Track Lead - Program & Project Management
India
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Job Description
Track Lead - Program & Project Management
Others, Uttar Pradesh

Job Summary

Lead end-to-end service delivery across multiple towers ensuring alignment with contractual obligations • Drive collaboration between infrastructure, application, and support teams for integrated outcomes • Ensure dependency management across towers to avoid service disruption • Act as single point of accountability (SPOC) for cross-functional deliverables

Cross Functional Manager (E3.1)\\\\r\\\\n\\\\r\\\\nJob Summary\\\\r\\\\nCross Functional Manager is responsible for driving integrated delivery across multiple IT towers (I&O, EUS, Apps, SAP, etc.), ensuring SLA compliance, operational excellence, and seamless coordination between technical and business stakeholders. Acts as a single point of accountability for cross-tower performance, governance, and continuous improvement.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\nCross-Functional Delivery Management\\\\r\\\\n• Lead end-to-end service delivery across multiple towers ensuring alignment with contractual obligations\\\\r\\\\n• Drive collaboration between infrastructure, application, and support teams for integrated outcomes\\\\r\\\\n• Ensure dependency management across towers to avoid service disruption\\\\r\\\\n• Act as single point of accountability (SPOC) for cross-functional deliverables\\\\r\\\\n\\\\r\\\\nSLA & Performance Governance\\\\r\\\\n• Monitor SLA/KPI performance across all towers and drive corrective actions\\\\r\\\\n• Ensure adherence to agreed service levels, OLAs, and contractual commitments\\\\r\\\\n• Conduct regular service reviews (daily/weekly/monthly) with stakeholders\\\\r\\\\n• Identify systemic issues and drive preventive measures\\\\r\\\\n\\\\r\\\\nIncident, Problem & Change Management\\\\r\\\\n• Govern major incident handling with cross-tower coordination\\\\r\\\\n• Ensure quality RCA with actionable prevention plans\\\\r\\\\n• Drive change management governance minimizing business risk\\\\r\\\\n• Lead war rooms and escalations for critical issues\\\\r\\\\n\\\\r\\\\nCompliance, Risk & Audit Management\\\\r\\\\n• Ensure audit readiness across all service functions\\\\r\\\\n• Drive compliance to ITIL processes and customer-specific controls\\\\r\\\\n• Identify operational risks and execute mitigation plans\\\\r\\\\n• Support internal/external audits with required documentation\\\\r\\\\n\\\\r\\\\nCustomer & Stakeholder Management\\\\r\\\\n• Act as primary interface for customer leadership on service delivery matters\\\\r\\\\n• Manage escalations proactively with clear communication\\\\r\\\\n• Drive customer satisfaction through service improvements\\\\r\\\\n• Partner with customer VMO and internal leadership\\\\r\\\\n\\\\r\\\\nContinuous Improvement & Transformation\\\\r\\\\n• Identify automation and optimization opportunities across towers\\\\r\\\\n• Drive efficiency improvements (cost, productivity, cycle time)\\\\r\\\\n• Implement best practices and standardization across services\\\\r\\\\n• Support transformation initiatives (cloud, automation, AI-led ops)\\\\r\\\\n\\\\r\\\\nTeam & People Leadership\\\\r\\\\n• Lead a distributed, multi-functional team across geographies\\\\r\\\\n• Mentor tower leads and ensure capability development\\\\r\\\\n• Foster collaboration, accountability, and performance culture\\\\r\\\\n\\\\r\\\\nSkill Requirements\\\\r\\\\nCore Skills\\\\r\\\\n• Strong IT Service Management (ITSM) knowledge (ITIL framework)\\\\r\\\\n• Cross-tower delivery and dependency management expertise\\\\r\\\\n• SLA/KPI governance and reporting\\\\r\\\\n• Incident, Problem, and Change Management\\\\r\\\\n\\\\r\\\\nLeadership & Soft Skills\\\\r\\\\n• Stakeholder management (customer + internal leadership)\\\\r\\\\n• Strong communication and conflict resolution\\\\r\\\\n• Decision

Key Responsibilities

Strong IT Service Management (ITSM) knowledge (ITIL framework) • Cross-tower delivery and dependency management expertise • SLA/KPI governance and reporting • Incident, Problem, and Change Management

Skill Requirements

1. Proficient In Project Management Methodologies And Tools, Including Dmo Frameworks.
2. Strong Understanding Of Operations Management And Continuous Improvement Principles.
3. Excellent Problem-Solving And Analytical Skills.
4. Effective Leadership And Team Management Abilities.
5. Familiarity With Client Relationship Management And Service Level Agreements.

Other Requirements

Stakeholder management (customer + internal leadership) • Strong communication and conflict resolution • Decision-making under pressure • Program-level coordination and governance
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.