Role summary The Program Manager, Services runs the internal programs that make Services efficient, predictable and profitable. The role spans all four service lines — Professional Services, Content as a Service (CaaS), Managed Services and Technical Solutions — rather than a single customer engagement.

You will own portfolio-wide visibility into cost, revenue, margin and sourcing (in-house vs. outsourced); run strategic Services initiatives from charter to closure; coordinate internal response on escalations and accounts that need operational support; and build the executive narratives that leadership uses with founders, Sales and customers.

This is a hands-on, high-ownership role for a structured operator who is equally comfortable in a spreadsheet, a platform, a cross-functional working session and an executive deck.

Key responsibilities

1) Services portfolio governance & visibility

- Build and maintain a single source of truth across PS, CaaS, Managed Services and Technical Solutions: active programs, capacity, utilization, delivery health and risk.
- Run the Services governance cadence — weekly portfolio reviews, monthly business reviews and quarterly planning — with explicit decision logs and action tracking.
- Define and standardize portfolio metrics and reporting so leadership can see issues early and act on data, not anecdotes.

2) Program financials: cost, revenue & sourcing

- Track Services revenue, cost and margin by service line, account and program; surface variance and its drivers.
- Maintain clear visibility into what is delivered in-house versus outsourced — vendor spend, contractor utilization and the cost/quality trade-off of each.
- Support pricing, estimation and capacity models with leadership, Finance and Presales; flag margin risk before deals are signed and during delivery.
- Prepare inputs for budgeting,



forecasting and headcount planning.

3) Strategic initiatives

- Charter, plan and drive Services-wide initiatives end to end — e.g., AI-led delivery transformation, new service packaging, operating-model changes and tooling rollouts.
- Own initiative governance: scope, milestones, owners, dependencies, RAID logs and success metrics.
- Hold cross-functional owners accountable and report progress and outcomes to leadership.

4) Escalation & account operations support

- Act as the program lead on escalations: assemble the right internal team, run the recovery plan, track commitments and close the loop.
- Provide operational support to accounts that need it — resourcing gaps, cross-team dependencies, commercial or scope clarity — without becoming the day-to-day delivery owner.
- Capture root causes and turn recurring issues into process or product fixes.

5) Operational efficiency & process improvement

- Identify inefficiencies across service functions — hand-offs, duplicated effort, tooling gaps, manual reporting — and drive measurable fixes.
- Standardize playbooks, templates, and operating rhythms across service lines.
- Partner with team leads to apply AI and automation to internal workflows (reporting, estimation, resource allocation).

6) Executive communication & storytelling

- Build executive presentations for founders, leadership reviews, Sales/GTM forums, and customer executive meetings.
- Turn operational data into a clear narrative: what is happening, why it matters, and what decision is needed.
- Draft briefs, business cases, and updates for Services leadership.

Tools, cadences & metrics Tools: Jira, Rocketlane, Excel/Google Sheets, Salesforce (inputs), BI dashboards, Google Slides/PowerPoint, and AI assistants for analysis and drafting.

Looking for people with experience in Strategy &Operationss;/PMO governance/CEO'S office Background.

📌 Program Manager (Strategy &Ops) (Maharashtra)
🏢 Stealth Startup
📍 Maharashtra