Senior Program Manager

HCL Technologies Limited; NTR; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

HCL Technologies Limited seeks an experienced Program Manager to lead end-to-end program delivery, governance, and stakeholder management across distributed teams. The role emphasizes ITIL-aligned service delivery, risk mitigation, and operational excellence to meet contractual commitments.

The ideal candidate brings 10+ years in IT with 3+ years in service delivery, strong communication and leadership skills, and a proven track record managing diverse engagements across applications,

Qualifications

• 10+ years in IT industry with at least 3+ years in Service Delivery Management.
• Experience handling Application Support, Infrastructure, ERP, Cloud, or Managed Services.
• Strong ITIL knowledge and service management framework experience.
• Customer-facing with stakeholder management and distributed teams.

Responsibilities

• Own end-to-end service delivery for assigned accounts and programs.
• Ensure compliance with SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management processes.
• Conduct regular service reviews and governance meetings with customers.
• Track service performance and drive corrective actions.
• Manage customer escalations and ensure timely resolutions.
• Drive operational excellence, automation, and continuous improvement.
• Collaborate with project teams, vendors, and business stakeholders.
• Oversee risk, dependencies, and mitigation plans.
• Ensure adherence to ITIL processes and organizational policies.
• Manage resource planning, utilization, and knowledge management.
• Support contracts, renewals, and account growth.
• Prepare and present operational dashboards and executive summaries.

Skills

Leadership

Communication

Execution

Education

Bachelor's degree in Engineering/IT/CS or related field

Tools

ITIL

Service Management

Governance

Job description

We are seeking an experienced Program Manager to lead and govern multiple projects and strategic initiatives. The individual will be responsible for end-to-end program delivery, stakeholder management, financial oversight, risk mitigation, resource planning, and ensuring alignment with business objectives. The ideal candidate should have strong leadership, communication, and execution capabilities with experience managing cross-functional and geographically distributed teams.

Key Responsibilities

• Own end-to-end service delivery for assigned accounts/programs.
• Ensure compliance with agreed SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management processes.
• Conduct regular service reviews and governance meetings with customers and stakeholders.
• Track service performance, identify improvement opportunities, and drive corrective actions.
• Manage customer escalations and ensure timely resolution.
• Drive operational excellence, automation, and continuous service improvement initiatives.
• Collaborate with project teams, support teams, vendors, and business stakeholders.
• Manage service risks, dependencies, and mitigation plans.
• Ensure adherence to ITIL processes, quality standards, and organizational policies.
• Oversee resource planning, utilization, knowledge management, and team development.
• Support contract management, renewals, and account growth opportunities.
• Prepare and present operational dashboards, service reports, and executive summaries.

Required Qualifications

• Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.
• 10+ years of IT industry experience with 3+ years in Service Delivery Management.
• Experience managing Application Support, Infrastructure, ERP, Cloud, or Managed Services engagements.
• Strong understanding of ITIL processes and service management frameworks.
• Proven experience in customer-facing roles and stakeholder management.
• Experience managing geographically distributed teams.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.