Position Details:
We are seeking a program manager to be part of a Strategic engagement through solid leadership and delivery management skills. This Would be a position with high visibility to work with senior stakeholders to influence key decisions, opportunity to work with technology leaders and an enthusiastic global team (Infrastructure support, Application development and support team globally).
Responsibilities
- Monitoring and managing Infrastructure service delivery to ensure optimal service
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Building strong relationships with stakeholders to enable effective dialogue exchange
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Recommending methods of improvement and executing the actions required
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including recruitment, performance assessment, training, and mentoring
Skill Requirements
- Proficiency in leading both physical and virtual teams with Global Delivery management with atleast 15+ years of total work experience and recent 5+ years in a similar role.
- IT Infrastructure service delivery with focus on End User Services but not limited to.
- Operational ability in a diverse, large-scale environment and exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
Additional Requirement:
Ability to engage with CXOs and Senior Customer Leaders
Very strong communication skills, ability to lead and influence discussions towards desired outcomes
Team player with ability to collaborate and direct multidisciplinary teams
- Hands-on coding and code review ability (as needed)
- Capacity to train and guide junior team members; Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
Education Qualification:
BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.
About Us:
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.
ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.
