Program Manager Managed Services (Global E-commerce Leader)
Location: Hyderabad
Experience: 1015 years
Employment Type: Full-time
Compensation: 14 - 15 Lacs (Annual)
About the Role
We are hiring a seasoned Program Manager Managed Services to lead a large, SLA-driven enterprise engagement for a global Fortune 500 e-commerce and technology leader operating at massive scale across India.
This role represents Trigent as an MSP Partner, with complete ownership of fulfillment, daily operations, SLA governance, and stakeholder management across multiple locations. The role is execution-led, operations-heavy, and critical to establishing Trigent as a trusted long-term partner.
Key Responsibilities
1. MSP Program Ownership
- Act as the single-threaded owner for a large enterprise managed services program
- Represent Trigent as the MSP Partner with complete accountability for delivery and outcomes
- Establish governance cadence, operating rhythm, and reporting structures
2. Fulfillment & Workforce Management
- Own end-to-end fulfillment across non-skilled, semi-skilled, and skilled operational roles
- Ensure 24-hour replacement SLAs for attrition or unplanned exits
- Manage site supervisors, in-charges, and floater workforce deployment
- Drive compliance related to attendance, uniforms, access badges, and site readiness
3. SLA, KPI & Performance Governance
- Own and track all SLA and KPI commitments including availability, TAT, accuracy, and compliance
- Lead Monthly Business Reviews (MBRs), Quarterly Reviews, and performance discussions
- Prepare and execute rectification / corrective action plans when required
4. Daily Operations & BAU Control
- Review daily MIS and operational dashboards across locations
- Monitor day-to-day execution across IT logistics, warehouse operations, asset movement, and support services
- Proactively identify risks and prevent SLA breaches or service disruptions
- Ensure strict adherence to SOPs, audits, and documentation standards
5. Stakeholder & Escalation Management
- Act as the primary interface between the enterprise client and Trigent leadership
- Handle escalations with data-backed analysis and solution-oriented approaches
- Translate client expectations into clear execution plans for internal teams
6. Multi-Location Oversight
- Hyderabad-based ownership with pan-India delivery oversight
- Coordinate remotely with teams across multiple cities and conduct periodic site visits
- Support ramp-ups, transitions, and scope expansions as required
Required Experience & Skills (Non-Negotiable)
- 1015 years of overall experience with 68+ years in MSP / managed services / enterprise operations
- Prior ownership of SLA-based, multi-site delivery programs
- Strong experience managing blue-collar / grey-collar / operational workforce
- Hands-on exposure to:
- SLA scorecards and KPI governance
- MBRs / QBRs and audits
- Rectification and corrective action planning
- Strong operational mindset with the ability to lead from the front
- Excellent stakeholder communication and escalation handling skills
- Strong MIS, Excel, and reporting discipline
Profiles That Fit Best
- Program Managers / Operations Managers from MSPs or managed services organizations
- Leaders who have handled large headcount, multi-location, compliance-driven programs
- Candidates comfortable in high-pressure, zero-surprise enterprise environments
Profiles Not Suitable
- Pure sales or business development roles
- Relationship-only account managers without delivery ownership
- White-collar IT staffingonly experience
- Candidates without SLA or operations governance exposure
Why This Role
- Opportunity to lead a high-visibility enterprise program
- Direct ownership and decision-making authority
- Chance to build and scale a strategic MSP partnership
- Work in a highly mature, process-driven environment
