Program Manager - Agile

Job Summary

The Program Manager is responsible for managing strategic programs and service delivery engagements, ensuring operational excellence, customer satisfaction, financial performance, and business growth. The role leads cross-functional teams, drives governance, oversees staffing and resource planning, manages client relationships, and delivers innovative digital and GenAI-enabled solutions aligned with business objectives. The Program Manager acts as the primary interface between the customer and delivery organization while ensuring successful execution of contractual commitments and transformation initiatives

Key Responsibilities

Program Delivery & Governance

• Lead end-to-end delivery of large programs and managed service engagements.
• Establish and drive governance frameworks, review mechanisms, and executive reporting.
• Manage risks, issues, dependencies, and escalation processes.
• Ensure adherence to SLAs, KPIs, quality standards, and contractual obligations.

Customer Success (ACSAT / PCSAT)

• Own ACSAT and PCSAT initiatives to improve customer experience.
• Conduct periodic customer reviews and executive governance meetings.
• Develop corrective action plans based on customer feedback.
• Drive continuous service improvement and customer retention.

Staffing & Resource Management

• Drive demand fulfillment and workforce planning.
• Partner with Talent Acquisition and staffing teams to meet hiring targets.
• Manage resource allocation, onboarding, offboarding, and utilization.
• Build high-performing teams across onsite, offshore, and remote locations.

Financial & Commercial Management

• Own revenue, margin, budgeting, and forecasting for assigned programs.
• Manage Statements of Work (SOW), Change Requests (CR), contracts, and invoicing processes.
• Identify opportunities for cost optimization and delivery efficiency.
• Support business growth through account expansion initiatives.

Solutioning & Transformation

• Partner with customers to identify transformation opportunities.
• Lead solution design workshops and proposal development.
• Drive modernization, automation, cloud, and GenAI initiatives.
• Collaborate with COEs, architects, and business stakeholders to deliver innovative solutions.

GenAI Leadership

• Identify and implement GenAI opportunities across service operations.
• Drive adoption of Microsoft Copilot and AI-powered productivity solutions.
• Lead AI governance, responsible AI practices, and value realization.
• Develop AI-led transformation roadmaps aligned to customer business goals.

People Leadership

• Lead and mentor delivery managers, project managers, and technical teams.
• Conduct performance reviews and career development planning.
• Foster innovation, collaboration, learning, and employee engagement.
• Build succession pipelines and future leadership capability.

Qualifications

• 12+ years of experience in Program/Delivery Management.
• Proven experience managing large enterprise customers.
• Strong exposure to staffing, governance, customer success, and financial management.
• Experience with digital transformation and GenAI initiatives.
• PMP, SAFe, ITIL, Scrum Master, or equivalent certifications preferred.

Success Metrics

• Delivery SLA/KPI Achievement
• ACSAT / PCSAT Scores
• Revenue & Margin Performance
• Staffing Fulfillment and Utilization
• Governance Compliance
• Transformation & Innovation Outcomes
• Employee Engagement and Retention
• GenAI Adoption and Business Value Realization

Skill Requirements

1. Strong proficiency in program management methodologies and tools.

2. In-depth knowledge and experience in agile methodologies, particularly scrum and kanban.

3. Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels.

4. Strong leadership abilities to inspire and motivate cross functional teams towards achieving program objectives.

5. Exceptional problem-solving skills to address challenges and drive innovative solutions.

6. Ability to adapt to changing priorities and navigate complex organizational structures.

7. Proven track record of successfully managing programs from initiation to closure.

Other Requirements

1.PMP (Project Management Professional) certification and Agile certifications (e.g., CSM, PMIACP) are preferred.