Senior Program Manager

6 days ago


Hilliard, Ohio, United States HCLTech Full time

About the Role

We are looking for a Senior Program Manager to join our team at HCLTech. The successful candidate will be responsible for managing the customer's service level agreements and ensuring that all deliverables agreed under the customer agreement are duly completed, delivered, and approved.

The ideal candidate will have a minimum of 5-7 years of experience in customer service, project management, and/or Telco services. They should possess strong organizational, presentation, and problem-solving skills, as well as demonstrated experience with verbal and written communication.

Key Responsibilities

  • Manage service level assessments, reporting, and conduct analysis on trends and patterns through SLA reporting.
  • Participate in any technical, network, SLA, contract compliance escalation as appropriate.
  • Establish consistent executive meetings, governance forums, and cadences for each operation discipline.
  • Presents a formal monthly program review for the customer, examining all aspects of the customer solution in the previous month, highlighting successes and failures, and recommending measures for improvement.

Requirements

  • Bachelor's degree or equivalent required.
  • Minimum 5-7 years' experience in customer service, project management, and/or Telco services.
  • Strong organizational, presentation, and problem-solving skills.
  • Demonstrated experience with verbal and written communication.
  • Business and financial acumen.
  • Ability to communicate with multiple levels of leadership.
  • ITIL Foundation Certification must.

Salary Range

$125,000 - $165,000 per year, depending on experience.



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