Program / Engagement Manager

Apexon; Ahmedabad District; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Apexon in India is seeking a senior IT Program Manager to own end-to-end delivery and governance of AMS engagements across multiple teams. You will chair governance forums, manage SLA and KPI performance, and serve as the senior escalation point for major incidents.

The role requires leading cross-functional stakeholders, driving risk management, and coordinating transitions and knowledge transfer through the service delivery lifecycle to ensure timely, quality outcomes for clients.

Qualifications

• 12+ years of overall experience in IT Program Management, Engagement Management, Delivery Management, or Service Delivery Management.
• Strong experience managing AMS / Application Management Services / Managed Services engagements.
• Proven experience in SLA and KPI management.
• Strong experience in client and stakeholder management.
• Experience handling critical escalations and major incidents.
• Strong understanding of IT service governance and delivery processes.
• Hands-on experience in service/application transition and knowledge transition.
• Experience with Knowledge Acquisition, Shadow Support, Reverse Shadow, and Steady State transition.
• Strong communication, leadership, negotiation, and problem-solving skills.
• Experience managing multiple teams/pods and complex delivery environments.
• Experience conducting QBRs, MBRs, WSRs, and executive governance meetings.

Responsibilities

• Own end-to-end delivery and governance of the AMS engagement across multiple teams/pods.
• Establish and manage governance mechanisms with internal and client stakeholders.
• Chair or participate in QBRs, MBRs, WSRs, and other governance forums as per the cadence.
• Own SLA and KPI performance across delivery pods and drive corrective actions.
• Act as the senior escalation point for major incidents and client escalations.
• Drive effective stakeholder communication and timely resolution of delivery-related concerns.
• Manage risks, dependencies, issues, and action plans across the program.
• Lead and monitor the service transition lifecycle, including Knowledge Acquisition, Shadow Support, Reverse Shadow, and transition to Steady State.
• Ensure transition activities are completed within timelines and meet quality criteria.
• Collaborate with delivery, engineering, application support, and business teams for seamless service delivery.
• Monitor engagement health, delivery commitments, resource needs, and commercial aspects.
• Drive continuous improvement initiatives to improve service quality and client satisfaction.
• Provide regular program-level reporting and performance insights to senior leadership and client stakeholders.

Skills

IT Program Management

Engagement Management

Delivery Management

Service Delivery Management

AMS / Managed Services

SLA & KPI management

Client & stakeholder management

Escalation handling

Governance forums (QBRs/MBRs/WSRs)

IT service governance

Transition & knowledge transfer

Job description

Key Responsibilities

• Own end-to-end delivery and governance of the AMS engagement across multiple teams/pods.
• Establish and manage governance mechanisms with internal and client stakeholders.
• Chair or participate in QBRs, MBRs, WSRs, and other governance forums as per the agreed cadence.
• Own overall SLA and KPI performance across all delivery pods and drive corrective actions for any deviations or breaches.
• Act as the senior escalation point for major incidents, critical issues, and client escalations.
• Drive effective stakeholder communication and ensure timely resolution of delivery-related concerns.
• Manage risks, dependencies, issues, and action plans across the program.
• Lead and monitor the service transition lifecycle, including Knowledge Acquisition, Shadow Support, Reverse Shadow, and transition to Steady State.
• Ensure transition activities are completed within agreed timelines and meet quality and operational readiness criteria.
• Collaborate with delivery, engineering, application support, and business teams to ensure seamless service delivery.
• Monitor overall engagement health, delivery commitments, resource requirements, and commercial aspects.
• Drive continuous improvement initiatives to improve service quality, operational efficiency, and client satisfaction.
• Provide regular program-level reporting and performance insights to senior leadership and client stakeholders.

Required Skills & Experience

• 12+ years of overall experience in IT Program Management, Engagement Management, Delivery Management, or Service Delivery Management.
• Strong experience managing AMS / Application Management Services / Managed Services engagements.
• Proven experience in SLA and KPI management.
• Strong experience in client and stakeholder management.
• Experience handling critical escalations and major incidents.
• Strong understanding of IT service governance and delivery processes.
• Hands-on experience in service/application transition and knowledge transition.
• Experience with Knowledge Acquisition, Shadow Support, Reverse Shadow, and Steady State transition.
• Strong communication, leadership, negotiation, and problem-solving skills.
• Experience managing multiple teams/pods and complex delivery environments.
• Experience conducting QBRs, MBRs, WSRs, and executive-level governance meetings.