Role descriptionRole: Program Manager
Location: San Diego
Who are we looking for?A Delivery Leadership responsible for managing an end-to-end infrastructure outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and US
Primary Roles and Responsibilities: The responsibilities will include:
The Onsite Manager is responsible for managing end-to-end service delivery at the client location, ensuring operational excellence, customer satisfaction, SLA compliance, stakeholder management, and continual service improvements. The role acts as the primary interface between the customer, delivery teams, and leadership. The KRAs for the role are client CSAT which includes goals on innovation and customer experience, and financial metrics (revenue and profitability).
Key ResponsibilitiesService Delivery Management- Ensure seamless delivery of IT Infrastructure, Service Desk, Cloud, Managed Services as per contractual commitments.
- Monitor and manage Service Level Agreements (SLAs), KPIs, and customer experience metrics.
- Lead incident, problem, change, and escalation management processes.
- Drive service improvement initiatives and operational efficiencies.
Client Relationship Management- Serve as the primary point of contact for customer stakeholders.
- Conduct regular service reviews and governance meetings.
- Understand customer business objectives and align delivery outcomes accordingly.
- Build strong customer relationships to improve satisfaction and identify growth opportunities.
Team Leadership- Manage onsite and offshore delivery teams.
- Provide leadership, mentoring, and performance management.
- Ensure adequate staffing, resource planning, and skill development.
- Foster a culture of collaboration, accountability, and continuous improvement.
Operational Excellence- Ensure adherence to ITIL processes and organizational standards.
- Manage risks, issues, and dependencies impacting service delivery.
- Drive automation, transformation, and optimization initiatives.
- Maintain operational documentation and reporting.
Financial Management- Monitor delivery budgets, resource utilization, and project financials.
- Support contract management and change requests.
- Identify opportunities for cost optimization and revenue growth.
- Ensure services are delivered within agreed financial targets.
Governance & Compliance- Ensure compliance with customer policies, security standards, and regulatory requirements.
- Support audits and compliance reviews.
- Track and report delivery performance metrics to leadership.
Desired Profile- 8-15• years of experience in IT Service Delivery, Infrastructure Management, Cloud Operations, or Managed Services.
- Proven experience managing large enterprise accounts and customer-facing engagements.
- Strong leadership skills with experience managing onsite and offshore teams.
- Excellent stakeholder management skills, including interaction with customer leadership and executive sponsors.
- Strong understanding of ITIL processes, service management, incident management, problem management, and change management.
- Experience in driving operational excellence, continuous improvement, and automation initiatives.
- Ability to manage customer escalations and resolve complex operational issues effectively.
- Strong commercial and financial acumen with exposure to budgeting, forecasting, and resource management.
- Experience in governance management, service review meetings, and performance reporting.
- Ability to identify opportunities for service enhancement, account growth, and transformation initiatives.
- Strong communication, negotiation, and presentation skills.
- Demonstrated capability to build trusted relationships with customers and internal stakeholders.
- Experience in managing vendors, partners, and third-party service providers.
- Working knowledge of Cloud technologies, Infrastructure Services, Service Desk, Workplace Services, or Digital Transformation programs.
- ITIL Certification preferred; PMP, PRINCE2, Agile, or Scrum certifications will be an added advantage.
- Strong analytical, problem-solving, and decision-making abilities.
- Customer-centric mindset with a focus on service quality, SLA adherence, and business outcomes.
Qualification:- Engineering or simialar advanced educational degree.
- Work Experience : minimum experience of 15• years
- PMP / Prince 2 is added advantage
