Program Manager

Visara Human Capital Services; Mumbai; Hybrid; INR 1,800,000 - 2,800,000; Full time

Job summary

Visara Human Capital Services in Mumbai is seeking a seasoned Technical FMS Service Support & EUS product AMC leader to manage a technical support team, ensure defined processes are followed, monitor SLA adherence, and educate customers on new technologies.

You will oversee incident and major incident oversight, RCA governance, vendor coordination, weekly and monthly service reviews, and continuous improvement initiatives while maintaining governance with stakeholders and planning onsite

Qualifications

• Overall Operational Stability
• Day-to-Day Operations Management
• SLA Performance Management
• Incident & Major Incident Oversight
• Problem Management & RCA Governance
• Compliance with Audit & Policies
• Operational Risk Identification & Mitigation
• Vendor & Third-Party Coordination
• Change Impact Oversight (Operational)
• Billing Management
• Weekly / Monthly Service Reviews
• Stakeholder Management (Customer / DHL IT)
• Reporting & Management Dashboards
• Continuous Improvement Initiatives
• Escalation Governance & Decision Making

Responsibilities

• Technical FMS Service Support & EUS product working experience is Mandatory plus team management
• In order to fulfil the objectives of providing Technical FMS Service Support & EUS product AMC for DHL Group on team management
• Ensure all defined processes are followed
• Ensure Proactive actions taken for missed SLA calls & new initiatives implemented
• Control attrition
• Ensure Customer satisfaction
• Suggest Process improvement
• Ensure customer reviews are organized on weekly, Monthly & Quarterly basis
• Technical & process Training to be planned for Team and assessment test.
• Educate customer on new Technology solutions
• Regular team meetings
• Governance Review with Stakeholders
• Plan training for onsite resources
• Rewards & Recognition on regular intervals for team
• Team Bonding activities to be planned for onsite resources
• Critical gap assessment
• Ensure Preventive maintenance at RE and non RE sites
• Quarterly 1 site in each region to have BCP rehearse

Job description

Role & responsibilities

• Technical FMS Service Support & EUS product working experience is Mandatory plus team management
• In order to fulfil the objectives of providing Technical FMS Service Support & EUS product AMC for DHL Group on team management
• Ensure all defined processes are followed
• Ensure Proactive actions taken for missed SLA calls & new initiatives implemented
• Control attrition
• Ensure Customer satisfaction
• Suggest Process improvement
• Ensure customer reviews are organized on weekly, Monthly & Quarterly basis
• Technical & process Training to be planned for Team and assessment test.
• Educate customer on new Technology solutions
• Regular team meetings
• Governance Review with Stakeholders
• Plan training for onsite resources
• Rewards & Recognition on regular intervals for team
• Team Bonding activities to be planned for onsite resources
• Critical gap assessment
• Ensure Preventive maintenance at RE and non RE sites
• Quarterly 1 site in each region to have BCP rehearse

Preferred candidate profile

• Overall Operational Stability
• Day-to-Day Operations Management
• SLA Performance Management
• Incident & Major Incident Oversight
• Problem Management & RCA Governance
• Compliance with Audit & Policies
• Operational Risk Identification & Mitigation
• Vendor & Third-Party Coordination
• Change Impact Oversight (Operational)
• Billing Management
• Weekly / Monthly Service Reviews
• Stakeholder Management (Customer / DHL IT)
• Reporting & Management Dashboards
• Continuous Improvement Initiatives
• Escalation Governance & Decision Making