Program Manager - ITSM & AI Delivery

We are seeking an experienced Program Manager to lead large-scale ITSM, Application Development, and AI transformation programs for enterprise customers.

The ideal candidate will have a strong background in program governance, enterprise delivery, stakeholder management, and global team leadership, with experience managing an overall team of approximately 50 professionals.

Key Responsibilities

• Manage multiple ITSM, Application Development, and AI projects simultaneously

• Lead, mentor, and manage a team of approximately 50 professionals across Delivery, Consulting, Development, and Support functions

• Drive successful implementation and delivery of ITSM solutions including Freshservice, ServiceNow, Jira Service Management, BMC Helix, Ivanti, and ManageEngine

• Own program governance, stakeholder management, financial planning, resource allocation, risk management, and delivery excellence

• Partner with executive stakeholders to align program outcomes with business objectives and maintain high customer satisfaction

• Lead AI and Generative AI initiatives, automation programs, and digital transformation projects

• Coordinate with enterprise customers in the USA and lead global delivery teams

• Participate in customer meetings, stakeholder engagements, and governance reviews during US business hours

• Apply Agile methodologies, ITIL practices, and AI-driven solutions to improve program delivery and operational efficiency

Required Qualifications and Skills

• 12–15+ years of experience in the IT industry, including program management responsibilities

• Proven experience managing multiple enterprise customers in the USA

• Experience leading global delivery teams and managing approximately 50 professionals across concurrent projects

• Hands-on experience in ITSM product implementations and Application Development delivery

• Strong expertise in program governance, financial management, resource planning, risk management, and stakeholder engagement

• Strong understanding of Agile methodologies, ITIL practices, and AI-driven solutions

• Willingness and ability to collaborate effectively during US business hours

Preferred Certifications

• Project Management Professional (PMP)

• Program Management Professional (PgMP)

• ITIL 4

• Scaled Agile Framework (SAFe)

• ServiceNow certifications

• Azure AI certifications