Program Manager

Total years of experience

15 to 20 years of experience in IT services & Operations with at least 4 to 5 years of experience,

• IT Service Automation AIOps solution development, Orchestration, Scripting, & Process Assessment
• Automation Solution design, Presales exposure & consultation experience.

Role & Responsibility

Role Purpose:

The Program Manager is responsible for the overall integrity and coherence of the Account Automation program,

The key purposes of this role are.

• Drive Transformation initiative within Accounts
• Account transformation-Target setting & SPRINT Management

Program management - Key, Strategic, Focus accounts (Additional KRAs)

• Automation transformation management - Capability development
• UNIT / Self Initiatives - Account transformation
• Stake holder management – Internal Leadership, Account Transformation PM’s, Vertical/Practice unit SPOC.

Should demonstrate strong Program management skills, Communication skills, good knowledge in Infrastructure fundamentals such as Hardware, OS Shells, Network, Storage, RDBMS, IP Addressing, Switching & Routing, DHCP, DNS. Fair understanding of ERP applications, solutions, working & integration to IT systems, able to work under pressure.

Key Deliverables:

1. Drive Automation initiative within Accounts

• Develop & Implement process & principles to collate, build insights, report & govern KPI’s and metrics related to Account Transformation group.
• Continuously evaluate Accounts/Vertical’s/Service lines to ensure they are meeting KPI’s and meeting deadlines, collaboration with Task force team and Delivery/ Practice leads.
• Roll out updates in central   portal in collaboration with stake holders.
• Tracking training requirements upskill & reskill for Vertical/Service lines with learning & development unit.
• Conduct periodic governance meeting with stakeholders: M-Review consolidation, 
• Issue resolution / Escalation management in coordination with Stake holders
• Risks management (all thru the project / program).

2.Account transformation-Target setting & SPRINT Management

• Automation scope (addressable HC) verification and sign off
• Automation transformation KPIs finalization
• Automation goal setting and sign off with Account KDMs & Practice Unit SPOCs.
• Automation SPRINT management (accounts in scope).
• Automation roll out coordination in line with SPRINT plan.

3.Automation transformation management - Capability development

• Identify right set of associates for individual Practice Units / Accounts
• Design Automation courses and pathways
• Training plan for every nominated & reskilled (last year) associates
• Train identified / nominated associates as per the plan… with assigned mentors / SMEs
• Assign use cases to trained associates and govern it (end to end)

5.UNIT / Self Initiatives - Account transformation

• Central Reporting Portal - Setup a  digitized governance dashboard 
• Perception change / CSAT - Key, Strategic, Focus accounts Cross PU & Cross functional BOTs.
• Automation CMI - Enhance coverage & Maturity (Track, Report, and Accomplish).
• Technical learning & development sessions (Sustenance).
• Any other initiatives assigned by the leaders.

6.Stake holder management

• Internal stake holders – Vertical’s /Service line Heads, Account Automation Task force, ACE Internal teams, Delivery Managers, Technology SME’s,
• External stake holders – Partners, Vendors.

Skills & Competencies (Level 1 to 5)

Skills & Competencies level

• General awareness on Automation and related tools and technologies: Level 4
• Project management: Plan, Execute, Closure, Risks, and Management: Level 4
• People management: Collaboration, Team mgmt., Relationship mgmt.: Level 4
• Governance: MIS Reports, Reviews, Audits, Escalation mgmt.: Level 5
• Finance management: Budget, Accounting, Charging: Level 5
• Documentation: Structuring, Articulation, Representation: Level 4
• Soft skill: Communication, Presentation, Negotiation, Conflict mgmt.: Level 5

You will stand out if you have the following.

(Good to have skills and experience)

Others signification role requirements:

• Strong communication skills is a must and ability to effectively work with both internal and external customers
• Ability to manage programs spanning across Account teams/DU teams and clients
• General awareness on Automation and related tools and technologies will be an added advantage
• Experience in implementing automation in the areas of application/Infra support will be an added advantage
• Leadership skills and a positive attitude with a flair for driving organization wide initiatives.
• Awareness and some experience in working in mid-scale enterprise environment and the new tools/solutions in the industry.
• Consulting mindset & good communication skills.