Program Director

Experience:

• 20+ years of experience in IT/Networks/Telecom program or project management with 5+ years for managing mission critical deliveries which includes 24x7 service operations for a strategic account.
• Having at least 2+ years of experience managing these technology domains for healthcare industry.
• 15+ years' experience in Project Management in network related projects
• Must have experience in managing service delivery for ACV $3M+
• At least 2 - 3 years of experience in managing service delivery for Infrastructure Operations including Network and Unified Communication domains
• Must have worked in large organizations with distributed (Onsite / offshore) delivery model
• Strong financial tracking experience
• Must have worked in PMO environment.
• Proven track record of managing large-scale/complex IT/Networks/Telecom programs for enterprise clients including unified communication.
• Experience in IT services such as managed network services including operations and implementation.

Primary Skills:

• • Strong leadership and team management abilities.
  • Excellent client-facing communication and negotiation skills.
  • Proficient in project management tools and methodologies
  • Execution management, attention to detail.
  • Analytical thinking.
  • Communication and Consensus building; Relationship management
  • Financial acumen for budgeting and cost management.
  • Ability to work under pressure and manage multiple priorities.
  • Proficient in customer and stakeholders' management.
  • Familiarity with ITIL Framework concepts such as Incident, Change, and Problem Management.
  • Ability to meet deadlines and work well under pressure.
  • Excellent interpersonal skills and effective communication at all levels.

Key Responsibilities:

1. Program Management:
   • Oversee end-to-end delivery of IT/ITeS programs, including managed network services, infrastructure management and digital transformation initiatives.
   • Develop and manage program plans, timelines, budgets, and resource allocation to ensure on-time, within-budget delivery.

• Monitor program performance using KPIs and metrics, ensuring alignment with client expectations and company standards.
• Present frequent status reports with highlights/low lights.
• Regular team meetings, engage and manage team members from multiple organizations, vendors and subcontractors, obtain vendor/subcontractor quotes, engage vendors/subcontractors and release project team resources.
• Oversee project deliverables to ensure performance to schedule and budget are met.
• Evaluate actual hours performed to planned hours and deliverables to the quality expectations.
• Exercise change process against the project objective, update project deliverables and obtain acceptance from identified project stakeholders.
• Participate in major incidents, change management and ensure issues are resolved as per SLA.
• Root cause analysis and proactive measures to prevent recurrence of issues.

1. Client Relationship Management:
   • Serve as the primary liaison between the client and company, ensuring clear communication and satisfaction.
   • Understand client business needs and translate them into actionable IT strategies and solutions.
   • Conduct regular status meetings, present program updates, and address client concerns promptly.
   • Interact with CxO / senior management in customer organization.
   • Manage customer escalations and periodic calls.

1. Team Leadership:
   • Manage and mentor onsite teams, including but not limited to project managers, transition leads, network engineers and support staff.
   • Foster a collaborative, high-performance culture, ensuring team alignment with company and client goals.
   • Coordinate with offshore or remote teams to ensure seamless integration and delivery.
2. Risk and Issue Management:

• Identify, assess and mitigate risks that could impact the program success.
• Resolve escalated issues, ensuring minimal disruption to client transition, operations and delivery.
• Implement contingency plans to address unforeseen challenges.

1. Strategic Growth:

• Identify opportunities for expanding the service offerings to the client, driving account growth.
• Collaborate with sales and business development teams to propose new solutions or upsell services
• Stay updated on industry trends and emerging technologies to provide innovative solutions.
• Bring in service improvements with innovation and automation.
• Participate in deal proposal building and defense presentations.

1. Compliance and Quality Assurance:

• Ensure all deliverables meet quality standards, contractual obligations, and regulatory requirements.
• Implement best practices in IT service management (e.g. ITIL, Agile etc.)
• Conduct regular audits and reviews to maintain compliance with client and industry standards.
• Ensures 100% compliance to the defined processes

Certifications:

• PMP/Prince2, ITIL, Agile/Scrum or equivalent certifications are highly desirable.

Education:

• Bachelor's degree in computer science, information technology or related field.
• A master's degree in business administration is preferred.