Position: PMO - Business Operations

Reports To: Chief Operating Officer

Location: Noida / Delhi NCR

Profile Summary:

The PMO Business Operations will serve as the central governance, monitoring and execution coordination function for large programmes and projects of CSC e-Governance Services India Limited.

The role will ensure that commitments under Memoranda of Understanding (MoUs), government agreements, service delivery agreements, contracts and other approved commercial arrangements are translated into measurable deliverables and executed within agreed timelines, service levels, commercial terms and applicable compliance requirements.

Working closely with business verticals, State/UT teams, government stakeholders, technology teams, service providers, implementation partners and corporate functions, the role will drive programme governance, operational performance monitoring, risk mitigation, revenue assurance, financial reconciliation and process excellence.

The role plays a critical part in safeguarding revenue, mitigating commercial risk, minimizing leakage, and driving operational excellence across the program/project lifecycle. The role requires extensive travel within the country:

Key Responsibilities:

Programme Governance and Execution Monitoring

- Establish and maintain a structured governance framework for monitoring key programmes, projects, MoUs and service delivery commitments across business verticals.
- Track programme milestones, deliverables, timelines, dependencies, service levels and agreed outcomes.
- Coordinate with business verticals, State/UT teams, technology teams, government stakeholders and implementation partners to facilitate timely execution.
- Maintain programme dashboards, risk registers, issue logs and action trackers, ensuring accountability for agreed actions and timely closure of escalations.
- Identify execution bottlenecks, interdepartmental dependencies and deviations from approved plans, and drive resolution through the appropriate functional owners.
- Facilitate periodic programme reviews and provide consolidated performance reports, exception analysis and recommendations to the senior leadership.

Commercial Governance & Contract Compliance

- Act as the custodian of order governance,



approval requirements and policy compliance.
- Ensure all customer orders are validated and executed in alignment with approved contractual terms, commercial policies and business controls.
- Partner with internal teams to resolve entitlement and compliance issues.
- Ensure deliverables remain compliant with contractual requirements.
- Identify, assess and mitigate compliance, operational and commercial risks associated with complex transactions

Order Management & Operational Excellence

- Own governance of order execution post order.
- Monitor turnaround times across the order lifecycle and drive issue resolution to meet customer commitments.
- Collaborate with cross-functional teams to remove execution bottlenecks and strengthen operational efficiency.
- Monitor the accuracy and completeness of operational records and ensure that supporting documentation is available for billing, reconciliation, audit and financial closure.
- Promote standardization of operational workflows and strengthen accountability for timely execution across participating teams.

Revenue Assurance & Financial Realization

- Support execution and governance of the invoice-to-cash process for strategic, high-value and complex deals.
- Drive timely order conversion, invoicing, billing, reconciliation and collections escalations.
- Partner with Finance team. Internal and External Stakeholder Management (Customers, Internal Teams)
- Act as the key escalation point for operational, invoicing, contract and delivery-related issues.
- Engage with customer stakeholders to address reconciliation, compliance and commercial concerns.
- Build strong relationships with senior customer representatives and internal leadership teams.
- Drive collaboration across multiple business functions to ensure seamless execution and customer satisfaction. Process Excellence & Transformation




- Identify opportunities for process automation, standardization and operational improvements.
- Drive continuous improvement initiatives to reduce cycle times and improve operational effectiveness.

MIS, Performance Reporting and Management Reviews

- Develop and maintain consolidated dashboards covering programme execution, contractual compliance, service levels, revenue realization, receivables, risks and outstanding actions.
- Establish consistent reporting formats, data definitions, review calendars and accountability mechanisms across assigned programmes.
- Validate the completeness, consistency and reliability of reported operational and commercial data in coordination with the relevant data owners.
- Prepare management reports highlighting trends, exceptions, root causes, emerging risks and recommended corrective actions.
- Support periodic business reviews and leadership meetings by providing evidence-based performance insights and tracking decisions to completion

Qualifications and Experience

- 15+ years of relevant work experience
- Bachelor's degree in Engineering, Management, Commerce, Finance or a related discipline. A postgraduate qualification in Management, Finance, Operations or Project / Program Management certification would be preferred.
- Significant experience in programme management, PMO, business operations, commercial governance, contract management or financial operations in a complex, multi-stakeholder workplace.
- Experience working with government projects, public-sector enterprises, e-Governance programmes, technology-enabled services or large service-delivery ecosystems would be an advantage.
- Demonstrated ability to coordinate cross-functional teams, manage competing priorities, monitor complex deliverables and resolve operational escalations.
- Working knowledge of contract administration, billing and reconciliation, revenue assurance, financial controls, service-level management and management reporting.
- Proficiency in MIS dashboards, advanced spreadsheets and project-management or workflow tools. Experience with ERP, business intelligence and process-automation platforms would be desirable.

📌 PMO II Business Operations (New Delhi)
🏢 Common Service Centres (CSC)
📍 New Delhi