About the Role :

We are looking for an experienced Program Manager with 7+ years of experience in managing IT service delivery operations, specifically in Technical Facility Management Services (FMS) and End User Services (EUS).

The role involves overseeing service delivery for DHL Group, ensuring operational stability, SLA compliance, customer satisfaction, and effective management of onsite technical support teams.

The ideal candidate should have mandatory experience in Technical FMS Service Support, EUS product support, and team management, along with strong capabilities in program governance, stakeholder management, incident management, and continuous improvement.

Key Responsibilities :

- Oversee end-to-end IT service delivery operations and ensure overall operational stability.

- Manage day-to-day operations, ensuring adherence to defined service levels, processes, and operational standards.

- Monitor SLA performance and proactively address missed SLA calls, escalations, and service delivery gaps.

- Oversee incident and major incident management, problem management, and Root Cause Analysis (RCA).

- Drive customer satisfaction and manage relationships with customer stakeholders and DHL IT teams.

- Conduct weekly, monthly, and quarterly service review meetings and governance reviews.

- Lead and manage onsite technical support teams, ensuring effective resource utilization and attrition control.

- Identify skill gaps and plan technical and process training, assessments, and development initiatives.

- Drive process improvements, operational efficiency, and new service delivery initiatives.

- Ensure compliance with audit requirements, organizational policies, and operational governance standards.

- Coordinate preventive maintenance activities across RE and non-RE sites.

- Ensure quarterly Business Continuity Plan (BCP) rehearsals, with at least one site in each region participating.

- Manage vendor relationships, third-party coordination, operational risks, and billing activities.

- Prepare and present operational dashboards, performance reports, and management updates.

- Drive employee engagement through regular team meetings, rewards and recognition, and team-bonding activities.

- Educate customers on new technology solutions and recommend service enhancements.

Technical Skills & Competencies :

- Technical FMS Service Support

- End User Services (EUS) Product Support

- IT Program and Service Delivery Management

- Overall IT Operations Management

- SLA and KPI Performance Management

- Incident and Major Incident Management

- Problem Management and Root Cause Analysis (RCA)

- IT Service Governance and Compliance

- Vendor and Third-Party Management

- Change Management and Operational Risk Assessment

- Billing and Budget Management

- Customer and Stakeholder Management

- Service Reviews and Management Reporting

- Escalation Management and Decision-Making

- Business Continuity Planning (BCP)

- Team Leadership and Performance Management

Education & Qualification :

- B. Tech / Diploma in Computer Science, Information Technology, Electronics or Electronics & Telecommunication.

- B. Sc. in Information Technology.

- Full-time BCA / MCA from a reputed university.

- Civil and Mechanical engineering backgrounds are not preferred.

- No gaps in education.

- SSC, HSC, and Degree / Diploma passing years must be mentioned.

- Relevant technical certifications will be preferred.

Mandatory Requirements :

- Minimum 7+ years of relevant experience in IT Service Delivery / IT Operations / Program Management.

- Mandatory experience in Technical FMS Service Support and EUS product support.

- Proven experience in managing onsite technical support teams.

- Strong understanding of SLA management, incident management, service governance, and operational delivery.

- Excellent communication, leadership, customer management, and stakeholder engagement skills.