Digital Technology Senior Team Leader/Project Manager – Unified Customer Portal & ServiceNow CSM

Baker Hughes Inc.

Bengaluru

On-site

INR 2,500,000 - 3,500,000

Full time

9 days ago

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Benefits offered by this job

Private medical care options

Life insurance

Job summary

Baker Hughes Inc. in Bengaluru is seeking a Digital Technology Senior Team Leader/Project Manager to lead the Unified Customer Portal and ServiceNow CSM initiatives. The role combines product management with technical depth to deliver enterprise platform capabilities and Gen AI-driven improvements.

You will drive roadmaps, manage integrations and data migrations, and coordinate with stakeholders to ensure timely delivery across upstream and downstream systems.

Qualifications

Experience as Program Manager or Project Manager in enterprise platforms.
8–10 years of related experience.
Strong technical understanding of customer support platforms, integrations and data migration.
Experience managing backlogs, issue trackers and agile delivery frameworks.
Excellent stakeholder management, communication and leadership capabilities.
Ability to balance strategic vision with hands-on execution.
Understanding of Gen AI/Agentic AI and DevOps practices.

Responsibilities

Roadmap ownership and prioritization for Unified Customer Services.
Lead design, implementation and deployment of new features.
Oversee integrations with multiple upstream and downstream systems.
Develop Gen AI & Agentic AI strategy for Cordant Services Tech support.
Plan and execute data migration activities with accuracy and minimal disruption.
Collaborate with stakeholders to capture requirements and resolve issues.
Maintain backlog and issue tracking with clear prioritization.
Translate business requirements into technical specs for dev teams.
Identify risks and define mitigation strategies.
Prepare delivery timelines and manage scope.
Oversee DevOps resources and vendor coordination.
Drive ongoing development and operations for business continuity.

Skills

Program management

Project management

Stakeholder management

Agile delivery

Leadership

Communication

Problem-solving

DevOps & Agile understanding

Gen AI basics

Enterprise systems knowledge

Tools

ServiceNow CSM

Gen AI tooling

CRM/ERP familiarity

Data migration tools

Job description

Digital Technology Senior Team Leader/Project Manager – Unified Customer Portal & ServiceNow CSM

Baker Hughes is the leading energy technology company, who delivers across the energy value chain through our market-leading business segments. Built on a century of experience and conducting business in over 120 countries. Our innovative technologies and services are taking energy forward! Making it safer, cleaner and more efficient for people and the planet.

Are you interested in join Project Management Team?

Would you like to be a part of successful team?

Join our team!

Partner with the Best

We are seeking a highly skilled Program Manager /Project Manager to lead the delivery, enhancement, and operations of the Unified Customer Portal and ServiceNow Customer Service Management (CSM) & Gen AI capabilities (including Agentic AI) for Cordant Services Business. This role is pivotal in driving the roadmap for the Unified Customer Services Support Program, ensuring seamless integration with upstream and downstream systems, and aligning business requirements with technical execution.

The ideal candidate will combine strong product management expertise with technical depth, stakeholder management skills, and proven experience in enterprise platform delivery.

As a Digital Technology Senior Team Leader/Project Manager – Unified Customer Portal & ServiceNow CSM , you will also be responsible for:

Roadmap Ownership Drive the strategic roadmap for Unified Customer Services Support, prioritizing enhancements, new features, and operational stability.
Product Enhancements Lead the design, implementation, and deployment of new functionalities, ensuring alignment with business goals and customer needs.
Integration Management Oversee integrations with multiple upstream and downstream systems, ensuring data consistency, scalability, and automation.
ServiceNow Gen AI & Agentic AI Prepare the strategy for enabling the Gen AI functionalities for the Cordant Services Tech support business operations
Data Migration Plan and execute data migration activities, ensuring accuracy, compliance, and minimal disruption to business operations.
Stakeholder Alignment Collaborate with business stakeholders to capture requirements, manage expectations, and resolve issues/defects effectively.
Backlog & Issue Tracking Maintain the product backlog and issue tracker, ensuring clear prioritization and timely resolution.
Requirement Translation Translate business requirements into technical specifications and hand over to development teams for execution.
Risk Management Identify potential risks, predict challenges, and define mitigation strategies to ensure delivery success.
Timeline & Delivery Prepare and manage delivery timelines, ensuring projects are executed on schedule and within scope.
Vendor Management Manage the DevOps vendor resources for prioritization and bandwidth allocation/utilization
DevOps Lead Drive the Development, enhancement & support and operations for business continuity and future deployments

Fuel your passion!

To be successful in this role you will:

Proven experience as a Program Manager or Project Manager in enterprise platforms.
Have experience with 8 to 10 years.
Strong technical understanding of customer support platforms , integrations, and data migration.
Experience managing backlogs, issue trackers, and agile delivery frameworks.
Excellent stakeholder management, communication, and leadership skills.
Ability to balance strategic vision with hands-on execution.
Strong problem-solving skills with a focus on automation and process optimization.
Basic understanding of the Gen AI/Agentic AI
Understanding of the DevOps & Agile methodology
Basic understanding of Enterprise systems like CRM, ERP and data lakes

Preferred Skills

Knowledge of enterprise architecture principles.
Familiarity with risk management frameworks and deployment best practices.
Strong analytical skills to convert complex business needs into actionable technical requirements.
Strong understanding of the DevOps & Agile methodology including backlog prioritization and sprint planning
Strong understanding of driving strategic vision into technical roadmaps and leading the execution & delivery

What We Offer

Opportunity to lead a high-impact enterprise program.
Collaborative environment with cross-functional teams and leadership visibility.
Platform to drive innovation, automation, and customer experience transformation.

Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect.