Senior Program Manager IT Infrastructure

Experience: 8–12+ Years

Location: Bhandup, Mumbai

CTC: Up to 20 LPA

Work Mode: WFO

Role Overview

We are looking for an experienced Program Manager to manage end-to-end IT projects and service delivery, ensuring timely execution, effective stakeholder coordination, and achievement of project KPIs, SLAs, and business objectives.

Key Responsibilities:

Service Delivery & Customer Management

• Act as the Single Point of Contact (SPOC) for all IMS, End User Support, and customer-related issues.
• Ensure adherence to SLA commitments, service norms, and contractual obligations.
• Review service performance periodically with customers and drive continuous service improvement.
• Handle customer escalations and ensure timely resolution to maintain high customer satisfaction.
• Organize and manage resources required for smooth account operations and service delivery.

End User Support Management

• Oversee Service Desk, Desktop Support, Laptop Support, VIP Support, IMAC, and End User Computing (EUC) services.
• Ensure timely resolution of incidents, service requests, and user issues as per agreed SLAs.
• Monitor support performance and implement corrective actions to improve user experience and service quality.

Quality, Process & Compliance

• Ensure implementation and maintenance of Quality Management Systems (QMS) across the account.
• Implement and govern all IMS processes covered under the contract.
• Prepare, maintain, and review process/procedure documentation bi-annually with proper version control.
• Identify and escalate quality issues, ensuring timely corrective and preventive actions.
• Manage customer-supplied assets/products and ensure compliance with contractual requirements.

People & Resource Management

• Identify training needs and ensure engineers receive required technical and process training.
• Conduct periodic performance reviews of engineers and publish monthly performance reports.
• Ensure discipline, work ethics, and adherence to organizational policies.
• Maintain resource availability for onsite/remote support and ensure backup resources for business continuity.
• Publish activity calendars and coordinate with dependent teams for resource planning.

Audit & Governance

• Conduct internal audits and participate in client audits, governance reviews, and audit meetings.
• Address auditor observations and support closure of audit findings.
• Perform pre-audit verification of branches/sites using defined audit checklists.
• Recommend and manage approved process deviations where applicable.

Vendor Management

• Act as the primary contact for all client IT vendors and AMC partners.
• Maintain vendor databases, including contact details, escalation matrices, SLAs/SLOs, response, and resolution timelines.
• Coordinate vendor calls logging, tracking, escalation, and closure.
• Monitor vendor performance and publish periodic performance reports.
• Ensure vendor issues are resolved within committed SLAs.

Required Skills:

• Infrastructure Managed Services (IMS)

• End User Support / EUC Management

• ITIL & IT Service Management (Incident, Problem, Change & Request Management)

• SLA/KPI Governance

• Customer & Stakeholder Management

• Vendor & AMC Management

• Audit & Compliance Management

• Team Leadership & Resource Planning

• Quality Management Systems (QMS)

• Reporting & Governance Reviews