Program Manager

Key Roles & Responsibilities:

Service Operations Management

• Own end-to-end service operations in the production environment.
• Act as the primary point of contact for runtime services.
• Ensure service availability, reliability, performance, and quality.
• Monitor operational KPIs and implement corrective actions.

Stakeholder & Vendor Management

• Coordinate with Infrastructure, Application Delivery, Support, and Business stakeholders.
• Collaborate with Service Delivery Managers, Functional Managers, and Operations teams.
• Drive cross-functional coordination across multiple teams and locations.

OLA / SLA Governance

• Define, negotiate, maintain, and monitor OLAs.
• Ensure adherence to service quality and operational commitments.
• Conduct service reviews and operational reporting.

Incident, Problem & Change Management

• Drive Problem Management activities.
• Participate in Change Advisory Boards (CAB).
• Review and approve production changes.
• Ensure governance around Incident, Problem, and Change processes.

Service Improvement & Operational Excellence

• Drive continuous service improvement initiatives.
• Standardize operational practices.
• Identify and realize operational synergies.
• Recommend improvements to enhance service quality and availability.

Capacity, Availability & Continuity Management

• Support Capacity Planning and forecasting.
• Ensure Availability Management processes.
• Create and maintain Service Continuity and Disaster Recovery plans.
• Monitor service trends and future growth requirements.

Financial & Cost Management

• Manage services within approved budgets.
• Optimize operational and production costs.
• Track financial plans and cost efficiency.

Production & Application Operations

• Own Application Operations Management (AOM).
• Establish and maintain production support frameworks.
• Ensure stable and secure application runtime environments.

Security & Compliance

• Ensure compliance with information security requirements.
• Maintain secure production environments.
• Support audit and governance activities.

Leadership Responsibilities (Step D)

• Lead globally distributed teams.
• Manage multi-site and multi-service environments.
• Mentor and coach team members.
• Drive organizational standards and best practices.

Must-Have Skills

IT Service Management

• ITIL
• Service Management
• Service Operations
• Application Operations Management (AOM)
• Production Support
• Run Operations
• Managed Services

Governance & PMO

• PMO
• Governance
• Operational Governance
• Service Governance
• KPI Management
• Reporting & Metrics
• Risk Management

ITSM Processes

• Incident Management
• Problem Management
• Change Management
• Release Management
• Capacity Management
• Availability Management
• Service Continuity Management
• Service Level Management

Leadership

• Stakeholder Management
• Vendor Management
• Team Leadership
• Global Delivery Management
• Resource Management

Technical Exposure

• Infrastructure Operations
• Cloud Operations
• Data Center Operations
• Enterprise Applications
• Application Support
• IT Operations