Track Manager - Program & Project Management
India
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Job Description
Track Manager - Program & Project Management
Gurugram, Haryana

Job Summary

This role drives operational excellence and delivery assurance for large-scale and complex programs, ensuring alignment with organizational objectives and client commitments. The position empowers teams, implements continuous process improvements, and leverages advanced program management methodologies to optimize performance, resolve issues, and deliver consistent value to stakeholders.

Key Responsibilities

1. Lead program management using advanced project management tools to define, monitor, and optimize operational processes, ensuring delivery of complex projects meets client SLAs and organizational objectives.
2. Apply DMO methodologies and analytics platforms to enhance management reporting, business process improvement, and organizational planning, driving data-driven decision-making across projects.
3. Direct and mentor project teams using collaboration and workflow management tools, fostering transparent communication and empowering team members to achieve project milestones and goals.
4. Identify and implement innovative process improvements and automation opportunities leveraging industry-standard PMO and DMO frameworks, advancing operational efficiency and organizational progress.
5. Engage with clients using structured feedback mechanisms and program dashboards to understand requirements, proactively resolve issues, and ensure service delivery aligns with client expectations.
6. Provide expert solutions by analyzing customer needs within the delivery environment, ensuring optimal results through tailored program management strategies.

Skill Requirements

1. Excellent Proficiency In Project Management Tools Such As Ms Project, Jira, Or Equivalent Platforms.
2. Advanced Capability In Process Optimization, Business Process Mapping, And Organizational Planning.
3. Strong Analytical Skills For Management Reporting And DataDriven Decision Making.
4. Excellent Leadership And Mentoring Skills For Guiding Multidisciplinary Project Teams.
5. Advanced Communication And Stakeholder Management Abilities For Transparent Client And Team Interactions.
6. Proven Expertise In Continuous Improvement Methodologies (E.G., Lean, Six Sigma) Within LargeScale Operations.

Other Requirements

Key Responsibilities\\\\r\\\\n1. Program & Project Management\\\\r\\\\n\\\\r\\\\nLead end‑to‑end delivery of ServiceNow programs including ITSM, ITOM, HRSD, CSM, SecOps, GRC, or custom apps.\\\\r\\\\nDevelop program roadmaps, timelines, milestones, and resource plans.\\\\r\\\\nEnsure projects are executed within scope, budget, and timelines.\\\\r\\\\nManage dependencies across multiple ServiceNow deployments and modules.\\\\r\\\\n\\\\r\\\\n2. Stakeholder Management\\\\r\\\\n\\\\r\\\\nAct as a strategic liaison between business stakeholders, IT, ServiceNow developers, and leadership.\\\\r\\\\nConduct requirement workshops, stakeholder reviews, and governance meetings.\\\\r\\\\nTranslate business needs into functional requirements and technical direction.\\\\r\\\\n\\\\r\\\\n3. Platform Governance & Optimization\\\\r\\\\n\\\\r\\\\nOversee ServiceNow platform standards, architecture, integrations, KPIs, and compliance.\\\\r\\\\nImplement best practices for configuration management, documentation, and release processes.\\\\r\\\\nMonitor platform performance and drive continuous improvement initiatives.\\\\r\\\\n\\\\r\\\\n4. Vendor & Partner Coordination\\\\r\\\\n\\\\r\\\\nCollaborate with ServiceNow partners, implementation consultants, and vendors.\\\\r\\\\nManage vendor contracts, SOWs, and service delivery performance.\\\\r\\\\n\\\\r\\\\n5. Risk, Compliance & Reporting\\\\r\\\\n\\\\r\\\\nMaintain program dashboards, progress reports, and status updates for leadership.\\\\r\\\\nIdentify risks, issues, and mitigation plans.\\\\r\\\\nEnsure adherence to ITIL and enterprise governance frameworks.\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nRequired Skills & Qualifications\\\\r\\\\nTechnical Skills\\\\r\\\\n\\\\r\\\\nStrong understanding of ServiceNow modules (ITSM, ITOM, HRSD, CSM, etc.).\\\\r\\\\nKnowledge of ServiceNow architecture, integrations (REST/SOAP APIs), workflows, and CMDB.\\\\r\\\\nFamiliarity with ITIL processes.\\\\r\\\\n\\\\r\\\\nProgram Management Skills\\\\r\\\\n\\\\r\\\\nProven experience managing enterprise‑level IT programs.\\\\r\\\\nExpertise in project management methodologies (Agile, Waterfall, Hybrid).\\\\r\\\\nProficiency with tools like MS Project, Azure DevOps, Jira, or ServiceNow PMO modules.\\\\r\\\\n\\\\r\\\\nSoft Skills\\\\r\\\\n\\\\r\\\\nExcellent communication and presentation skills.\\\\r\\\\nStrong analytical, organizational, and leadership abilities.\\\\r\\\\nAbility to influence cross‑functional teams.\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nExperience Requirements\\\\r\\\\n\\\\r\\\\n8–15+ years of experience in program or project management.\\\\r\\\\n5+ years of hands‑on experience with ServiceNow-driven initiatives.\\\\r\\\\nCertifications preferred:\\\\r\\\\n\\\\r\\\\nPMP / PRINCE2\\\\r\\\\nITIL Foundation\\\\r\\\\nServiceNow CSA / CIS\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\n1. Program & Project Management\\\\r\\\\n\\\\r\\\\nLead end‑to‑end delivery of ServiceNow programs including ITSM, ITOM, HRSD, CSM, SecOps, GRC, or custom apps.\\\\r\\\\nDevelop program roadmaps, timelines, milestones, and resource plans.\\\\r\\\\nEnsure projects are executed within scope, budget, and timelines.\\\\r\\\\nManage dependencies across multiple ServiceNow deployments and modules.\\\\r\\\\n\\\\r\\\\n2. Stakeholder Management\\\\r\\\\n\\\\r\\\\nAct as a strategic liaison between business stakeholders, IT, ServiceNow developers, and leadership.\\\\r\\\\nConduct requirement workshops, stakeholder reviews, and governance meetings.\\\\r\\\\nTranslate business needs into functional requirements and technical direction.\\\\r\\\\n\\\\r\\\\n3. Platform Governance & Optimization\\\\r\\\\n\\\\r\\\\nOversee ServiceNow platform standards, architecture, integrations, KPIs, and compliance.\\\\r\\\\nImplement best practices for configuration management, documentation, and release processes.\\\\r\\\\nMonitor platform
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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.