Senior Program Manager

Job Summary

The Senior Delivery Manager is responsible for overseeing the end-to-end delivery of multiple projects, programs, or portfolios while ensuring alignment with business objectives, customer expectations, quality standards, and financial targets. This role leads cross-functional teams, drives operational excellence, manages stakeholder relationships, and ensures successful execution of strategic initiatives.

The ideal candidate possesses strong leadership capabilities, extensive program and project management experience, customer engagement expertise, and a proven track record of delivering complex technology and business solutions at scale.

Key Responsibilities

Delivery Management

• Lead the planning, execution, and delivery of large-scale projects and programs.
• Ensure projects are delivered on time, within scope, budget, and quality expectations.
• Establish delivery governance, reporting mechanisms, and performance metrics.
• Monitor project health, risks, dependencies, and escalations.
• Lead end-to-end delivery of large sustenance projects, ensuring adherence to project timelines, budgets, and quality standards
• Knowledge of retail industry processes, trends, and technology solutions (good to have)

Client & Stakeholder Management

• Build and maintain strong relationships with customers, business stakeholders, and executive leadership.
• Act as the primary escalation point for delivery-related issues.
• Drive customer satisfaction and ensure delivery commitments are achieved.
• Present project status, risks, and strategic recommendations to senior leadership.

Program & Portfolio Management

• Manage multiple concurrent projects and strategic initiatives.
• Align project outcomes with organizational goals and business priorities.
• Drive portfolio planning, resource optimization, and capacity management.
• Ensure effective change management and transition planning.

Team Leadership

• Lead, mentor, and develop project managers, delivery leads, and cross-functional teams.
• Foster a culture of collaboration, accountability, innovation, and continuous improvement.
• Support talent development, succession planning, and performance management.

Financial Management

• Own project financials, budgeting, forecasting, and revenue tracking.
• Monitor profitability, resource utilization, and cost optimization.
• Ensure adherence to contractual obligations and commercial commitments.

Risk & Compliance Management

• Identify and mitigate delivery risks proactively.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Drive quality assurance and continuous process improvement initiatives.

Skill Requirements

Technical Skills

• Project and Program Management
• Agile, Scrum, Kanban, and Waterfall methodologies
• Portfolio Management
• Risk and Issue Management
• Resource Planning and Capacity Management
• Budget and Financial Management
• Service Delivery Management
• Vendor and Partner Management
• Business Analysis and Process Improvement

Leadership Skills

• Strategic Thinking
• Stakeholder Management
• Executive Communication
• Team Leadership and Mentoring
• Conflict Resolution
• Decision Making
• Negotiation and Influencing Skills

Tools & Platforms

• Microsoft Project
• Azure DevOps
• Jira
• ServiceNow
• Confluence
• Power BI
• Microsoft 365 Suite

Other Requirements

Education

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or related field.
• Master's degree (MBA or equivalent) preferred.
  • 12+ years of overall IT, technology, or business delivery experience.
  • 5+ years in Delivery Management, Program Management, or Portfolio Management roles.
  • Proven experience managing large-scale transformation programs and enterprise clients.
  • Demonstrated success leading globally distributed teams.
  • Experience managing project budgets, financial forecasting, and customer engagements.

  Key Performance Indicators (KPIs)

  • On-time project delivery
  • Customer satisfaction (CSAT/NPS)
  • Revenue and margin achievement
  • Resource utilization
  • Delivery quality metrics
  • Risk mitigation effectiveness
  • Employee engagement and retention
  • SLA and contractual compliance adherence

  Preferred Industry Experience

  • Information Technology Services
  • Digital Transformation Programs
  • Cloud and Data Platforms
  • Retail and eCommerce
  • Financial Services
  • Healthcare
  • Telecommunications