Experience: 8–12+ Years

Location: Bhandup, Mumbai

CTC: Up to ₹20 LPA

Work Mode: WFO

Role Overview

We are looking for an experienced Program Manager to manage end-to-end IT projects and service delivery, ensuring timely execution, effective stakeholder coordination, and achievement of project KPIs, SLAs, and business objectives.

Key Responsibilities:

Service Delivery & Customer Management

- Act as the Single Point of Contact (SPOC) for all IMS, End User Support, and customer-related issues.
- Ensure adherence to SLA commitments, service norms, and contractual obligations.
- Review service performance periodically with customers and drive continuous service improvement.
- Handle customer escalations and ensure timely resolution to maintain high customer satisfaction.
- Organize and manage resources required for smooth account operations and service delivery.

End User Support Management

- Oversee Service Desk, Desktop Support, Laptop Support, VIP Support, IMAC, and End User Computing (EUC) services.
- Ensure timely resolution of incidents, service requests, and user issues as per agreed SLAs.
- Monitor support performance and implement corrective actions to improve user experience and service quality.

Quality, Process & Compliance

- Ensure implementation and maintenance of Quality Management Systems (QMS) across the account.
- Implement and govern all IMS processes covered under the contract.
- Prepare, maintain, and review process/procedure documentation bi-annually with proper version control.
- Identify and escalate quality issues, ensuring timely corrective and preventive actions.




- Manage customer-supplied assets/products and ensure compliance with contractual requirements.

People & Resource Management

- Identify training needs and ensure engineers receive required technical and process training.
- Conduct periodic performance reviews of engineers and publish monthly performance reports.
- Ensure discipline, work ethics, and adherence to organizational policies.
- Maintain resource availability for onsite/remote support and ensure backup resources for business continuity.
- Publish activity calendars and coordinate with dependent teams for resource planning.

Audit & Governance

- Conduct internal audits and participate in client audits, governance reviews, and audit meetings.
- Address auditor observations and support closure of audit findings.
- Perform pre-audit verification of branches/sites using defined audit checklists.
- Recommend and manage approved process deviations where applicable.

Vendor Management

- Act as the primary contact for all client IT vendors and AMC partners.
- Maintain vendor databases, including contact details, escalation matrices, SLAs/SLOs, response, and resolution timelines.
- Coordinate vendor calls logging, tracking, escalation, and closure.
- Monitor vendor performance and publish periodic performance reports.
- Ensure vendor issues are resolved within committed SLAs.

Required Skills:

- Infrastructure Managed Services (IMS)
- End User Support / EUC Management
- ITIL & IT Service Management (Incident, Problem, Change & Request Management)
- SLA/KPI Governance
- Customer & Stakeholder Management
- Vendor & AMC Management
- Audit & Compliance Management
- Team Leadership & Resource Planning
- Quality Management Systems (QMS)
- Reporting & Governance Reviews

📌 Senior Program Manager – IT Infrastructure (Mumbai)
🏢 Asian Hires
📍 Mumbai