Senior Program Manager

Job Responsibilites

Ability to align disparate initiatives into a single execution model. Strong escalation management and decision facilitation.

• Incident & Problem Management Domain Expertise – Understanding of:
  Incident lifecycle (triage to response to closure to PIR), Problem management (RCA, corrective actions, governance). Familiarity with:
  Incident Management operating models, Severity models, SLAs, and response structures.
• Operational Excellence & Metrics Focus – Strong ownership of: MTTR reduction strategies, TTN / communications SLAs, KPI/OKR tracking and reporting. Ability to translate metrics into execution actions and accountability.
• Governance, Risk, and Control Discipline – Experience building program governance frameworks (RAIDD, Steer Co, reporting), structured decision-making and approvals. Ability to enforce process standardization and accountability across work streams.
• Cross‑Functional Stakeholder Management (Executive Level) – Proven ability to manage senior leaders (SVP/VP level), technical teams (SRE, engineering), and client‑facing organizations. Strong executive communication.
• Complex Systems & Tooling Awareness – Familiarity with Service Now / ITSM ecosystems, CMDB strategy and dependencies, and monitoring / alerting tools and integration patterns. Ability to understand dependencies across platforms and workflows.