Principal Program Manager

Organization Background At External Services, our healthcare consulting and services arm, we are delivering complete solutions that modernize and simplify every step in the process of providing excellent healthcare and we are doing it by making sure we are looking at things through the same lens as our customers. We are using the most promising and practical ideas, together with the experience and expertise from people inside the healthcare industry to create things that work for care facilities, for their patients, and to build health for a better world.

What will you be responsible for?

• Manage portfolio programs with high complexity, strategic priority and/or visibility, system and/or regional priority – typically at an enterprise level.
• Act as the primary point of contact between business/client executive leadership and delivery teams. Be responsible for engaging executive leadership and communicating the progress of the program/s.
• Lead client meetings and discussions: govern, review, drive, and manage client-defined SLAs and internal metrics.
• Analyse weekly performance indicators, encourage awareness, and drive performance improvements.
• Provide leadership, guidance, and feedback on individual and team performance.
• Ensure programs are planned and executed in a manner that supports the client’s mission and enables integration and collaboration across the health system while meeting the organizational objectives.

What would your day look like? Client Engagement & Relationship Management

• Serve as the primary liaison to client leadership; maintain executive‑level relationships and ensure clear visibility to program goals, risks, and outcomes; ensuring clear communication and alignment on the roadmap
• Build strong, trust-based relationships with clients to understand their business needs and priorities

Program Oversight

• Lead cross-functional teams to deliver programs on time, within scope, and budget
• Develop and maintain detailed program plans, timelines, and status reports
• Identify risks and proactively implement mitigation strategies

Strategic Planning & Execution

• Collaborate with key stakeholders to define program objectives and success metrics
• Participate in continuous process improvement activities driving value to client
• Align program deliverables with client business outcomes and strategic goals

Performance Monitoring & Reporting

• Track program performance using KPIs and provide regular updates to clients and internal leadership
• Drive continuous improvement through post-mortem analysis and feedback loops

Process Optimization

• Identify opportunities to streamline operations and enhance the client experience
• Implement best practices in program management tailored to the client

Who are we looking for?

• A consulting/ services program manager with minimum 12yrs of extensive experience working in a fast-paced, client facing role
• Experience managing end-to end execution of complex programs that span multiple tech and ops teams through delivery and support lifecycle
• Able to manage technology programs, defining milestones and success criteria, resource allocation and successful on-time delivery
• Experience with one or more key domains viz. Microsoft Azure/ Data/ Network or Cloud Solutions/ Cybersecurity in client program management capacity is highly preferred
• PMP, CSM, CSPO or any other relevant certification in related space will be added advantage.
• A bachelor's degree in computer science or information science or related field