Track Manager - Program & Project Management

Job Summary

This role drives operational excellence and delivery assurance for large-scale and complex programs, ensuring alignment with organizational objectives and client commitments. The position empowers teams, implements continuous process improvements, and leverages advanced program management methodologies to optimize performance, resolve issues, and deliver consistent value to stakeholders.

Key Responsibilities

1. Lead program management using advanced project management tools to define, monitor, and optimize operational processes, ensuring delivery of complex projects meets client SLAs and organizational objectives.
2. Apply DMO methodologies and analytics platforms to enhance management reporting, business process improvement, and organizational planning, driving data-driven decision-making across projects.
3. Direct and mentor project teams using collaboration and workflow management tools, fostering transparent communication and empowering team members to achieve project milestones and goals.
4. Identify and implement innovative process improvements and automation opportunities leveraging industry-standard PMO and DMO frameworks, advancing operational efficiency and organizational progress.
5. Engage with clients using structured feedback mechanisms and program dashboards to understand requirements, proactively resolve issues, and ensure service delivery aligns with client expectations.
6. Provide expert solutions by analyzing customer needs within the delivery environment, ensuring optimal results through tailored program management strategies.

Skill Requirements

Day-to-Day Operations Management , Problem Management ,. SLA & KPI Management ,Stakeholder Communication

Other Requirements

Team Management Manage support and operations teams (L1/L2/L3) Assign workloads and shifts Ensure 24/7 coverage if needed Conduct team reviews and performance management ⚙️ 6. Change & Release Support Oversee BAU changes (routine changes) Ensure changes: Follow proper process (ITIL) Do not affect stability Coordinate with change management teams 🔐 7. Security & Compliance Ensure: Patch management Security controls are implemented Monitor for: Vulnerabilities Compliance issues Support audits 📈 8. Continuous Service Improvement (CSI) Identify opportunities to: Optimize processes Reduce incidents Improve user experience Implement: Automation Monitoring tools (e.g., Nexthink, Dynatrace) 🤝 9. Stakeholder Communication Provide regular updates to: Business teams IT leadership Communicate: Service performance Risks and improvements 📁 10. Documentation & Governance Maintain: SOPs (Standard Operating Procedures) Runbooks Ensure process standardization Keep knowledge base updated