Program Manager

Job Description:

Key Responsibilities

Customer Engagement & Communication

• Act as theprimary interface toakey customer stakeholderacrossthe account

  
  

• Own all communication including: 

  
  

• Service updates

  
  

• Provide updates on progress on key issues/escalations, risks, and outcomes

  
  

• Escalation handling 

  
  

• Ensureconsistent,accurate, andtimelymessagingacross all delivery towers 

  
  

• Maintain strong relationships with: 

  
  

• CustomerIT and operations teams 

  
  

• Customersenior leadership and key stakeholders

  
  

• Manage expectations and ensure stakeholder satisfaction

  
  

• Vendor partners 

  
  

Governance & Service Leadership

• Lead governance cadence: 

  
  

• Participate inWeekly Operational Reviews 

  
  

• DriveMonthly Service Reviews (MSR) 

  
  

• DriveQuarterly Executive Reviews 

  
  

• Maintain alignment to: 

  
  

• ServiceLevelAgreements, Servicetargets 

  
  

• Strategic roadmap 

  
  

• Cross-terminal consistency 

  
  

• Ensure all towersoperateunder: 

  
  

• One plan

  
  

• One communication model

  
  

• One accountability structure

  
  

Coordination & Cross-Functional Alignment

• Coordinate activities acrosscross-functional teams

  
  

• Ensureclear ownership and accountabilityfor all customer-impacting activities 

  
  

• Removesilos and misalignment across teams

  
  

• Engage relevant stakeholders (e.g.,SDMs, CSMs, SMEs) asrequired

  
  

Escalation & Incident Management (Including On-Call)

• Own theend-to-end escalation lifecycle

  
  

• Beavailable on-call for critical escalations (P1/P2)outside business hours 

  
  

• LeadCoordination acrosscross functionalteams

  
  

• Determinewhen to activate: 

  
  

• Escalation 

  
  

• Ensure: 

  
  

• Unified action plan across all teams 

  
  

• Clear ownership and timelines 

  
  

• Controlled communication to the customer 

  
  

Escalation Alignment

• Work closely withleadersas across-functional escalation overlay

  
  

• Ensure whenescalationis activated: 

  
  

• Teamsoperateas asingle execution unit

  
  

• Duplicate analysis is eliminated 

  
  

• Root cause is clearly established 

  
  

Risk & Issue Management

• Proactivelyidentifyrisks across: 

  
  

• Infrastructure 

  
  

• Application 

  
  

• Database 

  
  

• Integrations (EDI, messaging) 

  
  

• Operational processes 

  
  

• Drive mitigation plans before customer impact 

  
  

• Escalate to executive leadership whenrequired

  
  

Program Accountability & Performance

• Own theenterprise-wide SLA scorecardacrossthe account

  
  

• Ensure: 

  
  

• SLA adherence (incidents, requests, RCA timelines) 

  
  

• Reduction in P1/P2 incidents 

  
  

• Improved MTTR and system stability 

  
  

• Drive continuous improvement initiatives across all towers 

  
  

Financial & Commercial Oversight

• Maintain visibility across: 

  
  

• Work Orders (WOs) 

  
  

• Scope boundaries 

  
  

• Resource allocation 

  
  

• Support: 

  
  

• Renewals 

  
  

• Expansion opportunities 

  
  

• Commercial alignment with delivery 

  
  

Reporting & Analytics

• Produce: 

  
  

• Operational summaries 

  
  

• Monthlyexecutive presentations

  
  

• MonthlySLA and trend reports 

  
  

• Quarterly executive dashboards 

  
  

• Ensure: 

  
  

• Data accuracy and consistency 

  
  

• Clear insights into: 

  
  

• Incident trends 

  
  

• Escalation patterns 

  
  

• Service performance 

  
  

Team Leadership & Coordination

• Lead amulti-tower delivery ecosystem

  
  

• Ensure: 

  
  

• Clear roles and responsibilities 

  
  

• Effective handovers and shift alignment 

  
  

• Readiness for audits, peak operations, and critical events 

  
  

Qualifications & Experience

• 10–12+ years in: 

  
  

• Program Management 

  
  

• Managed Services / Support leadership 

  
  

• Strategic account management 

  
  

• Experience managing: 

  
  

• Multi-tower delivery (cross functional teamexperienceisa must) 

  
  

• Mission-critical systems 

  
  

• Strong understanding of: 

  
  

• N4 TOS 

  
  

• Terminal operations 

  
  

• SQL Server / databases 

  
  

• Integrations (EDI, Kafka/AMQ) 

  
  

• Cloud and on-prem environments 

  
  

• Proven ability to: 

  
  

• Operate under pressure 

  
  

• Manage escalations 

  
  

• Influence without direct authority 

  
  

• Leadership and team management 

  
  

• Strategic thinking 

  
  

• Communication and negotiation 

  
  

• Risk management 

  
  

• Budgeting and financial planning 

  
  

• Problem-solving and decision-making

  
  

Success Measures

• SLA adherence across all terminals 

  
  

• Reduction inbusiness and mission criticalincidents 

  
  

• Faster and more effective RCA delivery 

  
  

• Strong customer satisfaction and confidence 

  
  

• Predictable and aligned delivery across all towers 

  
  

• Measurable service improvements and innovation outcomes

  
  

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.