, and strategic governance while ensuring service commitments are met across multiple towers and geographies.
The individual will act as the single point of accountability for program outcomes, stakeholder engagement, operational governance, risk management, resource optimization, and continuous service improvement.
Key Responsibilities
Program & Service Delivery Leadership
Own end-to-end delivery of DFS services across multiple technology towers.
Drive operational excellence through KPI, SLA, and XLAs management.
Ensure adherence to contractual obligations and customer commitments.
Lead service reviews, executive governance meetings, and strategic planning sessions.
Manage cross-functional teams distributed across multiple geographies.
Customer & Stakeholder Management
Build trusted advisor relationships with customer leadership teams.
Present service performance, transformation roadmaps, and business outcomes to senior executives.
Manage escalations effectively and drive timely resolution of critical issues.
Lead major incident governance and crisis management activities.
Financial Management
Own revenue, margin, productivity, and cost optimization targets.
Drive utilization improvement, workforce planning, and resource optimization programs.
Monitor forecast accuracy, financial risks, and budget adherence.
Identify opportunities for growth, renewals, and service expansion.
Transformation & Innovation
Lead automation, AI, AIOps, Agentic AI, Self-Healing, and ModernOps initiatives.
Develop and execute technology transformation roadmaps.
Drive standardization, process optimization, and operational maturity improvements.
Promote adoption of cloud-native and next-generation infrastructure practices.
Governance & Risk Management
Establish robust governance frameworks across all DFS tracks.
Monitor operational risks and mitigation plans.
Ensure compliance with customer, security, audit, and regulatory requirements.
Maintain executive-level risk registers and remediation plans.
People Leadership
Lead large delivery teams comprising technical leads, architects, service managers, and operations teams.
Drive talent development, succession planning, and capability building.
Foster a culture of accountability, innovation, collaboration, and continuous improvement.
Manage performance, engagement, and retention initiatives.
Skill Requirements
Technical Knowledge
Hybrid Cloud (Azure, AWS, GCP)
Private Cloud & Data Center Operations
Infrastructure Management
Network & Security Operations
ITSM / ITIL Frameworks
ServiceNow
Monitoring & Observability Platforms
Automation & Orchestration Tools
AI Operations (AIOps)
Leadership Skills
Strategic Thinking
Executive Communication
Customer Relationship Management
Financial Acumen
Program Governance
Risk Management
Negotiation & Influencing
Change Management
Other Requirements
Key Performance Indicators (KPIs)
SLA / SLO Achievement
Customer Satisfaction (CSAT)
Service Availability
Major Incident Reduction
MTTR Improvement
Automation Benefits Realization
Operational Efficiency Gains
Revenue & Margin Achievement
Resource Utilization
Transformation Program Milestones
Compliance & Audit Scores
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