Program Manager | Managed Services - Europe

Job Description

About GSPANN GSPANN is a global IT services and consultancy provider headquartered in Milpitas, California (U.S.A.). With five global delivery centers across the globe, GSPANN provides digital solutions that support the customer buying journeys of B2B and B2C brands worldwide. With a strong focus on innovation and client satisfaction, GSPANN delivers cutting-edge solutions that drive business success and operational excellence. GSPANN helps retail, finance, manufacturing, and high-technology brands deliver competitive customer experiences and increased revenues through our solution delivery, technologies, practices, and operations for each client. For more information, visit www.gspann.com Job Position: Program Manager | Managed Services (Europe) Experience: 12 + Years Location: Gurugram (5 day's working from Office) Availability: Who can join Immediately to 3 week (max) only Must have Skills: Program Management, Team Management & Scaling, SAP, Customer Engagement, SAP, Service Desk, Network, Infrastructure, IT Operations, and Analytics Role & responsibilities Program management for large application. Lead the Delivery and providing a customer-facing role . Oversee the full delivery for a portfolio of complex support towers, ensuring service excellence and client satisfaction. Define and implement a strategy to transition and build larger support teams. Drive the portfolio towards high standards of performance and stability, enhancing end customer experience. Implement strategies to improve client and employee satisfaction, increase CSAT scores and reduce project attrition. Define standards and process frameworks. Identify areas of improvement, automation and shift left opportunities and implement the same. Drive governance calls, implement governance and analytical reports. Analyze performance issues and provide suggestions for tuning. Transform support team to SREs. Should be able to define and drive accelerators. Work from India offshore and should be able to work the European clients during CET timings. Required Skills & Qualification Should have 15+ years of experience in leading large-scale applications. Should have 8+ experience in a leadership role within a Managed Services environment Should have very good understanding of the IT Infrastructure Library (ITIL) framework and various IT Service Management (ITSM) tools available in the marketplace (Major Incident management, Problem management, Change management etc) Should possess strong expertise in Managed Services, cloud technologies, and emerging tech trends Should have exposure and good understanding of Open AI Should be hands on project governance Should be able to understand and communicate business strategy and drive technology solutions Should have knowledge on any of the APM tools (SolarWinds, Splunk, Datadog, Moogsoft) Should be able define and derive SLAs, KPIs required for a support project Should have experience in transitioning of large applications Should have thorough understanding of Knowledge management office Should have end to end understanding of a large-scale application (Cloud, Infra, Network, Storage, Database) Good understanding of any of the SAP modules is and added advantage Should be able to maintain cross vendor relationships Excellent client interfacing skills Significant experience in implementing automations Sound have experience in introducing and managing monitoring and alerting systems Demonstrated experience in improving system performance and stability Proven ability to lead and inspire teams, excellent communication skills, and a strategic mindset Exposure to work with European clients