Responsibilities
Are you ready to take your career to the next level As a Program Manager at Principal, you will lead and grow enterprise-wide technology operations programs in the Technology Operations Center (TOC), IT Operations Management (ITOM), and Site Reliability Engineering (SRE). This position plays a vital role in ensuring 24x7 operational resilience, maturing processes, managing risk, and supporting continuous improvement aligned with our enterprise goals. You will manage program strategy, delivery, operating metrics, and outcomes for interested parties, influencing our global operations significantly!
Key Responsibilities
Program & Strategy Leadership
- Drive end-to-end ownership of TOME programs, including operations onboarding, stabilization, optimization, and maturity across TOC, ITOM, and SRE or equivalent experience.
- Partner with IS and business leadership to translate enterprise strategy into measurable operational objectives and key results and outcomes.
- Own multi-year program roadmaps covering availability, reliability, incident reduction, automation, and operational efficiency.
- Establish governance frameworks for program execution, prioritization, dependency management, and risk mitigation.
Operational Excellence & Delivery
- Ensure 24x7 operational readiness through strong incident, problem, change, availability, and continuity management practices.
- Coordinate major incident (Sev1/Sev2) governance, communications with collaborators, and post-incident reviews with clear corrective actions.
- Drive consistency, standardization, and scalability of technology operations processes across regions and platforms.
- Lead disaster recovery and business continuity planning, testing, and compliance orchestration.
Metrics, Insights & Continuous Improvement
- Define and own program-level benchmarks, SLOs, dashboards, and executive reporting.
- Leverage ITOM and operational data to deliver actionable insights for reliability, cost efficiency, and risk reduction.
- Drive continuous improvement through process redesign, automation, audits, and quality reviews.
Collaborator & Vendor Management
- Act as the single point of accountability for global collaborators across IS, SCBUs, application teams, and enterprise platforms.
- Lead vendor engagements related to tools, platforms, and managed services, ensuring value delivery and performance accountability.
- Influence without authority across geographically distributed and functionally diverse teams.
People & Capability Leadership
- Provide leadership oversight to Delivery Managers, Program Leads, and Senior ICs within TOME.
- Build talent strategy, including capacity planning, skill forecasting, succession planning, and capability uplift.
- Mentor leaders and ICs to strengthen critical thinking, execution rigor, and enterprise outlook.
- Foster a culture of accountability, collaboration, and operational ownership.
Qualifications
Who You Are
Bringing a Bachelor's or Master's degree - B.E. / B.Tech / M.S. / M.Tech / MCA degree in Computer Science, Technology, Engineering, Mathematics or a related subject area.
Over 14 years -18 Years of experience in same field.
Requirements
- Experience with ServiceNow ITOM / ITSM, observability platforms, and enterprise monitoring tools.
- Exposure to cloud, hybrid infrastructure, and modernization programs.
- Certifications in PMP, ITIL, SAFe, SRE, or Service Management.
- Experience working with global teams across time zones.
Leadership Proficiencies
- Acts Strategically
- Gets Results with Accountability
- Builds Trusted Partnerships
- Navigates Ambiguity & Change
- Develops Talent & Leaders
Additional Information
Leadership at Principal
As a leader at Principal, you're responsible for activating our strategy, meeting evolving customer needs, and crafting an inclusive culture. Our leadership expectations serve as a guide to the standards encouraged from all our leaders. Our leaders need to be a positive brand ambassador of our core values and purpose. They need to understand our code of conduct and know the responsibility to comply. They stay respectful of diversity and differences and work towards building inclusive teams and partnerships.
