Role & responsibilities

Job Description: Senior Project / Program Manager (Infrastructure & EUS)

The EUS & Data Center Operations Manager (managing 50+ resources) will report directly to you. This role requires a unique leadership profile: someone who enforces solid governance, robust risk control, and strict accountability over team performance, yet executes this through a supportive, collaborative, and empowering approach. You will establish rigorous reporting rhythms, proactively manage operational and project risks, and lead strategic Service Improvement Plans (SIPs) while delivering high-impact Monthly Presentations to executive leadership.

Key Responsibilities

1. Project & Operational Risk Management

Proactive Risk Identification: Establish a robust risk management framework across the entire EUS and Data Center portfolio to identify, log, and analyze technical, operational, and resource risks before they impact service delivery.

Mitigation & Contingency Planning: Develop and execute comprehensive risk response strategies, maintaining an active Risk, Actions, Issues, and Dependencies (RAID) log.

Business Continuity & Disaster Recovery: Oversee risk-based simulations and governance for Data Center operations, ensuring disaster recovery (DR) plans and backup protocols are robust and compliant.

Compliance & Security Alignment: Partner with InfoSec and Compliance teams to mitigate risks related to endpoint vulnerabilities, data privacy, asset lifecycle compliance, and unauthorized access.

2. Strong Governance & Team Control

Performance Accountability: Establish clear performance baselines and maintain strict control over team deliverables, ensuring the 50+ resources across multiple sites operate with high discipline, consistency, and standard operating procedures.





Supportive Leadership: Foster a collaborative, psychologically safe, and supportive team environment. Balance firm operational control with active mentorship, ensuring team members feel empowered rather than micromanaged.

Operational Oversight: Act as the direct reporting manager and strategic advisor to the EUS & DC Operations Manager, ensuring daily operations support long-term project timelines and organizational goals.

3. Service Improvement Plans (SIP) & CSI

Lifecycle SIP Management: Proactively identify dipping performance metrics or chronic technical bottlenecks and design, execute, and govern formal Service Improvement Plans (SIPs) to restore and elevate service baselines.

Root-Cause Projectization: Collaboratively take raw problem trends from the operations team and formalize them into fully realized projects with clear milestones, ownership, and success criteria.

XLA & Experience Strategy: Shift the portfolio focus from traditional "green SLA" metrics to Experience Level Agreements (XLAs) through targeted SIPs that directly uplift the end-user experience.

4. Rigorous Reporting & Monthly Presentations

Daily Rhythms: Oversee daily stand-ups and operational health checks (e.g., critical ticket backlogs, major incidents, and immediate data center risks) to ensure immediate course correction.

Weekly Governance:



Drive weekly project and operational reviews with the Operations Manager and site leads, tracking milestone progress, risk registers, SLA deviations, and resource utilization.

Monthly Executive Presentations: Author and deliver high-visibility monthly presentations for C-level executives (CIO/CTO). These presentations must clearly translate complex operational data, risk heat maps, SIP progress, and project milestones into concise, business-oriented impact statements.

Required Qualifications & Skills

Experience

Overall Experience: 1415+ years in IT, with at least 8+ years dedicated to managing complex IT Infrastructure, EUS, and Service Desk delivery projects.

Leadership Style: Proven track record of managing people managers with a "supportive yet firm" leadership approach—holding teams accountable to strict KPIs while maintaining a highly collaborative culture.

Risk & SIP Governance: Demonstrated expertise in managing complex project risks in a multi-site environment and executing structured Service Improvement Plans (SIPs).

Executive Presence: Exceptional presentation and storytelling skills, with a proven ability to present complex data metrics and risk mitigation strategies to C-level executives via polished monthly slide decks.

Certifications & Competencies

Certifications: PMP (Project Management Professional) or PgMP is strictly required. PMI-RMP (Risk Management Professional) or ITIL v3/v4 Expert/Managing Professional certification is highly desirable.

Data & Tooling: Mastery of project management tools (e.g., MS Project, Jira, Smartsheet) and deep familiarity with ITSM platform reporting dashboards (e.g., ServiceNow, Jira Service Management, ManageEngine).

Preferred candidate profile

📌 Project/Program manager, Lower Parel (Mumbai Suburban)
🏢 Team Computers
📍 Mumbai Suburban