Program Head - - Enterprise Product Services

Required Experience & Qualifications

• 20+ years of experience in technical support, TAC operations, enterprise product support, managed services, professional services, customer success, or technology service delivery.
• Proven track record of managing large global teams (700+ headcount) across multiple time zones and regions (AMER, EMEA, APAC, LATAM).
• Experience with enterprise-grade technical environments (e.g., cloud
• infrastructure, cybersecurity, networking, or enterprise software).
• Significant senior leadership experience managing large, complex, multi-client, multi-technology global delivery operations.
• Deep understanding of L1, L2, and L3 support models, escalation management,
• knowledge operations, service governance, and technical support metrics.
• Proven ownership of operational and financial outcomes, including service quality, CSAT, productivity, revenue, margin, and organizational scale.
• Executive customer management experience covering business reviews, critical escalations, transformation discussions, retention, and account growth.
• Experience leading AI, automation, analytics, digital support, or service- transformation programs, including client-facing advisory work on digital transformation or AI adoption for large global accounts.
• Strong executive communication, commercial acumen, stakeholder influence, and data-driven decision-making.
• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline; postgraduate degree in management preferred.
• Relevant certifications in IT service management, cloud, networking, cybersecurity, product support, or program leadership are an advantage.

Preferred Domain Exposure

• o SaaS and XaaS platforms
• o Enterprise software and digital products
• o Cloud and infrastructure services
• o Networking, cybersecurity, storage, and data platforms
• o Customer success and technical account management
• o Professional services and managed services
• o Global multilingual 24x7 support operations
• o AI-enabled technical support and digital TAC