Experience: 12-20 years
Location: Bangalore, INDIA
Qualification: Bachelors
Job Overview:
The Senior Program Manager will oversee the IT Services business portfolio, ensuring smooth delivery, operational performance, customer engagement, and business growth. The role also includes leading Data Analytics initiatives, ensuring successful execution of dashboards, insights, and analytics deliverables. This position requires strong program governance, cross-functional coordination, customer management, and a solid understanding of technology-driven business operations.
Key Responsibilities:
IT Services Business Oversight:
- Manage overall performance of the IT Services business line including delivery, customer experience, revenue contribution, and operational health.
- Track service delivery KPIs such as turnaround time, productivity, customer feedback, and issue resolution.
- Coordinate with infrastructure, cloud, support, and application teams to ensure customer commitments are met.
- Oversee onboarding of new clients, service expansions, and new service rollouts.
- Identify opportunities for process improvement, automation, and cost optimization.
Program Management:
- Build and manage program plans, timelines, communication structures, and dependency tracking.
- Ensure visibility through structured status reports, dashboards, and leadership updates.
- Manage risks, issues, and cross-functional alignment.
- Lead internal and external review meetings with stakeholders.
Data Analytics Project Management:
- Lead analytics initiatives including dashboards, reports, data migrations, and insight-driven projects.
- Work closely with data engineers, analysts, and business users to define requirements and deliver measurable outcomes.
- Ensure structured execution including scope definition, milestones, testing, UAT, and rollout.
- Support data accuracy, usability, and adoption of analytics solutions.
Customer & Stakeholder Engagement:
- Act as the primary contact for customers and business units for the IT Services portfolio and analytics programs.
- Translate business requirements into delivery plans while managing expectations effectively.
- Handle escalations, clarify priorities, and maintain strong, trust-based relationships.
Business & Financial Management:
- Monitor budgets, forecasts, and cost versus revenue metrics for the IT Services portfolio.
- Collaborate with leadership on pricing strategies, proposals, renewals, and service expansion opportunities.
- Prepare business reviews and performance insights for executive leadership.
Team & Vendor Coordination:
- Work with cross-functional teams including developers, analysts, infrastructure engineers, support teams, and data teams.
- Manage external vendors or partners involved in IT services or analytics delivery.
- Ensure clarity of deliverables and alignment with overall program goals.
Required Qualifications:
- Bachelor’s degree in Computer Science, IT, Data, Engineering, or related field.
- 12–20 years of experience managing IT Services business operations or technology delivery functions.
- Minimum 3 years of experience managing Data Analytics or BI projects.
- Strong program management and customer-facing experience.
- Good understanding of analytics tools such as Power BI, Tableau, SQL, or equivalent platforms.
- Excellent communication and cross-functional leadership skills.
Preferred Qualifications:
- PMP, Agile, or other program management certifications (optional).
- Experience managing multi-country delivery teams.
- Experience with cloud environments (Azure or AWS) from a delivery perspective.
Key Competencies:
- Customer-centric approach.
- Strong business and delivery ownership.
- Excellent planning and execution discipline.
- Analytical mindset with data-driven decision-making capability.
- Ability to manage ambiguity and multi-team environments.
- Strong communication and stakeholder management skills.
