Sr Program Manager

Logistics, Sales & Operations · Program Management · Project Management

In short

Sr Program Manager (Tower Lead for Support & Operations) plays a crucial role in ensuring timely resolution of escalations aligned with organizational standards and SLAs. This role is integral to delivering reports and services as specified in the SOW, while actively driving initiatives to enhance operational efficiency and customer satisfaction.

Responsibilities

Generate Tower Level Employee Engagement (Ee) And Employee Net (En) Revenue Through Effective Project Executive Strategies And Dmo Methodologies, Ensuring Alignment With Organizational Goals.
Ensure All Tasks, Responsibilities, And Escalations Are Resolved In Accordance With Agreed Sla Norms, Utilizing Project Management Best Practices To Drive Accountability And Performance.
Oversee Operational Hygiene By Validating Reports And Ensuring Services Delivered Meet The Standards Set Forth In The Sow, Employing Effective Monitoring And Evaluation Techniques.
Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Relations.
Oversee And Implement The Profit Improvement Plan (Pip) Through Strategic Levers Such As Automation And Self-Driven Initiatives, Driving Continuous Improvement In Operational Performance.

Requirements

In-Depth Knowledge Of Project Management Principles And Methodologies.
Strong Understanding Of Dmo Practices And Frameworks.
Proficiency In Operational Management And Customer Service Excellence.
Excellent Analytical And Reporting Skills To Validate Operational Hygiene.
Strong Leadership And Communication Skills To Promote Positive Customer Relationships.

Desired Qualifications

Valuable Certifications: Project Management Professional (Pmp), Certified Scrummaster (Csm), Or Itil Foundation

Benefits

Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Skills

Project ManagementDMOOperational ManagementCustomer ServiceReportingLeadershipCommunication

#Program Management#Support#Operations#Escalations#Service Level Agreements#Statement of Work#Operational Efficiency#Customer Satisfaction#Project Management#DMO#PMP#ScrumMaster#ITIL

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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