Program Manager

Key Responsibilities:

Customer Success & SLA Management:

- Drive 100% SLA compliance consistently over 8+ years, resulting in improved customer satisfaction and sustained contract renewals.

Cloud Solutions & SaaS Management:

- Manage and oversee cloud-based solutions including Azure and Avaya Cloud, ensuring high operational stability, performance, and seamless integration with client environments.

ITIL Framework Expertise:

- Apply deep knowledge of ITIL processes, including Incident, Change, and Problem Management, to align operations with best practices and ensure service excellence.

Leadership & Mentoring:

- Lead, mentor, and develop cross-functional teams to enhance productivity, collaboration, and customer relationship management.

Process Optimization:

- Initiate and drive process improvement projects aimed at reducing escalations, increasing efficiency, and achieving significant cost savings through reengineering efforts.

Required Skills & Experience:

- 15-20 years of experience managing large-scale IT programs, preferably within cloud and SaaS environments.

- Strong expertise in ITIL frameworks and service management best practices.

- Proven ability to achieve and maintain high SLA compliance and customer satisfaction.

- Demonstrated leadership skills with experience in mentoring diverse teams.

- Experience in process optimization and operational excellence initiatives.

- Excellent communication, stakeholder management, and problem-solving skills.