Program Management Manager, Global Tech Services

Job description

Company Description

We are a consulting company with a bunch of technology-interested and happy people!

We love technology, we love design and we love quality.

Our diversity makes us unique and creates an inclusive and welcoming workplace where each individual is highly valued.

With us, each individual is her/himself and respects others for who they are and we believe that when a fantastic mix of people gather and share their knowledge, experiences and ideas, we can help our customers on a completely different level.

We are looking for you who is immediate joiner and want to grow with us!

With us, you have great opportunities to take real steps in your career and the opportunity to take great responsibility.

Job Summary:

We are seeking a dynamic and experienced Transition Manager to lead the global consolidation and transformation of Helpdesk/Service Desk operations for a major retail organization.

This role is responsible for transitioning from fragmented, region-specific support centers into a centralized, scalable global helpdesk, leveraging an offshore/onshore support model.

The ideal candidate will bring a blend of retail industry awareness, telephony platform expertise (Genesys, AWS Connect), and third-party managed service governance, along with deep knowledge of ITIL-aligned service transitions.

You will lead the end-to-end execution of service desk transformation ensuring minimal disruption to retail operations.

Key Responsibilities:

Transition & Program Leadership

• Lead the consolidation and transition of multiple regional or legacy helpdesks into a unified global model.
• Build and execute a detailed transition roadmap with defined milestones, dependencies, and risk mitigation strategies.
• Ensure seamless handover to steady-state operations with no adverse impact to business-critical retail services.

Retail Industry-Specific Service Strategy

• Align service desk transition goals with the unique demands of retail operations for 24x7x365 support
• Support for POS, in-store systems, eCommerce platforms, and mobile retail apps
• Seasonal volume surge management (e.g., Black Friday, holiday seasons)
• Ensure end-user support meets both employee (store associate) and customer support needs globally.

Contact Center Systems

• Oversee migration or consolidation of contact center platforms such as Genesys (Cloud/Engage) and AWS Connect.
• Ensure omnichannel capabilities (voice, email, chat, social media) are integrated into the service desk solution.
• Oversee IVR redesign, call routing, workforce management, and SLA reporting during telephony transformation.

Offshore/Onshore Delivery Model

• Design and implement an optimized global delivery model leveraging onshore teams for business hours and offshore teams for follow-the-sun and after-hours coverage.
• Partner with delivery leads and vendors to enable smooth handover, process alignment, and knowledge transition.
• Define clear R&R, escalation paths, and communication workflows between regions.

Third-Party Governance

• Manage outsourced or managed service providers responsible for helpdesk delivery.
• Define and monitor service contracts, SLAs, KPIs, and penalties.
• Conduct governance meetings, QBRs, and implement continuous improvement plans.

ITIL Process Standardization

• Ensure standardization and optimization of ITIL processes across all regions (Incident, Request, Change, Problem, Knowledge).
• Collaborate with ITSM tool owners (e.g., ServiceNow) for automation and dashboard reporting.

Stakeholder & Change Management

• Serve as the single point of contact for all transition-related activities and communications across IT, business, retail ops, and executive stakeholders.
• Drive change management, end-user communication plans, and training readiness.

Operational Readiness & Transformation roadmap

• Define clear service acceptance criteria, support models, documentation standards, and handover protocols.
• Ensure all teams are ready for Go-Live with supporting runbooks, SLAs, playbooks, and escalation matrices.
• Capable of defining Service Desk transformation roadmap for vendors to align and follow

Required Qualifications & Experience:

• Bachelors degree in Information Technology, Business, or related field.
• ITIL v3/v4 Foundation required; Managing Professional or Intermediate certifications preferred.
• 10+ years in IT Service Management roles, with at least 3 years leading complex service transitions.
• Proven experience in retail industry IT operations, especially in environments supporting POS systems, in-store technology etc.
• Strong background in managing offshore/onshore service delivery models for global user bases.
• Experience with telephony and contact center technologies:
• Demonstrated success managing third-party vendors and service integration partners.
• Hands-on experience with ITSM tools, particularly ServiceNow or equivalent.
• Excellent communication and leadership skills, with ability to engage cross-functional and C-level stakeholders.

Preferred Skills:

Exposure to service integration and management (SIAM) frameworks

Start: Immediate
Location: Bengaluru
Form of employment: Full-time until further notice, we apply 6 months probationary employment.

We interview candidates on an ongoing basis, do not wait to submit your application.

Required Skill Profession

Operations Specialties Managers