{"id":3074463,"url":"https://alion.io/job/uber-sr-program-manager-tech-program-management-tech-2","title":"Sr Program Manager, Tech - Program Management (Tech)","company":{"id":230,"name":"Uber","domain":"uber.com","url":"https://alion.io/company/uber","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":92,"open_postings":147,"ghost_share":0,"stale_share":0.463,"repost_share":0.082,"time_to_fill_p50_days":8,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":52000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Platform Engineering","optional":true},{"name":"SQL","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-10-22T06:23:59Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-24T02:33:05Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the Role\nYou will report to the Head of Global IT Support & IT Supply Chain and own the operational maturity of our global IT Service Desk. The role carries direct accountability for the roadmap behind cross-functional programs that change how we support 30,000+ employees across 300+ offices.\nDay to day, you will run our shift-left and AI-first programs: growing virtual-agent deflection, merging Tier 2 and application operations into a single administration team, and restructuring vendor contracts around automation and reliability outcomes instead of headcount. You will set SLA standards, lead executive-level escalations, and make the calls on where to invest engineering effort versus vendor capacity.\nWhat You’ll Do\nOwn the regional IT Service Delivery roadmap. Use operational data to find systemic gaps and design strategies that keep support capacity ahead of business growth.\nRun the shift-left and AI-first program: grow virtual-agent ticket deflection past 200K per year, consolidate Tier 2 and application operations into one team, and bring Tier 3 into IT Ops so escalations stay under one roof.\nSet and enforce SLA, QA, and vendor-governance standards across managed service providers. Restructure vendor compensation so it rewards deflection, auto-resolution, mean time to resolve, and quality-not headcount.\nAct as the final escalation point for high-stakes technical incidents. Coordinate rapid response across engineering, security, and business technology teams, and own crisis communication to executives.\nRun a portfolio of global initiatives (office launches, M&A integrations, major tool rollouts). Manage dependencies, critical paths, and resource constraints across parallel workstreams.\nBasic Qualifications\n8+ years in IT program management or IT operations leadership, with direct experience managing global or multi-regional service delivery teams.\nTrack record of driving operational transformation: shift-left programs, AI/automation adoption, or vendor-model redesigns at scale.\nDeep working knowledge of ITSM platforms (ServiceNow preferred), ITIL frameworks, and enterprise IT environments (endpoint management, identity, networking, collaboration tools).\nPreferred Qualifications\nHands-on experience with AI-driven service transformation: virtual-agent deflection, automated ticket resolution, or self-service portal rollouts.\nPMP, PgMP, ITIL Expert, or Six Sigma certification.\nProficiency in SQL, Tableau, or advanced spreadsheet analysis for operational reporting and executive storytelling.\nExperience with ITSM platform engineering, IT asset management tools, or procurement platforms.\nBackground managing large MSP relationships end to end: RFP processes, quarterly business reviews, and performance-based contracts.\nPrevious experience managing a large operation organization of size 100+ technicians\nPgM Competency Alignment (L5 - Sr. PgM I)\n\nCompetency\nExpected Behaviour\nOrganize & Execute\nDefines and organizes programs, drives progress autonomously, and resolves complex issues without waiting for direction. Maintains high productivity and quality across every program in the portfolio.\nFearless & Truth Seeking\nSpots organizational disconnects early and moves to fix them without being asked. Junior PgMs treat this person as a reliable source of ground truth.\nDomain Aptitude\nDeep, working expertise in IT service delivery, ITSM, AI-driven support, and vendor management. Uses that knowledge to find gaps and push improvements before they become urgent.\nLeading Through Influence\nGets things done through others without positional authority. Pulls diverse viewpoints together into a clear recommendation and moves the group to act.\nEffective Communication\nCommunicates complex operational topics clearly to cross-functional audiences up to Director level. Produces ERDs, decks, and executive narratives that drive decisions.\nScaling the Org\nGrows the team’s capacity by recruiting, building reusable tools and automation, and improving processes in ways that make the whole organization faster.","description_format":"text","description_chars":4055,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":8,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Delivery","Ride Hailing"],"lifecycle":[{"event":"open","at":"2026-10-22T10:23:32Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":8,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/uber-sr-program-manager-tech-program-management-tech-2","json_url":"https://alion.io/job/uber-sr-program-manager-tech-program-management-tech-2.json","meta":{"generated_at":"2026-10-24T05:35:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7922,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":230},"rest":"https://alion.io/mcp/rest/get_company?id=230"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fuber-sr-program-manager-tech-program-management-tech-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fuber-sr-program-manager-tech-program-management-tech-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fuber-sr-program-manager-tech-program-management-tech-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uber-sr-program-manager-tech-program-management-tech-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fuber-sr-program-manager-tech-program-management-tech-2"}]}