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Senior Project/Program Manager | HCL Technologies

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1657800BR

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Senior Project/Program Manager

Role Summary

HCLSoftware is seeking a highly experienced Service Management Office (SMO) Lead to establish the SMO as a first-time, structural capability for Enterprise IT and Central Engineering, providing strategic leadership for ITSM transformation, governance, and architecture. This role requires a seasoned techno-functional professional with 20+ years of experience in designing, implementing, and optimizing large-scale ITSM solutions, operating models, and service management processes across global enterprises.

The SMO Lead will act as a trusted advisor to senior leadership, and as Process Manager for the Service Operations and Service Delivery processes, driving service excellence through process-led design, closed-loop CMDB intelligence, tooling re-implementation, and operational governance.

Key Responsibilities

Define and execute the enterprise ITSM strategy and SMO roadmap across the three program phases: study and planning, design, and build and delivery.

Lead the ground-up re-implementation of tools configured around process design, and redesign or retain other ITSM tools as required.

Establish governance cadence, operating models, RACI, KPIs, SLAs, and continual service improvement programs that measure the shift from reactive to proactive operations.

Own the ITIL-aligned Service Operations and Service Delivery processes in scope (service operations, service fulfilment, change and release, and availability and capacity management), including their interfaces with incident, problem, and configuration management.

Champion service transformation through a closed-loop model in which service management processes trigger CMDB updates and the enriched CMDB feeds intelligence back into those processes.

Provide executive-level guidance to the sponsors and SMO Head on service delivery optimization and organizational change.

Partner with business, technology, delivery, and security leaders to align service management capabilities with business objectives.

Lead and mentor the SMO team, consolidating existing service management leads and supporting their transition into the new operating model.

Required Experience & Expertise

20+ years of IT experience with significant leadership in ITSM, service operations, and transformation programs. Roles are assigned on demonstrated subject-matter expertise, not tenure alone.

Proven track record of leading enterprise-scale ITSM tool implementations and service management transformations, ideally including ground-up re-implementations driven by process design.

Deep expertise in service management architecture, governance, integrations, and operational excellence, including closed-loop, CMDB-driven process design.

Strong experience with platforms such as ServiceNow, BMC Helix, Jira Service Management, Ivanti, or equivalent.

Extensive knowledge of ITIL, enterprise architecture, automation, data center and cloud technologies, and service delivery best practices.

Qualifications

Bachelor's degree in Engineering, Computer Science, Information Technology, or related discipline.

Advanced degree preferred.

Preferred Certifications

ITIL 4 Managing Qualified / Strategic Leader

TOGAF

PMP / PgMP

Cloud Architecture Certifications (Azure/AWS)

Leadership Competencies

Strategic Thinking & Executive Presence

Enterprise Architecture & Transformation Leadership

Process-Led Design & Tool Governance

Closed-Loop Service Intelligence

Stakeholder & Client Relationship Management

Organizational Change Management

Innovation & Continuous Improvement

Global Team Leadership

Designation

Senior Program Manager II

(Posting).

Role Summary

HCLSoftware is seeking a highly experienced Service Management Office (SMO) Lead to establish the SMO as a first-time, structural capability for Enterprise IT and Central Engineering, providing strategic leadership for ITSM transformation, governance, and architecture.



This role requires a seasoned techno-functional professional with 20+ years of experience in designing, implementing, and optimizing large-scale ITSM solutions, operating models, and service management processes across global enterprises.

The SMO Lead will act as a trusted advisor to senior leadership, and as Process Manager for the Service Operations and Service Delivery processes, driving service excellence through process-led design, closed-loop CMDB intelligence, tooling re-implementation, and operational governance.

Key Responsibilities

Define and execute the enterprise ITSM strategy and SMO roadmap across the three program phases: study and planning, design, and build and delivery.

Lead the ground-up re-implementation of tools configured around process design, and redesign or retain other ITSM tools as required.

Establish governance cadence, operating models, RACI, KPIs, SLAs, and continual service improvement programs that measure the shift from reactive to proactive operations.

Own the ITIL-aligned Service Operations and Service Delivery processes in scope (service operations, service fulfilment, change and release, and availability and capacity management), including their interfaces with incident, problem, and configuration management.

Champion service transformation through a closed-loop model in which service management processes trigger CMDB updates and the enriched CMDB feeds intelligence back into those processes.

Provide executive-level guidance to the sponsors and SMO Head on service delivery optimization and organizational change.

Partner with business, technology, delivery, and security leaders to align service management capabilities with business objectives.

Lead and mentor the SMO team, consolidating existing service management leads and supporting their transition into the new operating model.

Required Experience & Expertise

20+ years of IT experience with significant leadership in ITSM, service operations, and transformation programs. Roles are assigned on demonstrated subject-matter expertise, not tenure alone.

Proven track record of leading enterprise-scale ITSM tool implementations and service management transformations, ideally including ground-up re-implementations driven by process design.

Deep expertise in service management architecture, governance, integrations, and operational excellence, including closed-loop, CMDB-driven process design.

Strong experience with platforms such as ServiceNow, BMC Helix, Jira Service Management, Ivanti, or equivalent.

Extensive knowledge of ITIL, enterprise architecture, automation, data center and cloud technologies, and service delivery best practices.

Qualifications

Bachelor's degree in Engineering, Computer Science, Information Technology, or related discipline.

Advanced degree preferred.

Preferred Certifications

ITIL 4 Managing Professional / Strategic Leader

TOGAF

PMP / PgMP

Cloud Architecture Certifications (Azure/AWS)

Leadership Competencies

Strategic Thinking & Executive Presence

Enterprise Architecture & Transformation Leadership

Process-Led Design & Tool Governance

Closed-Loop Service Intelligence

Stakeholder & Client Relationship Management

Organizational Change Management

Innovation & Continuous Improvement

Global Team Leadership

Experience

7.5-12 Years

Qualification

Bachelor of Technology/ Engineering

No. of Positions

1

Location

Bangalore

Skill (Primary)

Infrastructure Management Services (IMS)-Process-ITIL

Skill Level 3 (S)

Cloud Services-Platform Engineering-Cloud Architect, Infrastructure Management Services (IMS)-Project Management-PMP

Senior Project/Program Manager | HCL Technologies

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📌 Senior Program Manager II (India)
🏢 HCL Technologies
📍 India