Program Manager- Managed Services

Role Overview: You will be responsible for overseeing and managing service delivery to ensure excellent customer service for all technology solutions and products. Your role will involve effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client. Key Responsibilities: - Oversee and manage service delivery by meeting all contractual/ SLA commitments - Ensure contract compliance and adherence - Review and drive appropriate actions on internal and external audit findings - Monitor and review all projects in the account to ensure quality delivery as per budget and timelines - Lead delivery teams to understand customer goals and key performance metrics - Manage and resolve complex project escalations and potential risks - Ensure effective resource allocation and retention - Plan training batches to backfill client deliveries during crucial periods - Partner with the assigned black belt for continuous improvement initiatives - Contribute to revenue and profitable growth by ensuring agreed targets are met - Identify opportunities for new work in the assigned account - Develop, manage, and leverage relationships in the account to build customer centricity - Drive delivery transformation through automation and innovation focus Qualifications Required: - Bachelor's degree in a relevant field - 10-15+ years of experience in service delivery and project management - Strong understanding of technology solutions and products - Excellent communication and interpersonal skills - Proven track record of meeting revenue targets and identifying growth opportunities - Experience in driving automation and innovation initiatives - Ability to build and maintain strong relationships with clients and internal teams - Knowledge of quality improvement methodologies such as Six Sigma or Lean (Note: No additional details of the company were provided in the job description),