Tower Lead - Program & Project Management (IN)

The Tower Lead for Support & Operations plays a crucial role in ensuring that escalations are resolved in a timely manner, aligning with organizational standards and service level agreements. This position is integral to delivering reports and services as specified in the Statement of Work (SOW), while actively driving initiatives that enhance operational efficiency and customer satisfaction.

Generate Tower Level Employee Engagement (Ee) And Employee Net (En) Revenue Through Effective Project Executive Strategies And Dmo Methodologies, Ensuring Alignment With Organizational Goals. 2. Ensure All Tasks, Responsibilities, And Escalations Are Resolved In Accordance With Agreed Sla Norms, Utilizing Project Management Best Practices To Drive Accountability And Performance. 3. Oversee Operational Hygiene By Validating Reports And Ensuring Services Delivered Meet The Standards Set Forth In The Sow, Employing Effective Monitoring And Evaluation Techniques. 4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Relations. 5. Oversee And Implement The Profit Improvement Plan (Pip) Through Strategic Levers Such As Automation And Self-Driven Initiatives, Driving Continuous Improvement In Operational Performance.

Optional But Valuable Certifications: Project Management Professional (Pmp), Certified Scrummaster (Csm), Or Itil Foundation