Warehouse Manager

Program Manager – Managed Services (Global E-commerce Leader)

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About the Role

Program Manager – Managed Services

MSP Partner

Key Responsibilities

1. MSP Program Ownership

• Act as the single-threaded owner for a large enterprise managed services program
• Represent Trigent as the MSP Partner with complete accountability for delivery and outcomes
• Establish governance cadence, operating rhythm, and reporting structures

2. Fulfillment & Workforce Management

• Own end-to-end fulfillment across non-skilled, semi-skilled, and skilled operational roles
• Ensure 24-hour replacement SLAs for attrition or unplanned exits
• Manage site supervisors, in-charges, and floater workforce deployment
• Drive compliance related to attendance, uniforms, access badges, and site readiness

3. SLA, KPI & Performance Governance

• Own and track all SLA and KPI commitments including availability, TAT, accuracy, and compliance
• Lead Monthly Business Reviews (MBRs), Quarterly Reviews, and performance discussions
• Prepare and execute rectification / corrective action plans when required

4. Daily Operations & BAU Control

• Review daily MIS and operational dashboards across locations
• Monitor day-to-day execution across IT logistics, warehouse operations, asset movement, and support services
• Proactively identify risks and prevent SLA breaches or service disruptions
• Ensure strict adherence to SOPs, audits, and documentation standards

5. Stakeholder & Escalation Management

• Act as the primary interface between the enterprise client and Trigent leadership
• Handle escalations with data-backed analysis and solution-oriented approaches
• Translate client expectations into clear execution plans for internal teams

6. Multi-Location Oversight

• Hyderabad-based ownership with pan-India delivery oversight
• Coordinate remotely with teams across multiple cities and conduct periodic site visits
• Support ramp-ups, transitions, and scope expansions as required

Required Experience & Skills (Non-Negotiable)

• 10–15 years of overall experience with

  6–8+ years in MSP / managed services / enterprise operations

• Prior ownership of

  SLA-based, multi-site delivery programs

• Strong experience managing

  blue-collar / grey-collar / operational workforce

• Hands-on exposure to:
• SLA scorecards and KPI governance
• MBRs / QBRs and audits
• Rectification and corrective action planning
• Strong operational mindset with the ability to lead from the front
• Excellent stakeholder communication and escalation handling skills
• Strong MIS, Excel, and reporting discipline

Profiles That Fit Best

• Program Managers / Operations Managers from MSPs or managed services organizations
• Leaders who have handled

  large headcount, multi-location, compliance-driven programs

• Candidates comfortable in

  high-pressure, zero-surprise enterprise environments

Profiles Not Suitable

• Pure sales or business development roles
• Relationship-only account managers without delivery ownership
• White-collar IT staffing–only experience
• Candidates without SLA or operations governance exposure

Why This Role

• Opportunity to lead a

  high-visibility enterprise program

• Direct ownership and decision-making authority
• Chance to build and scale a

  strategic MSP partnership

• Work in a highly mature, process-driven environment