Sr Manager - IT Operations & Infrastructure (IT Operations & Infrastructure) - B4101_1

Broad outline of the Role

The Program Manager will be responsible to govern the overall engagement and will be responsible to manage all the domains with TCL     The Program - In charge (Program Manager) will promptly bring to the attention of the Customer, at any time, any matters that may adversely impact the supply of Services or the integrity, confidentiality or security of the System. Overseeing the service desk function, ensuring efficient handling of user requests and incidents, and maintaining high levels of customer satisfaction. This may involve managing service desk staff, monitoring service desk performance metrics, and implementing continuous improvement initiatives. Providing regular reports and metrics on IT service performance, including service availability, incident resolution times, and customer satisfaction. Additionally, ensuring compliance with relevant IT policies, standards, and regulatory requirements. Identifying opportunities for service improvement and leading initiatives to enhance the efficiency, effectiveness, and quality of IT service delivery. This may involve implementing best practices, conducting service reviews, and driving process optimization. Program Manager will not get involved in any sales talks, payment related matters which can distract his/her attention from the key responsibility of Service DeliveryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsTaking accountability for service delivery performance, meeting customer expectations, and driving future demand Team motivation, skill development, training need analysis, conflict management. Problem solving and escalation management .SLA and SOW management .Service review and service improvement plan .Continual improvement .Contractual Compliance .Implementation of best practices .Process control documentation and adherence .Involvement in Internal and external audit

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

Other knowledge/skills

Key Responsibilities

The Program Manager will be responsible to govern the overall engagement and will be responsible to manage all the domains with TCL     The Program - In charge (Program Manager) will promptly bring to the attention of the Customer, at any time, any matters that may adversely impact the supply of Services or the integrity, confidentiality or security of the System. Overseeing the service desk function, ensuring efficient handling of user requests and incidents, and maintaining high levels of customer satisfaction. This may involve managing service desk staff, monitoring service desk performance metrics, and implementing continuous improvement initiatives. Providing regular reports and metrics on IT service performance, including service availability, incident resolution times, and customer satisfaction. Additionally, ensuring compliance with relevant IT policies, standards, and regulatory requirements. Identifying opportunities for service improvement and leading initiatives to enhance the efficiency, effectiveness, and quality of IT service delivery. This may involve implementing best practices, conducting service reviews, and driving process optimization. Program Manager will not get involved in any sales talks, payment related matters which can distract his/her attention from the key responsibility of Service DeliveryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsTaking accountability for service delivery performance, meeting customer expectations, and driving future demand Team motivation, skill development, training need analysis, conflict management. Problem solving and escalation management .SLA and SOW management .Service review and service improvement plan .Continual improvement .Contractual Compliance .Implementation of best practices .Process control documentation and adherence .Involvement in Internal and external audit

Technical Competencies

Knowledge / Skills