Senior Program Manager

Job Summary

The Senior Manager – Project Management will provide strategic and operational leadership across multiple client accounts, projects and support teams. The role will be responsible for driving successful delivery, client satisfaction, people leadership, delivery governance and continuous improvement across a global environment. The individual will manage a large, potentially through multiple layers of leadership, and will work closely with clients and internal stakeholders across geographies.

Key Responsibilities

Lead and oversee delivery across multiple client accounts, projects and operational teams, ensuring achievement of agreed business objectives.

Own delivery performance across assigned accounts, including SLAs, KPIs, quality, productivity, utilization and customer satisfaction.

Establish effective delivery governance, operating rhythms, dashboards and management reporting across multiple accounts and teams.

Drive end-to-end project and program execution, including planning, milestones, dependencies, risks, resource requirements and stakeholder communication.

Proactively identify and manage delivery risks, critical dependencies, client escalations and cross-functional issues to ensure timely resolution.

Act as a senior point of contact for key client stakeholders and lead governance meetings, operational reviews and strategic discussions.

Translate client business requirements into actionable delivery plans and partner with internal business, product, technology and support teams for execution.

Drive process standardization, automation, productivity improvements and continuous improvement initiatives across accounts.

People Leadership

Lead, mentor and develop a team of 30+ professionals, including Team Leads, Managers, Project Leads and individual contributors, as applicable.

Build a high-performance culture focused on ownership, accountability, collaboration, customer success and results.

Drive workforce planning, capacity management, staffing, utilization, succession planning and leadership development.

Set clear performance expectations and measurable goals; coach managers and team leads to strengthen leadership capability.

Identify skill gaps and drive structured training, development, engagement, performance management and retention initiatives.

Stakeholder & Client Management

Build and maintain strong, trusted relationships with client leadership and key internal stakeholders.

Communicate delivery performance, project status, risks, challenges and improvement opportunities clearly and effectively.

Lead senior-level governance forums and ensure appropriate visibility of business risks, dependencies and delivery outcomes.

Own and manage senior delivery and client escalations; drive root cause analysis and corrective and preventive actions.

Operational Excellence & Business Management

Use operational and project performance data to identify trends, risks and opportunities for improvement.

Drive best practices, knowledge sharing and scalable delivery models across teams and accounts.

Support effective resource allocation and workforce demand planning while maintaining delivery quality and client satisfaction.

Partner with leadership and Talent Acquisition teams to support strategic hiring and workforce planning requirements.

Identify opportunities to improve efficiency, reduce operational risk and enhance overall delivery maturity.

Requirements

12+ years of overall experience, with significant experience in Project/Program Management, Client Delivery, Managed Services, Application Support Operations or related roles.

Demonstrated experience managing multiple client accounts, concurrent projects or complex delivery portfolios.

Proven experience leading teams of 30+ professionals; experience managing managers and multiple layers of leadership is preferred.

Strong project and program management experience covering planning, execution, governance, risk, dependency and stakeholder management.

Strong client-facing, executive communication and presentation skills.

Experience managing SLA, KPI, quality, productivity and utilization metrics.

Strong analytical, problem-solving, decision-making and escalation management capabilities.

Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, Operations or a related field.

PMP, PRINCE2, ITIL or other relevant Project/Program Management certifications will be an added advantage.

Preferred Domain Experience

Application Support / Managed Services, Enterprise SaaS Platforms, eProcurement, Source-to-Contract, Procure-to-Pay, Supplier Enablement, Supply Chain or Procurement Technology, Incident / Problem / Defect Management.

Key Competencies

Strong people and delivery leadership

Project and program management discipline

Senior stakeholder and client management

Ownership, accountability and results orientation

Strong communication, problem-solving and decision-making skills

Ability to work effectively across geographies and time zones

Global Working Requirements

This role will work closely with stakeholders, teams and clients across multiple geographies.

Flexibility to work across different time zones and shift timings based on business and client requirements is essential.

The individual should be comfortable participating in global meetings and supporting critical business requirements outside standard working hours when required.