Program Manager

Position Details:

Position Project Management Office ( Program Manager Service)

Job Purpose :

The Program Manager is responsible for executing strategic and operational excellence across the service organization to meet or exceed defined KPIs. This role ensures the deployment of global service portfolios and processes to deliver exceptional customer experiences, improve satisfaction, and achieve sustainable growth. Central to this is driving digital transformation, increasing operational efficiency, and maximizing the use of technology platforms in service delivery.

This role requires a high degree of self-organization, and a clear bias toward execution delivering practical, actionable frameworks rather than abstract models. Experience with Agile methodologies (e.g., Scrum) and a strong software-oriented mindset will be valuable in driving productivity, streamlining initiatives, and managing complex digital service programs. Creating an environment of execution is the target.

Responsibilities:

1. Operational Efficiency & KPI Delivery

Lead the service operations team to achieve or surpass all established Service KPIs (response time, resolution time, customer satisfaction, etc.).

Identify and implement efficiencies across service workflows to improve productivity, quality, and cost-effectiveness.

Review operational scorecards and benchmark performance to industry and internal best practices.

1. Implementation of Global Service Portfolio

Build a comprehensive framework to sell, deploy, and operate global digital services.

Define clear roles, establish interfaces, and challenge existing local procedures to streamline execution.

Monitor service delivery quality and ensure alignment with global standards, processes, and tools.

Promote best practices and continuously improve service offerings to meet evolving customer needs.

1. Strategy Execution & Performance Management

Drive global and regional service strategies focused on market leadership, long-term sustainable growth, and advancing the organization's vision to become the world's leading provider of digital services for buildings.

Lead performance reviews, define corrective actions, and ensure accountability for target achievement.

Measure and report progress on strategic KPIs and support regional leadership with data-driven insights.

1. Digital Transformation & Tools Adoption

Drive adoption of digital tools and platforms across the service organization to enhance transparency, efficiency, and customer experience.

Lead initiatives that transition operations from traditional onsite support to predictive and remote digital service models.

Identify process automation opportunities and champion digital workflows to reduce operational costs and improve margin.

1. Customer-Centric Service Excellence

Build and maintain a high-performing service team focused on delivering value and enabling customer success.

Monitor customer feedback and satisfaction metrics; drive initiatives to improve Net Promoter Score (NPS) and first-time fix rate.

Ensure effective escalation and resolution mechanisms to maintain high service levels and customer trust.

1. Team Leadership & Development

Foster cross-functional collaboration in a matrixed organization; break silos and create shared ownership for delivery.

Develop, coach, and empower service managers and teams to build strong local execution capabilities.

Promote a culture of continuous improvement, accountability, collaboration, and digital-first thinking.

Align team skill development to the evolving portfolio, technology platforms, and customer expectations.

Qualifications and experience:

Bachelors or Masters degree in Engineering, Business Administration, or related field from reputed organization.

10+ years of experience in service delivery, operations, or customer success, preferably in Building Technologies, Smart Infrastructure, or Digital Services sectors.

Proven leadership experience in managing large, distributed service teams.

Demonstrated success in implementing global strategies and standardizing service operations.

Experience with Agile methodologies (e.g., Scrum), program increments, sprints, and iterative delivery frameworks.

Experience implementing global strategies and standardizing service operations.

Knowledge of statutory compliances w.r.t. Site establishment / EHS/Quality. PMP or PMI highly desired.

Strong Budget, cost and profitability management capabilities.

Demonstrated leadership ability to establish and manage a highperformance team.

Willingness to travel.

This role is based in Kalwa, where youll get the chance to work with teams impacting entire cities, countries and the shape of things to come.