Program Manager

3 days ago

Noida, Uttar Pradesh, India beBeeProjectManagement Full time ₹ 1,20,00,000 - ₹ 1,70,00,000

Our organization seeks a detail-oriented and organized project management professional to lead the Project Management Office in our Customer Support department. This role is pivotal in connecting strategic initiatives with project execution and cross-functional coordination.

Key Responsibilities:
  • We require you to establish and enforce frameworks, methodologies, and tools tailored to ITIL standards for support operations.
  • You will drive clarity and accountability by documenting action items, assigning owners, and ensuring timely completion.
  • Maintain centralized documentation and a single source of truth for project status, risks, decisions, and KPIs.
  • You will oversee a portfolio of initiatives impacting customer support, ITSM processes, and service delivery.
  • Facilitate demand management, prioritization, and capacity planning across support teams.
  • Track dependencies, budgets, timelines, and resource utilization across active and upcoming projects.
  • Create and deliver project dashboards, reports, and executive summaries on performance, risks, and progress.
  • Support continuous improvement efforts with data-driven insights and retrospective reviews.
  • Serve as liaison between project teams, service owners, business stakeholders, and senior leadership.
  • Ensure projects integrate with ITIL-aligned processes (e.g., Incident, Problem, Change, Service Request).
  • Collaborate with ITSM teams to ensure new initiatives support SLA targets, customer satisfaction, and service stability.
  • Contribute to the standardization and documentation of processes, change controls, and workflows.
Requirements:
  • 5+ years of experience in project/program management or PMO functions.
  • Strong understanding of ITIL best practices and their application in operational environments.
  • Proven experience managing projects within Customer Support, ITSM, or Service Desk functions.
  • Proficiency in project management tools (e.g., MS Project, Smartsheet, JIRA).
  • Strong organizational, communication, and stakeholder management skills.
  • Ability to translate strategic goals into actionable and measurable project outcomes.
PREFERRED QUALIFICATIONS
  • Experience working with or supporting customer or merchant support functions, preferably in SaaS, fintech, or payments.
  • ITIL Foundation certification (v3 or v4).
  • PMP, PRINCE2, or Certified Scrum Master (CSM) credentials.
  • Experience with Jira Service Management, ServiceNow or other ITSM platforms.
  • Familiarity with customer satisfaction programs, ticketing systems, and support metrics (SLAs, CSAT, FCR).

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