Senior Program/Project Manager

Leads customer engagement to ensure that it meets all scope, time, budget and quality expectations, through planning, controlling and managing customer projects. Manages corporate, customer and third party vendor efforts to plan, sell and implement solutions to customer problems. Responsible for business as well as team management.

An experienced Program/Project Manager responsible for leading complex, multi-disciplinary projects and programs across enterprise environments. Drives end-to-end delivery, ensures alignment with business objectives, and manages stakeholders, risks, budgets, and resources to achieve successful outcomes.

Key Responsibilities

• Lead and manage large-scale, end-to-end programs and projects (infrastructure, cloud, or digital transformation)
• Ensure delivery within scope, schedule, cost, and quality
• Define project plans, milestones, and deliverables
• Oversee deployment, implementation, and transition to operations

Stakeholder Management

• Act as primary interface for customers, executives, and internal leadership
• Manage expectations and provide clear communication on progress, risks, and issues
• Drive governance through regular reviews, steering committees, and reporting

Financial & Commercial Management

• Manage project P&L, cost tracking, and forecasting
• Ensure billing milestones and revenue recognition are aligned
• Handle change requests and contract variations

Risk & Issue Management

• Identify, assess, and mitigate risks proactively
• Escalate critical issues and drive resolution
• Ensure compliance with governance, audit, and security requirements

Resource & Vendor Management

• Lead cross-functional teams (technical, delivery, partners)
• Manage vendors, subcontractors, and contingent workers
• Ensure optimal resource allocation and utilization

Process & Quality Assurance

• Ensure adherence to organizational frameworks (PMO, Agile, Waterfall)
• Drive continuous improvement and lessons learned
• Maintain documentation, reporting, and compliance standards

Required Qualifications

• Bachelor's Degree in IT, Engineering, Business, or related field
• Master's degree (MBA/IT) is an advantage

Certifications (Preferred / Required)

• PMP (Project Management Professional) – Mandatory or highly preferred
• PRINCE2 Practitioner
• Agile / Scrum Master / SAFe certifications
• IT-related certifications (e.g., ITIL, AWS, Azure) – added advantage

Experience

• 10–15+ years in IT / infrastructure / services delivery
• Proven track record in managing large, complex enterprise programs

Experience in:

o   Data center / infrastructure deployment

o   Cloud / hybrid environments

o   Managed services / outsourcing

Core Competencies

• Strong leadership and decision-making skills
• Excellent communication and stakeholder management
• Financial acumen and commercial awareness
• Risk management and problem-solving
• Ability to manage ambiguity and high-pressure environments

Tools & Knowledge

• Project tools: MS Project, Jira, ServiceNow, Smart Labor (SL2), etc.
• Good understanding of:

o   IT infrastructure (servers, storage, network)

o   Cloud (AWS, Azure)

o   Service delivery models (e.g., GreenLake, managed services)

Key Performance Indicators (KPIs)

• On-time, on-budget delivery
• Customer satisfaction (CSAT)
• Revenue and margin performance
• Risk mitigation effectiveness
• Resource utilization

Preferred Profile (Expert Level)

• Experience managing regional or global programs
• Ability to handle customer escalations and executive stakeholders
• Proven success in turnaround or recovery projects
• Strong exposure to enterprise clients (e.g., banking, service provider, aviation like MAHB, public sector)