About the Role :

This role involves leading end-to-end program management for security, IT, and cloud projects, covering transition, stabilization, and steady-state operations.

Responsibilities :

- Lead end-to-end program management for security, IT, and cloud projects.

- Work closely with SMEs, engineers, and customer stakeholders to ensure seamless delivery.

- Collaborate with project managers, security architects, and consulting teams.

- Coordinate with the Operations Manager for ongoing service delivery.

- Identify risks, dependencies, and gaps during transitions and drive resolution.

- Ensure adherence to SLAs, KPIs, and quality standards.

- Drive governance, reporting, and stakeholder communication.

- Support continuous improvement initiatives across security operations and cloud service delivery.

- Serve as the primary point of contact for assigned enterprise accounts.

- Build and nurture strong, long-term relationships with key customer stakeholders.

- Manage customer expectations, resolve escalations, and drive positive NPS scores.

- Conduct regular business reviews (QBRs/MBRs) with clients.

- Identify whitespace opportunities to expand the scope of services.

- Collaborate with pre-sales and solutions teams to drive account-level growth.

- Maintain a thorough understanding of each client's business objectives and technology roadmap.

- Track account health metrics and flag risk of churn.

- Own account-level revenue targets and track actuals against plan.

- Ensure accurate revenue recognition in line with contract milestones.

- Monitor contract billing schedules and manage change orders.

- Ensure SOW adherence and flag scope deviations.

- Drive renewal negotiations and multi-year contract extensions.

- Collaborate with finance on forecasting and invoicing accuracy.

- Identify upsell and cross-sell opportunities.

Qualifications :

- 7 to 10 years of experience in Program Management and/or Account Management roles.

- Strong background in managing cybersecurity, IT infrastructure, or cloud services programs.

- Proven experience in project transitions, operational handovers, and steady-state program management.

- Demonstrated exposure to security operations, SOC environments, or security consulting.

- Commercial acumen with experience in revenue tracking, contract management, and client-side commercials.

- Strong stakeholder management and executive communication skills.

- Experience working with large enterprise clients or managed service environments.

Required Skills :

- Certifications: PMP, ITIL, CISSP, CCSP, or relevant cloud/security certifications (AWS, Azure, GCP).

- Experience managing global delivery models with distributed teams.

- Familiarity with MSSP or cloud managed service models.

- Proficiency in tools such as ServiceNow, JIRA, Salesforce, or similar platforms.