Track Lead - Program & Project Management

Track Lead \- Program \& Project Management

Others, Uttar Pradesh

• *Job Summary**
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Lead end\-to\-end service delivery across multiple towers ensuring alignment with contractual obligations • Drive collaboration between infrastructure, application, and support teams for integrated outcomes • Ensure dependency management across towers to avoid service disruption • Act as single point of accountability (SPOC) for cross\-functional deliverables

Cross Functional Manager (E3\.1\)\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nJob Summary\\\\\\\\r\\\\\\\\nCross Functional Manager is responsible for driving integrated delivery across multiple IT towers (I\&O, EUS, Apps, SAP, etc.), ensuring SLA compliance, operational excellence, and seamless coordination between technical and business stakeholders. Acts as a single point of accountability for cross\-tower performance, governance, and continuous improvement.\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nKey Responsibilities\\\\\\\\r\\\\\\\\nCross\-Functional Delivery Management\\\\\\\\r\\\\\\\\n• Lead end\-to\-end service delivery across multiple towers ensuring alignment with contractual obligations\\\\\\\\r\\\\\\\\n• Drive collaboration between infrastructure, application, and support teams for integrated outcomes\\\\\\\\r\\\\\\\\n• Ensure dependency management across towers to avoid service disruption\\\\\\\\r\\\\\\\\n• Act as single point of accountability (SPOC) for cross\-functional deliverables\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nSLA \& Performance Governance\\\\\\\\r\\\\\\\\n• Monitor SLA/KPI performance across all towers and drive corrective actions\\\\\\\\r\\\\\\\\n• Ensure adherence to agreed service levels, OLAs, and contractual commitments\\\\\\\\r\\\\\\\\n• Conduct regular service reviews (daily/weekly/monthly) with stakeholders\\\\\\\\r\\\\\\\\n• Identify systemic issues and drive preventive measures\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nIncident, Problem \& Change Management\\\\\\\\r\\\\\\\\n• Govern major incident handling with cross\-tower coordination\\\\\\\\r\\\\\\\\n• Ensure quality RCA with actionable prevention plans\\\\\\\\r\\\\\\\\n• Drive change management governance minimizing business risk\\\\\\\\r\\\\\\\\n• Lead war rooms and escalations for critical issues\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nCompliance, Risk \& Audit Management\\\\\\\\r\\\\\\\\n• Ensure audit readiness across all service functions\\\\\\\\r\\\\\\\\n• Drive compliance to ITIL processes and customer\-specific controls\\\\\\\\r\\\\\\\\n• Identify operational risks and execute mitigation plans\\\\\\\\r\\\\\\\\n• Support internal/external audits with required documentation\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nCustomer \& Stakeholder Management\\\\\\\\r\\\\\\\\n• Act as primary interface for customer leadership on service delivery matters\\\\\\\\r\\\\\\\\n• Manage escalations proactively with clear communication\\\\\\\\r\\\\\\\\n• Drive customer satisfaction through service improvements\\\\\\\\r\\\\\\\\n• Partner with customer VMO and internal leadership\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nContinuous Improvement \& Transformation\\\\\\\\r\\\\\\\\n• Identify automation and optimization opportunities across towers\\\\\\\\r\\\\\\\\n• Drive efficiency improvements (cost, productivity, cycle time)\\\\\\\\r\\\\\\\\n• Implement best practices and standardization across services\\\\\\\\r\\\\\\\\n• Support transformation initiatives (cloud, automation, AI\-led ops)\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nTeam \& People Leadership\\\\\\\\r\\\\\\\\n• Lead a distributed, multi\-functional team across geographies\\\\\\\\r\\\\\\\\n• Mentor tower leads and ensure capability development\\\\\\\\r\\\\\\\\n• Foster collaboration, accountability, and performance culture\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nSkill Requirements\\\\\\\\r\\\\\\\\nCore Skills\\\\\\\\r\\\\\\\\n• Strong IT Service Management (ITSM) knowledge (ITIL framework)\\\\\\\\r\\\\\\\\n• Cross\-tower delivery and dependency management expertise\\\\\\\\r\\\\\\\\n• SLA/KPI governance and reporting\\\\\\\\r\\\\\\\\n• Incident, Problem, and Change Management\\\\\\\\r\\\\\\\\n\\\\\\\\r\\\\\\\\nLeadership \& Soft Skills\\\\\\\\r\\\\\\\\n• Stakeholder management (customer \+ internal leadership)\\\\\\\\r\\\\\\\\n• Strong communication and conflict resolution\\\\\\\\r\\\\\\\\n• Decision

• *Key Responsibilities**
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Strong IT Service Management (ITSM) knowledge (ITIL framework) • Cross\-tower delivery and dependency management expertise • SLA/KPI governance and reporting • Incident, Problem, and Change Management

• *Skill Requirements**
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1\. Proficient In Project Management Methodologies And Tools, Including Dmo Frameworks.

2\. Strong Understanding Of Operations Management And Continuous Improvement Principles.

3\. Excellent Problem\-Solving And Analytical Skills.

4\. Effective Leadership And Team Management Abilities.

5\. Familiarity With Client Relationship Management And Service Level Agreements.

• *Other Requirements**
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Stakeholder management (customer \+ internal leadership) • Strong communication and conflict resolution • Decision\-making under pressure • Program\-level coordination and governance