Program Manager - Agile

Job Summary

JD : Position Overview The Customer Success Manager (CSM) is responsible for end‑to‑end service delivery performance, ensuring reliability, quality, and exceptional customer satisfaction across assigned service portfolios. This role blends service leadership, operational governance, and tactical coordination to ensure SLA/SLO adherence, stable production operations, and continuous improvement. The ideal candidate will partner closely with Directors, VPs, and Delivery leadership, guide reliability teams, and identify opportunities to enhance resilience, standardization, and service excellence. Key Responsibilities Service Delivery Performance & Customer Success Own end‑to‑end service delivery performance, ensuring reliability, quality, and customer satisfaction. Ensure all services meet or exceed defined SLA/SLO/SLI commitments. Proactively manage escalations, engage Directors / VPs, and drive timely service restoration in partnership with Delivery leadership. Operational Excellence & Continuous Improvement Define service delivery goals and performance metrics aligned to business priorities. Lead continuous improvement initiatives to enhance stability, resilience, and customer experience. Drive adoption of data‑driven operations, tactical governance, and proactive service improvements. Identify service bottlenecks and implement remediations to strengthen operational resilience. Portfolio & Stakeholder Management Build and maintain strong relationships with senior stakeholders across Delivery Units and engineering teams. Provide clear, consistent communication on service performance, risks, and improvement actions. Establish governance frameworks to ensure predictable, high‑quality service and transparent reporting. Support cross‑functional decision‑making through service reviews, dashboards, and performance insights. Service Management Leadership Establish consistent SLA/SLO/SLI frameworks and ensure adherence across all services. Oversee infrastructure and SRE‑aligned operations in collaboration with Operations Towers and Delivery Units. Drive optimization and end‑to‑end standardization across service delivery processes. Ensure operational readiness through capacity planning, risk management, and delivery governance. Team Leadership & Collaboration Collaborate closely with service managers, operations leads, and reliability engineering teams. Support escalations, major incidents, and post‑incident reviews to ensure sustainable fixes and preventive actions. Foster a culture of accountability, continuous improvement, and customer‑centric service delivery. Champion best practices in operational governance, reliability, and proactive service health management. Mandatory Requirements Bachelor’s or Master’s degree in Engineering, IT, Computer Science, or related field. 8–12 years of experience in service delivery, customer success, IT operations, or reliability management. Strong understanding of SLA/SLO management, incident/problem governance, and service performance oversight. Proven experience engaging senior stakeholders and driving cross‑functional initiatives. Hands‑on experience working with operational metrics, dashboards, and service improvement programs. Additional Requirements Excellent communication, executive‑level presentation, and stakeholder‑management skills. Strong analytical mindset with the ability to interpret service and performance data. Demonstrated ability to drive customer satisfaction and service quality enhancements. Experience working in Agile/Scrum or modern service delivery environments. Ability to lead teams through operational challenges and implement structured improvements.

Key Responsibilities

1. Develop and maintain program management plans, including scope, schedule, budget, quality, and communication plans.

2. Implement agile methodology to drive iterative development, continuous improvement, and effective resource utilization.

3. Lead and facilitate cross functional teams to achieve program goals and milestones.

4. Identify and mitigate program risks and issues proactively to ensure successful program delivery.

5. Track and report on program progress, including key performance indicators and success metrics.

6. Foster a collaborative and transparent working environment to promote effective communication and problem-solving.

7. Ensure alignment between program objectives and business goals to deliver value to stakeholders.

Skill Requirements

1. Strong proficiency in program management methodologies and tools.

2. In-depth knowledge and experience in agile methodologies, particularly scrum and kanban.

3. Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels.

4. Strong leadership abilities to inspire and motivate cross functional teams towards achieving program objectives.

5. Exceptional problem-solving skills to address challenges and drive innovative solutions.

6. Ability to adapt to changing priorities and navigate complex organizational structures.

7. Proven track record of successfully managing programs from initiation to closure.

Other Requirements

1.PMP (Project Management Professional) certification and Agile certifications (e.g., CSM, PMIACP) are preferred.