Program Manager

InknowTech Pvt. Ltd.; Bengaluru; Sur place; INR 1 500 000 - 2 800 000; Plein temps

Résumé du poste

InknowTech Pvt. Ltd. in Bengaluru seeks a seasoned IT Delivery Manager to oversee end-to-end IT services delivery. You will manage Service Desk operations (L1-L3), coordinate Data Center activities, and drive governance through KPI dashboards and executive reviews.

The role requires strong leadership of 50+ professionals, stakeholder communication at the highest level, and a focus on reducing MTTR and CSAT improvements. Based in Bengaluru with on-site responsibilities.

Qualifications

• Experience in program/operations or delivery management in IT services.
• Track record of resource planning and attrition management.
• Proven experience in Service Desk and end-user support (L1/L2/L3)
• Data Center operations including servers, storage, network, DR coordination
• Experience handling multiple projects or accounts with planning and risk management
• Strong operational reporting and analytics including SLA/KPI dashboards and MIS
• Knowledge of ITSM processes and tools such as ServiceNow or Remedy
• Experience leading teams of 50+
• Excellent stakeholder and client communication including governance meetings
• Maintaining high CSAT and reducing ticket backlog and MTTR

Responsabilités

• Lead IT services delivery with focus on ITSM processes and governance.
• Plan resources, manage attrition and skill gaps; run training and succession plans.
• Oversee Service Desk and end-user support across L1/L2/L3 with ticket lifecycle management.
• Coordinate Data Center operations including DR, backups, and vendor coordination.
• Manage multiple projects/accounts with planning, prioritization and risk management.
• Produce operational analytics: SLA/KPI dashboards, monthly reviews, trend analysis.
• Lead and manage teams of 50+ with shift rosters and performance management.
• Maintain strong stakeholder and client communication, including executive reporting.
• Aim for high CSAT, reduce repeated incidents, backlog and MTTR.

Connaissances

IT leadership

Service Delivery

ITSM processes

Stakeholder communication

Analytics & reporting

Team management

Capacity planning

Outils

ServiceNow

Remedy

Description du poste

• 1.IT infrastructure managed services, with at least 5 to 8 years in a program, operations or delivery management role.
• 2.Resource Management: Plan resources, manage attrition and skill gaps, and run training and succession plans
• 3.Proven experience managing Service Desk and end-user support (L1/L2/L3), including desktop support, ticket lifecycle and escalation management.
• 4.Experience in Data Center operations: servers, storage, network, backup, monitoring, DR and vendor/AMC coordination.
• 5.Experience handling multiple projects or accounts at the same time, with planning, prioritization and risk management.
• 6.Strong experience with operational reporting and analytics: SLA/KPI dashboards, MIS, trend analysis, capacity and performance reports, monthly service reviews.
• 7.Working knowledge of ITSM processes (Incident, Problem, Change, Request, Asset) and tools such as ServiceNow, Remedy or similar.
• 8.Experience leading and managing teams of 50+ people, including shift rosters, resource planning and performance management.
• 9.Excellent stakeholder and client communication, including executive-level reporting and governance meetings
• 10.Maintain high CSAT and reduce repeat incidents, ticket backlog and MTTR