Program Manager
India
Job Description
Program Manager
Pune, Maharashtra
Job Summary
We are seeking an experienced Teamcenter AMS Manager to lead and manage Teamcenter application support and enhancement services for global customers. The role involves managing AMS operations, ensuring SLA adherence, driving service improvements, handling stakeholder communication, leading support teams, and overseeing incident, problem, and change management activities.
Key Responsibilities
Service Delivery Management
- Manage end-to-end Teamcenter AMS operations across L1, L2, and L3 support.
- Ensure adherence to SLAs, KPIs, and customer commitments.
- Monitor incident, problem, service request, and change request management.
- Conduct regular service reviews and governance meetings with stakeholders.
- Drive continuous service improvement initiatives.
Team Management
- Lead and mentor Teamcenter support and development teams.
- Manage resource planning, allocation, utilization, and skill development.
- Conduct performance reviews and support career growth of team members.
- Coordinate with recruitment teams for resource fulfillment.
Customer & Stakeholder Management
- Act as the primary point of contact for customer escalations.
- Build strong relationships with customer IT and business teams.
- Present service metrics, project updates, risks, and mitigation plans.
- Manage customer expectations and ensure high customer satisfaction.
Technical Oversight
- Provide guidance on Teamcenter architecture, configurations, and customizations.
- Review technical solutions and enhancement estimates.
- Support upgrade, migration, and deployment activities.
- Ensure compliance with Teamcenter best practices and governance standards.
Process & Quality Management
- Implement ITIL-based service management processes.
- Drive root cause analysis (RCA) for critical incidents.
- Ensure audit compliance and documentation standards.
- Identify automation opportunities to improve support efficiency.
Financial & Delivery Management
- Manage AMS budget, forecasting, and resource utilization.
- Track project and enhancement deliveries.
- Support account growth through change requests and enhancement opportunities.
Skill Requirements
Technical Skills
- Strong experience in Siemens Teamcenter (preferably TC11/12/13/14/2406+).
- Knowledge of:
- BMIDE
- Workflow Designer
- Access Manager
- Organization Structure
- ITK
- SOA
- Active Workspace (AWC)
- Dispatcher
- Reporting and Query Builder
- Teamcenter Administration
- Understanding of Teamcenter integrations with ERP/CAD systems.
Functional Skills
- Incident Management
- Problem Management
- Change Management
- Release Management
- Risk Management
- Resource Planning
- Customer Management
Management Skills
- Team Leadership
- Stakeholder Management
- Escalation Handling
- Delivery Governance
- Financial Management
- Vendor Coordination
Key Performance Indicators (KPIs)
- SLA Compliance > 98%
- Incident Resolution Time
- Customer Satisfaction Score (CSAT)
- Resource Utilization
- Enhancement Delivery Success Rate
- Reduction in Repeat Incidents
- Automation & Continuous Improvement Initiative
Other Requirements
- Experience in Teamcenter Upgrade projects.
- Exposure to Manufacturing Process Planning (MPP).
- Experience managing global AMS engagements.
- Knowledge of Jira, Azure DevOps, and ServiceNow.
Information at a Glance