Program Manager - IT Service Delivery Manager

Job Title: Program Manager – IT Service Delivery (Manager)

Location:

Experience:

Notice Period:

Job Summary

Account Owner and Service Owner

Key Responsibilities

1. Service Delivery & Operations

• Monitor daily IT service performance, uptime, and availability.
• Manage incidents, service requests, and escalations (L1–L3) ensuring SLA compliance.
• Ensure service continuity, DR readiness, and smooth operations.
• Oversee escalated tickets, backlog reduction, and aging ticket management.
• Conduct call reviews (P1–P4), analyse reopened and rejected calls.
• Track capacity utilisation, attendance, rosters, and shift adherence.
• Drive First Call Resolution (FCR), same-day closures, and SLA improvements.

2. ITSM & Process Management

• Define, implement, and maintain ITSM processes:
• Incident Management
• Problem Management
• Release Management (impact assessment)
• Configuration & Asset Management
• Service Level Management
• Ensure alignment with

  ITIL

  and

  ISO 20000

  standards.
• Review and approve SOPs, ensure QMS compliance, close NCs.
• Maintain knowledge repositories (KEDB, KT documentation).

3. Governance & Reporting

• Prepare and publish KPI dashboards, SLA reports, and operational metrics.
• Lead internal governance reviews:
• MBR / WSR
• DP MBR
• Tech Reviews
• QMS Reviews
• RCA/PIR compliance
• SEBI & regulatory reviews
• Monitor vendor performance, OLA adherence, and contract compliance.
• Govern Dialler performance (AHT, ACW, rejection rates).
• Track compliance with Three-Strike policy, R&R programs, and skill assessments.

4. Customer Experience & Quality Management

• Monitor and drive NPS, CSAT, and TSAT scores.
• Conduct quality audits, call reviews, and feedback sessions.
• Improve workforce readiness, skill assessment, and scalability planning.
• Implement initiatives to enhance customer satisfaction and reduce backlog.

5. Technical & Application Support (L2 Support)

• Provide Level 2 support for capital markets platforms and business-critical applications.
• Troubleshoot, analyse, and resolve incidents within SLAs.
• Monitor and support real-time trading systems.
• Collaborate with production support, development teams, OEMs/vendors.
• Perform RCA for recurring issues and manage stakeholder communication.
• Participate in release, patch, and change management cycles.
• Maintain detailed knowledge base and documentation.

6. End-User Support & Infrastructure Assistance

• Provide Level 2 technical support for end-user systems & enterprise applications.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain devices and applications.
• Support VoIP, email, VPN, collaboration tools, and security requests.
• Offer proactive monitoring, preventive maintenance, and improvement suggestions.
• Support compliance audits and follow security protocols.