Senior Program Manager

Job Summary

We are seeking an experienced Program Manager – Application Support & Managed Services to lead large-scale application support engagements, drive operational excellence, and ensure delivery against committed SLAs. The ideal candidate will have a strong technical background, experience managing cross-functional support teams, and a proven track record in service delivery, automation, AI-led efficiency initiatives, and business growth support.

Key Responsibilities

• Manage end-to-end application support and managed services engagements, ensuring SLA and KPI adherence. • Lead cross-functional teams across development, support, infrastructure, QA, and business stakeholders. • Monitor service performance metrics, operational dashboards, incident trends, and customer satisfaction. • Drive continuous service improvement through automation, AI adoption, and process optimization initiatives. • Identify efficiency opportunities and implement solutions to reduce operational effort and improve service quality. • Manage project financials, including P&L ownership, forecasting, resource planning, and cost optimization. • Establish strong stakeholder relationships and provide regular governance updates to client and leadership teams. • Support business growth through proposal development, estimations, solutioning, and client presentations. • Drive Agile delivery practices and service management processes across support engagements. • Manage risks, escalations, vendor coordination, and ensure compliance with contractual commitments. 

Skill Requirements

• Bachelor's degree in Engineering, Computer Science, or related field. • 5+ years of experience in Application Support, Managed Services, or IT Service Delivery. • Strong technical foundation with experience managing enterprise application landscapes. • Demonstrated experience in SLA/KPI management, service governance, and operational reporting. • Experience implementing AI, automation, AIOps, or similar productivity initiatives within support operations. • Strong understanding of Agile methodologies and IT service management practices. • Experience managing large distributed teams and multiple stakeholders. • Good commercial acumen with exposure to P&L management and financial governance. • Strong communication, leadership, and customer management skills. • Experience supporting RFPs, proposals, solutioning, and business development activities.

Other Requirements