{"id":1115890,"url":"https://alion.io/job/eclerx-program-manager","title":"Program Manager","company":{"id":7203,"name":"eClerx","domain":"eclerx.com","url":"https://alion.io/company/eclerx","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":74,"open_postings":135,"ghost_share":0.511,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-09-27T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-21T11:56:10Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-27T18:56:27Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":5},"description":"Role Summary\nThe Service Desk Delivery Lead is accountable for end-to-end delivery of Service Desk operations across one or more client engagements, ensuring contractual SLAs, customer satisfaction, and operational excellence. This VP-level role owns the P&L, governance, and strategic relationship for assigned accounts, acting as the primary escalation point between the client and internal delivery teams.\nKey Responsibilities\nDelivery & Operations\n- Own end-to-end Service Desk delivery (L1/L2 support) across assigned client accounts, ensuring SLA/KPI adherence (response time, resolution time, CSAT, FCR, abandonment rate)\n- Drive operational reviews (daily/weekly/monthly) to track performance, capacity, and quality metrics\n- Lead incident, problem, and major incident management processes in line with ITIL best practices\n- Ensure staffing, shift planning, and resource utilization align with contracted volumes and seasonality\nClient & Stakeholder Management\n- Serve as the primary point of contact for client stakeholders on delivery matters; build trusted, long-term relationships\n- Lead governance calls, QBRs, and steering committee meetings, presenting performance, risks, and improvement plans\n- Manage escalations, ensuring timely resolution and root-cause communication to clients\n- Identify and pursue account growth opportunities (upsell/cross-sell) in partnership with sales/account management\nP&L and Commercial Ownership\n- Own the delivery P&L for assigned engagements, managing costs, margins, and productivity targets\n- Support contract renewals, pricing discussions, and commercial negotiations\n- Track and report utilization, attrition, and cost-to-serve metrics\nProcess Improvement & Transformation\n- Drive continuous improvement initiatives (automation, self-service, knowledge management, AI/chatbot deployment) to improve efficiency and reduce cost-to-serve\n- Champion adoption of ITSM tools (ServiceNow, Remedy, Jira Service Management, etc.) and reporting/analytics platforms\n- Benchmark performance against industry standards and lead maturity assessments\nTeam Leadership\n- Lead, mentor, and develop a multi-layered team (Team Leads, Shift Managers, Analysts) across geographies\n- Build succession plans and drive engagement, retention, and capability-building initiatives\n- Foster a culture of accountability, customer-centricity, and continuous learning\nRisk, Compliance & Governance\n- Ensure adherence to information security, data privacy, and client-specific compliance requirements\n- Support audits (internal/external) and ensure timely closure of findings\nRequired Qualifications & Experience\n- 15+ years in IT service desk / infrastructure support delivery, with 5+ years in a leadership/P&L-owning role\n- Proven experience managing large, multi-shift service desk operations (500+ FTEs preferred) for global clients\n- Strong background in ITIL processes (Incident, Problem, Change, Major Incident Management); ITIL certification preferred\n- Demonstrated experience in client relationship management at senior stakeholder level (CIO/IT Director)\n- Experience driving automation/AI-led transformation in service desk operations\n- Bachelor's degree required; MBA or equivalent management qualification preferred\nSkills & Competencies\n- Strong executive presence and stakeholder management skills\n- Data-driven decision making; comfort with dashboards, SLA reporting, and analytics\n- Excellent communication, negotiation, and conflict-resolution skills\n- Ability to manage ambiguity and multiple concurrent client engagements\n- Strong commercial acumen and P&L management experience\nKey Metrics of Success\n- SLA/KPI compliance across engagements\n- Client CSAT/NPS scores\n- Delivery margin and cost-to-serve improvement\n- Employee engagement and attrition rates\n- Successful contract renewals and account growth","description_format":"text","description_chars":3849,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Business Process Outsourcing (BPO)","AI Consulting & Integration","Analytics & BI Consulting"],"lifecycle":[{"event":"open","at":"2026-09-22T15:45:02Z"}],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":1,"p_active":0.558,"p_room":0.9,"age_days":5,"expected_fill_days":12,"reasons":["conf:0","stale_co","wave","velocity","win:mid","comp:brand"],"computed_at":"2026-09-27T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/eclerx-program-manager","json_url":"https://alion.io/job/eclerx-program-manager.json","meta":{"generated_at":"2026-09-28T00:35:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":156,"day_limit":5000,"remaining_today":4844,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}