Track Lead - Program & Project Management (IN)

The Value Stream Manager (VSM) is responsible for end-to-end ownership of application service reliability, performance, and lifecycle management across the assigned value stream. The role governs and drives Site Reliability Engineering (SRE) practices for SAP applications spanning: • Application Monitoring • Application Operations (Run) • Application Maintenance (Fix) • Application Development / Enhancements (Change) The VSM acts as the single point of accountability across business, engineering, and operations, ensuring alignment to business outcomes, SLO adherence, and continuous service improvement.

A. Value Stream Ownership & Governance • Own end-to-end service delivery across the value stream (Run, Change, Improve) • Ensure alignment of IT services with business KPIs and digital product objectives • Define and govern SLOs, SLIs, SLAs, and Error Budgets • Lead Service Reviews, Operational Governance Boards, and Executive reporting • Drive cross-functional alignment across VSM, DPO, Engineering, and Operations teams ________________________________ B. Application Monitoring & Observability • Ensure implementation of end-to-end observability (logs, metrics, traces) • Define monitoring standards and golden signals (latency, traffic, errors, saturation) • Oversee dashboarding (e.g., Splunk / ITSI) and real-time service visibility • Drive proactive issue detection and early warning mechanisms • Establish and track observability maturity and coverage ________________________________ C. Application Operations (Run) – SAP Basis • Govern day-to-day application operations and service health • Ensure high availability, performance, and resilience of applications • Oversee incident, major incident (P1/P2), problem, and change management • Ensure reduction in MTTR, incident volume, and repeat failures • Drive operational excellence through standardization and runbook adherence ________________________________ D. Application Maintenance (Fix) • Own defect management, RCA closure, and technical debt remediation backlog • Ensure systematic problem elimination and permanent fixes • Prioritize stability improvements vs. feature delivery based on business impact • Drive preventive maintenance and reliability improvements ________________________________ E. Application Development & Enhancements (Change) • Align with Product Owners to prioritize enhancements, releases, and feature delivery • Ensure DevOps and CI/CD practices are implemented effectively • Govern release quality, deployment risk, and rollback readiness • Ensure build vs. run alignment to avoid operational gaps ________________________________ F. Reliability Engineering & Continuous Improvement • Drive SRE practices including: o Error budget management o Toil reduction and automation o Capacity and performance optimization • Lead proactive incident elimination initiatives • Establish data-driven continuous improvement culture ________________________________ G. Stakeholder & Partner Management • Act as primary interface for business stakeholders (e.g., DPO, VSM forum) • Manage service partners / vendors and ensure performance compliance • Ensure clear communication during incidents and service disruptions • Drive global collaboration across regions (onshore/offshore)