Program / Engagement Manager

Key Responsibilities

• Own end-to-end delivery and governance of the AMS engagement across multiple teams/pods.
• Establish and manage governance mechanisms with internal and client stakeholders.
• Chair or participate in QBRs, MBRs, WSRs, and other governance forums as per the agreed cadence.
• Own overall SLA and KPI performance across all delivery pods and drive corrective actions for any deviations or breaches.
• Act as the senior escalation point for major incidents, critical issues, and client escalations.
• Drive effective stakeholder communication and ensure timely resolution of delivery-related concerns.
• Manage risks, dependencies, issues, and action plans across the program.
• Lead and monitor the service transition lifecycle, including Knowledge Acquisition, Shadow Support, Reverse Shadow, and transition to Steady State.
• Ensure transition activities are completed within agreed timelines and meet quality and operational readiness criteria.
• Collaborate with delivery, engineering, application support, and business teams to ensure seamless service delivery.
• Monitor overall engagement health, delivery commitments, resource requirements, and commercial aspects.
• Drive continuous improvement initiatives to improve service quality, operational efficiency, and client satisfaction.
• Provide regular program-level reporting and performance insights to senior leadership and client stakeholders.

Required Skills & Experience

• 12+ years of overall experience in IT Program Management, Engagement Management, Delivery Management, or Service Delivery Management.
• Strong experience managing AMS / Application Management Services / Managed Services engagements.
• Proven experience in SLA and KPI management.
• Strong experience in client and stakeholder management.
• Experience handling critical escalations and major incidents.
• Strong understanding of IT service governance and delivery processes.
• Hands-on experience in service/application transition and knowledge transition.
• Experience with Knowledge Acquisition, Shadow Support, Reverse Shadow, and Steady State transition.
• Strong communication, leadership, negotiation, and problem-solving skills.
• Experience managing multiple teams/pods and complex delivery environments.
• Experience conducting QBRs, MBRs, WSRs, and executive-level governance meetings.