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 polic

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