Program Manager - IT Service Delivery Manager​/Senior Manager

Position: Program Manager - IT Service Delivery Manager / Senior Manager
Job Title:

Program Manager – IT Service Delivery (Manager / Senior Manager)

Location:

Mumbai

Experience:

8–10 Years
Budget:  Up to 28 LPA
Notice Period:  Immediate to 20 Days

Job Summary
The Program Manager will act as the  Account Owner and Service Owner  for the outsourced technology partner. The role ensures seamless IT service delivery, operational excellence, regulatory compliance, and superior customer experience across capital markets and enterprise applications.

Key Responsibilities
1. Service Delivery & Operations
Monitor daily IT service performance, uptime, and availability.
Manage incidents, service requests, and escalations (L1–L3) ensuring SLA compliance.
Ensure service continuity, DR readiness, and smooth operations.
Oversee escalated tickets, backlog reduction, and aging ticket management.
Conduct call reviews (P1–P4), analyse reopened and rejected calls.
Track capacity utilisation, attendance, rosters, and shift adherence.
Drive First Call Resolution (FCR), same-day closures, and SLA improvements.
2. ITSM & Process Management
Define, implement, and maintain ITSM processes:
Incident Management
Problem Management
Release Management (impact assessment)
Configuration & Asset Management
Service Level Management
Ensure alignment with  ITIL  and  ISO 20000  standards.
Review and approve SOPs, ensure QMS compliance, close NCs.
Maintain knowledge repositories (KEDB, KT documentation).
3. Governance & Reporting
Prepare and publish KPI dashboards, SLA reports, and operational metrics.
Lead internal governance reviews:
M  / WSR
DP M
Tech Reviews
QMS Reviews
RCA/PIR compliance
SEBI & regulatory reviews
Monitor vendor performance, OLA adherence, and contract compliance.
Govern Dialler performance (AHT, ACW, rejection rates).
Track compliance with Three-Strike policy, R&R programs, and skill assessments.
4. Customer Experience & Quality Management
Monitor and drive NPS, CSAT, and TSAT scores.
Conduct quality audits, call reviews, and feedback sessions.
Improve workforce readiness, skill assessment, and scalability planning.
Implement initiatives to enhance customer satisfaction and reduce backlog.
5. Technical & Application Support (L2 Support)
Provide Level 2 support for capital markets platforms and business-critical applications.
Troubleshoot, analyse, and resolve incidents within SLAs.
Monitor and support real-time trading systems.
Collaborate with production support, development teams, OEMs/vendors.
Perform RCA for recurring issues and manage stakeholder communication.
Participate in release, patch, and change management cycles.
Maintain detailed knowledge base and documentation.
6. End-User Support & Infrastructure Assistance
Provide Level 2 technical support for end-user systems & enterprise applications.
Diagnose and resolve hardware, software, and network issues.
Install, configure, and maintain devices and applications.
Support VoIP, email, VPN, collaboration tools, and security requests.
Offer proactive monitoring, preventive maintenance, and improvement suggestions.
Support compliance audits and follow security protocols.