Senior Program Manager

2 weeks ago


Mumbai, Maharashtra, India ETP International Pvt. Full time

Position Overview:

This is a key leadership role that reports to the Vice President of ETP Global Services. As the head of managing deliverables for customers, you will be responsible for ensuring overall customer satisfaction.



Main Responsibilities:

Delivery:
  • Lead the planning, execution, and delivery of large-scale projects, ensuring adherence to timelines, budgets, and quality standards.
  • Create detailed project plans, allocate resources effectively, and develop risk mitigation strategies to optimize project outcomes. Focus on delivering results and ensuring commitments are met while holding team members accountable.
  • Monitor project progress, identify issues, and implement solutions to keep projects on track.
  • Manage Service Level Agreements (SLAs) to meet or exceed service delivery targets.
  • Conduct and oversee Customer governance meetings.

People:
  • Manage and mentor a diverse team of Business Consultants, Technical Experts, and others to support project initiatives.
  • Foster a collaborative team culture that encourages innovation, accountability, and continuous improvement.

Customer Focus:
  • Act as the primary point of contact for customers, establishing strong relationships and understanding their unique needs and goals.
  • Engage with key customer stakeholders to drive business outcomes.
  • Collaborate with customers to develop future strategies.
  • Identify new collaboration opportunities and solutions to enhance customer satisfaction.
  • Proactively address customer concerns, challenges, and risks to ensure high levels of satisfaction.

Work Environment:
  • Work closely with Technical and CSM teams to meet customer-specific requirements.
  • Utilize industry insights, market knowledge, and competitive analysis to drive strategic sales efforts and achieve revenue goals.

Qualifications and Skills:
  • Bachelor's degree in Computer Science or a related field; an MBA or advanced degree is preferred.
  • Over 20 years of experience in program/project management, successfully delivering large-scale technology projects on time and within budget.
  • Strong leadership skills to build and motivate high-performing teams in a fast-paced environment.
  • Excellent written and verbal communication skills to engage stakeholders at all levels.
  • Proficiency in client relationship management and critical thinking to solve complex problems.
  • Experience with Waterfall, Agile, Lean, or Continuous Delivery methodologies and tools.
  • Familiarity with industry frameworks and standards such as SDLC, Change Management, and Risk & Security.

Additional Skills:
  • Project management certifications like PMP, PRINCE2, or Agile/Scrum Master.
  • Willingness to travel as needed and demonstrate humility by listening, learning, and showing empathy in interactions.


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