Project Role : Program/Project Management Lead
Project Role Description : Lead business and technology outcomes for assigned program, project, or contracted service. Leverage standard tools, methodologies and processes to deliver, monitor, and control service level agreements.
Must have skills : Cloud Based Service Management Process Design
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As a Program/Project Management Lead, you will lead business and technology outcomes for assigned program, project, or contracted service. You will leverage standard tools, methodologies, and processes to deliver, monitor, and control service level agreements. Your typical day will involve overseeing the progress of projects, collaborating with cross-functional teams, and ensuring the successful delivery of services. Roles & Responsibilities: 1. Service Management: a. Develop and maintain IT service catalogs, ensuring alignment with business requirements and objectives. b. Establish and monitor service level agreements (SLAs) to ensure the timely delivery of IT services. c. Continuously improve service delivery processes to enhance efficiency and customer satisfaction. d. Collaborate with cross-functional teams to identify opportunities for service improvement and innovation. 2. Problem Management: a. Lead the identification, investigation, and resolution of recurring IT issues to minimize business impact. b. Implement proactive measures to prevent the recurrence of known problems. c. Conduct root cause analysis to address underlying issues and improve overall system reliability. 3. Incident Management: a. Respond to and resolve IT incidents in a timely manner, minimizing downtime and service disruptions. b. Escalate major incidents as necessary and coordinate with relevant stakeholders to ensure resolution. c. Document incident details, resolutions, and post-incident reviews for future reference and analysis. 4. Service Request Fulfillment: a. Process and fulfill service requests from end-users, ensuring adherence to established service levels. b. Provide guidance and support to users on the submission and tracking of service requests. c. Automate and streamline service request fulfillment processes wherever possible to enhance efficiency. 5. Change Management: a. Facilitate the assessment, planning, and implementation of changes to IT systems and services. b. Evaluate change requests for potential impact on infrastructure, applications, and business operations. c. Coordinate change approval, scheduling, and communication activities to minimize disruption and risk. Professional & Technical Skills: 1. ITIL Foundation certification or higher is strongly preferred. 2. Proven experience in IT service management, including problem, incident, and change management. 3. Familiarity with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. 4. Strong analytical and problem-solving skills, with a keen attention to detail. 5 Excellent communication and interpersonal abilities, with the capacity to collaborate effectively across teams. 6 Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously. 7 Proactive mindset with a commitment to continuous learning and professional development. Additional Information: - The candidate should have a minimum of 5 years of experience in Cloud Based Service Management Process Design. - This position is based in Gurugram. - A 15 years full-time education is required.