Program Manager Network Infrastructure
The Program Manager Network Infrastructure is responsible for end-to-end delivery management of large-scale network infrastructure programs, encompassing service operations, financial governance, and client relationship management. This role ensures operational excellence, contractual compliance, and strategic alignment with customer business objectives.
Client Engagement & Program Management:
- Regularly connect with client stakeholders to review service performance and drive agreed outcomes to internal visibility and client closure.
- Lead the planning, execution, and governance of complex network infrastructure programs (LAN/WAN, SD-WAN, Wireless, Data Center, Cloud Connectivity, etc.).
- Oversee multi-tower service delivery (Network Operations, Service Desk, Field Support, etc.) to meet SLAs and KPIs.
- Drive transformation and continuous improvement initiatives across service operations.
- Coordinate cross-functional teams, vendors, and service partners to ensure seamless execution.
- Act as the primary point of contact for client executives and stakeholders.
- Lead service review meetings, QBRs, and executive reporting sessions.
- Translate client business objectives into actionable technology and service delivery goals.
- Ensure transparent communication, trust, and long-term partnership with clients.
Escalation Handling:
- Lead the resolution of client escalations with speed, transparency, and accountability.
- Coordinate with internal teams to investigate root causes and implement corrective actions.
- Communicate effectively with clients during high-impact incidents, ensuring timely updates and resolution.
Service Performance & Operations:
- Govern incident, problem, and change management in line with ITIL v4 principles.
- Drive operational excellence through proactive monitoring, root cause analysis, and service automation.
- Define and track operational KPIs availability, performance, MTTR, customer satisfaction, etc.
- Support operational readiness for new services, transitions, and migrations.
Governance & Reporting:
- Conduct regular service reviews with clients, presenting performance metrics, risks, and improvement plans.
- Prepare executive-level reports and dashboards for internal and client stakeholders.
Program Financials:
- Own program P&L, ensuring cost control, margin improvement, and forecast accuracy.
- Develop and track budgets, financial models, and billing/revenue schedules.
- Monitor resource utilization and optimize financial performance across service lines.
- Support contract renewals, change orders, and commercial negotiations.
Leadership & Team Development:
- Lead and mentor project and service delivery teams, fostering accountability and ownership.
- Promote a culture of collaboration, agility, and customer centricity.
- Partner with internal leadership to align on delivery priorities and strategic initiatives.
Skills & Qualifications:
- Bachelor's degree in engineering, Computer Science, or related field (Master's preferred).
- 10+ years of experience in IT infrastructure delivery or program management, with strong exposure to network technologies.
- Proven experience in client-facing roles within IT service delivery or managed services.
- Strong escalation management and conflict resolution skills.
- Excellent communication, stakeholder management, and leadership capabilities.
- Familiarity with ITIL framework; certifications like ITIL, PMP, or Six Sigma are a plus.
- Knowledge of Network and Compute technologies will be an added advantage.
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