Job Opening For Program Manager

Aforeserve; New Delhi; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Aforeserve is seeking an experienced Program Manager to oversee IT service delivery across regional sites. The role focuses on reviewing performance with the service desk and engineers, acting as the single point of contact for Customer IT management, and ensuring timely closure of VIP and major incidents.

The ideal candidate will drive process improvements and ITSM adherence. The position requires extensive ITIL knowledge, leadership of cross-functional teams, and the ability to coordinate

Qualifications

• ITIL certification and experience with ITIL tools.
• Extensive service delivery and incident management experience.
• Strong stakeholder and customer management skills.

Responsibilities

• Review service performance with service desk and site engineers weekly.
• Act as SPOC for Customer IT management on all service-related issues.
• Lead and drive major incidents to closure with updates and communications.
• Organize resources to meet SLA requirements and drive continuous improvements.
• Implement ITSM best practices and automate where possible.
• Train and develop the desktop/helpdesk team for quality service.

Skills

ITIL certified

Service delivery

Incident management

Stakeholder management

Education

B.E/B.Tech/MBA?

M.Sc/MCA

Diploma in Engineering (Computer Science)

Job description

Role & responsibilities

Education and Experience :

10 12 years experience in similar field 15 Year Regular Education with 3 years regular Diploma in Eng. In Computer Science / B.E/B.Tech/M.Sc/MCA ITIL Certified, Must have worked on ITIL tool .

Program Manager JD:

1. Review service performance with service desk and site support engineers on weekly basis and provide service improvement program to Customer.
2. Act as SPOC for Customer IT management for all service-related issue.
3. Make sure VVIP, VIP and Major Incidents are being handled for timely closer with proper update and Communication.
4. Lead and Drive all Major Incidents till closure, along with Customer IT Infra and Application team
5. To organize resources required to provide services as per the SLA of this agreement.
6. Lead Automation initiatives to reduce the repetitive calls and enable self-service.
7. Ensure all services are driven by ITIL process
8. Interlock with Location IT owner from Customer End, Branch commercial Head and IT managers of Plants, for health of smooth operations Delivery at these locations.
9. Ensure preparation of process document and thereafter implementation of these processes for all services covered in the agreement.
10. Identify training needs for the Desktop and Helpdesk team and ensure that trainings are carried out to meet the quality service requirement of Customer.
11. To manage the service delivery team, consisting of help desk/ engineers/ senior engineers across the country to ensure uptime & availability commitment.
12. Weekly review with Customer IT team
13. 12 Monthly review with Customer IT Management team along with management.
14. Quarterly review with governance team at both Customer and PARTNER management.
15. Drive continuous service improvements, service desk efficiency and automate services as much as possible
16. Prepare monthly and quarterly MIS report that covers program status, services availability, SLA’s, Improvements, Issues etc.
17. Implement ITSM best practices.
18. Ensure team is motivated and working in accordance with Customer policies and procedures.
19. Regular touch with business for improvement / enhancement in services from infra to SAP to non-SAP.
20. Timely availability of resources in case someone goes absent / abnormal scenario.
21. Besides planned activities should be able to manage unplanned activities.
22. To build / train team in such a manner that second-in-line is always available at key positions

Preferred candidate profile