Program Manager

Key Responsibilities
Customer Engagement & Communication

• Act as the primary interface to a key customer stakeholder across the account
• Own all communication including:
• Service updates
• Provide updates on progress on key issues/escalations, risks, and outcomes
• Escalation handling
• Ensure consistent, accurate, and timely messaging across all delivery towers
• Maintain strong relationships with:
• Customer IT and operations teams
• Customer senior leadership and key stakeholders
• Manage expectations and ensure stakeholder satisfaction
• Vendor partners
  

Governance & Service Leadership

• Lead governance cadence:
• Participate in Weekly Operational Reviews
• Drive Monthly Service Reviews (MSR)
• Drive Quarterly Executive Reviews
• Maintain alignment to:
• Service Level Agreements, Service targets
• Strategic roadmap
• Cross-terminal consistency
• Ensure all towers operate under:
• One plan
• One communication model
• One accountability structure
  

Coordination & Cross-Functional Alignment

• Coordinate activities across cross-functional teams
• Ensure clear ownership and accountability for all customer-impacting activities
• Remove silos and misalignment across teams
• Engage relevant stakeholders (e.g., SDMs, CSMs, SMEs) as required
  

Escalation & Incident Management (Including On-Call)

• Own the end-to-end escalation lifecycle
• Be available on-call for critical escalations (P1/P2) outside business hours
• Lead Coordination across cross functional teams
• Determine when to activate:
• Escalation
• Ensure:
• Unified action plan across all teams
• Clear ownership and timelines
• 
  Controlled communication to the customer
  

Escalation Alignment

• Work closely with leaders as a cross-functional escalation overlay
• Ensure when escalation is activated:
• Teams operate as a single execution unit
• Duplicate analysis is eliminated
• Root cause is clearly established
  

Risk & Issue Management

• Proactively identify risks across:
• Infrastructure
• Application
• Database
• Integrations (EDI, messaging)
• Operational processes
• Drive mitigation plans before customer impact
• Escalate to executive leadership when required
  

Program Accountability & Performance

• Own the enterprise-wide SLA scorecard across the 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
• Monthly executive presentations
• Monthly SLA and trend reports
• Quarterly executive dashboards
• Ensure:
• Data accuracy and consistency
• Clear insights into:

  Looking to get Placed? Try our Placement Guarantee Plan

  Get Hired
• Incident trends
• Escalation patterns
• Service performance
  

Team Leadership & Coordination

• Lead a multi-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 team experience is a 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 in business and mission critical incidents
• 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.