Senior Program Manager - Scrum, Agile Methodology

Job Summary

The Senior Program Manager at HCL is responsible for overseeing program management, change management, and ensuring successful project delivery by applying agile methodologies. They will play a crucial role in leading and guiding project teams, fostering collaboration, and ensuring projects are completed within scope, budget, and schedule.

Key Responsibilities

1. Act as a scrum master for agile teams, facilitating scrum processes, removing impediments, and fostering an environment of continuous improvement.

2. Manage and lead project teams in the successful delivery of projects, ensuring adherence to project management methodologies.

3. Develop and implement change management strategies to drive adoption and support for project related changes.

4. Collaborate with stakeholders to define project scope, goals, and deliverables.

5. Monitor and report on project progress, risks, and issues to ensure timely delivery.

6. Conduct regular meetings with project teams to ensure alignment and progress towards project objectives.

7. Ensure effective communication and collaboration between cross functional teams.

Skill Requirements

• Offshore BillOPS Service Delivery Manager (SDM)- Band E 4.2, Location INDIA- Hyderabad, Bangalore or Chennai

Typically, 15+ years of IT/Service Delivery experience and proven experience in managing large-scale, AD, support, AMS, infrastructure, or application delivery engagements and managing global delivery teams and customer-facing engagements.

• Manage end-to-end service delivery and ensure adherence to SLAs, KPIs, and quality standards. Customer Satisfaction (CSAT), Service Availability, Incident Resolution Performance, Delivery Quality, Cost and Resource Optimization and Continuous Improvement Outcomes
• Serve as the primary customer contact for day-to-day operations and delivery governance.
• Monitor service performance, project metrics, and operational health; provide regular reports and reviews.
• Lead stakeholder management and maintain strong customer relationships. Manage risks, issues, escalations, and corrective action plans.
• Drive incident, problem, change, and release management processes.
• Conduct governance meetings, service reviews, business reviews, and performance reviews (WSR, MSR, QBR etc).
• Lead resource planning, onboarding, team management, mentoring, and performance oversight.
• Identify and implement continuous service improvement initiatives like Agentic AI and Agentic OPS
• Ensure compliance with contractual obligations, security requirements, and audit standards.
• Proven expertise in Service Delivery Management, Stakeholder & Customer Management
• Good to have ITIL Foundation/Intermediate certification. PMP, PRINCE2, Agile, Scrum, or SAFe certifications preferred.

Other Requirements

1.Project Management Professional (PMP) certification and Certified ScrumMaster (CSM) certification are preferred.