BGSW_2026_IT_Manager

Job Description

Roles & Responsibilities:

The IT Manager is responsible forend-to-end delivery of IT projects and governance of service operations, ensuring key stakeholder management including CXOs and Business heads, deliver predictable outcomes, strong customer experience and financial efficiency. The role blendsStakeholder management,service governanceandP&L ownershipof the account(s) aligned to organizational standards.

Key Responsibilities

Project & Delivery Ownership

• Deliver multiple IT projects end-to-end across scope, schedule, cost, quality, and risk.

• Execute using Agile, Waterfall, or Hybrid models.

• Define plans, milestones, dependencies, and resource forecasts.

• Ensure delivery predictability through tracking, reporting, and escalations.

Stakeholder Alignment & Strategic Advisory

• Act as single point of contact for business, IT teams, and vendors.

• Translate business needs into delivery roadmaps and technical solutions.

• Lead steering committees, project reviews, and executive reporting.

Customer Experience (CX) & VoC

• Drive customer experience across project and operational services.

• Establish Voice of the Customer feedback loops and improvement actions.

• Lead conflict resolution and escalation management.

Service Governance & Operations

• Govern post-go-live operations ensuring stability, performance, and SLAs.

• Oversee incident, problem, and change management.

• Ensure governance, security, and audit compliance at account level.

Financial & Value Management

• Own project and service budgets, forecasting, and cost control.

• Drive P&L efficiency through resource optimization and demand prioritization.

• Perform cost-benefit analysis and ensure value realization.

Risk, Change & Demand Management

• Identify and mitigate delivery, operational, and financial risks.

• Lead change management for scope changes and transitions.

• Govern deliverable demand and capacity using data-driven decisions.

Team Leadership

• Lead cross-functional delivery and operations teams.

• Drive accountability, performance management, and capability development.

Qualifications

Educational qualification:

• Bachelor's degree in Engineering / Computer Science.

• PMP / PRINCE2 / Agile preferred ITIL is an advantage.

Experience :

12+ years

Mandatory/requires Skills :
Strong expertise in SDLC, ITIL, Agile, DevOps, and PMO practices.

• Proven experience managing enterprise IT projects and service operations.

• Strong stakeholder, vendor, and conflict-resolution skills.

• Financial acumen with experience in budgeting and P&L management.

Preferred Skills :

Additional Information

Success Indicators

• On-time, on-budget delivery

• Stable operations with reduced escalations

• Improved CX and VoC scores

• Predictable financial performance and margin improvement

• High governance and compliance maturity