Program Manager (Retail Industry)

Job Responsibilities Work within a highly focused, dynamic, and agile division centered on customer principles and deliverables. Ensure overall delivery and customer satisfaction, independently managing a program portfolio of 100+ Cognizant personnel (75% offshore). Act as the customer SPOC from Cognizant, accountable for delivery across multiple projects-timelines, deliverables, budgets, SLAs, and operational metrics. Build and manage relationships with multiple client stakeholders, handling ex

Cognizant - Hong Kong - Full time

Salary: Competitive

Job Responsibilities
  • Work within a highly focused, dynamic, and agile division centered on customer principles and deliverables.
  • Ensure overall delivery and customer satisfaction, independently managing a program portfolio of 100+ Cognizant personnel (75% offshore).
  • Act as the customer SPOC from Cognizant, accountable for delivery across multiple projects-timelines, deliverables, budgets, SLAs, and operational metrics.
  • Build and manage relationships with multiple client stakeholders, handling expectations and driving efficiencies.
  • Be hands-on with day-to-day operations, possessing strong technical and functional knowledge to explain business problems internally and cascade information clearly.
  • Understand client strategies, tactics, and competitive landscape, along with key business drivers.
  • Track and report SLAs, metrics, and other critical hygiene factors impacting engagement.
  • Handle customer and internal escalations tactically across project teams and horizontals.
  • Report to internal senior management on engagement performance across delivery, bid management, staffing, financials, and operations.
Job Requirements
  • 8+ years of IT experience.
  • Proven experience managing large and complex support engagements.
  • PMP or equivalent certification, with hands-on ITIL and ITSM delivery experience.
  • Retail industry knowledge.
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