Job Title:  Associate Director | APM: IT PM | Bengaluru | Finance Transformation | Finance Strategy

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Associate Director | Program Manager | ITSM Transformation| Bengaluru | TST

·       Job requisition ID: XX

·       Location: Bengaluru

·       Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

·       As an IT Program Manager, you will lead complex, enterprise-wide technology programs spanning IT Service Management, infrastructure, applications, operations, service transformation, and vendor ecosystems. You will operate at the intersection of business, technology, and executive leadership to ensure that strategic objectives translate into measurable outcomes.

·       Lead end-to-end enterprise technology programs from strategy and initiation through planning, execution, transition, standardization, and closure.

·       Own the overall program strategy, roadmap, governance, milestones, dependencies, risks, issues, financials, resources, and delivery outcomes.

·       Lead large-scale ITSM transformation and service management programs, covering processes such as Incident, Problem, Change, Request, Knowledge, Configuration/CMDB, Service Level Management, and Major Incident Management.

·       Drive transformation across IT infrastructure, applications, service operations, and technology platforms, ensuring alignment between business objectives and technology delivery.

·       Establish and operate robust program governance mechanisms, including steering committees, executive reviews, program health assessments, RAID management, dependency management, and integrated reporting.

·       Act as a trusted advisor and senior point of contact for C-suite executives, CIO/CTO leadership, business executives, technology leadership, and senior client stakeholders.

·       Manage and influence multiple technology vendors, system integrators, managed service providers, infrastructure partners, and application support teams to ensure delivery against contractual, operational, and transformation objectives.

·       Establish clear vendor governance, performance management, SLA/KPI tracking, escalation mechanisms, service reviews, and remediation plans.

·       Provide integrated oversight across infrastructure and application workstreams, identifying cross-functional dependencies and ensuring that issues are resolved before they impact critical program milestones.

·       Drive program-level risk and issue management, proactively identifying potential delivery challenges and developing mitigation and contingency strategies.

·       Ensure effective transition, operational readiness, service acceptance, and stabilization before moving solutions into business-as-usual operations.

·       Drive continuous improvement by identifying opportunities for process optimization, automation, standardization, service quality improvement, and operating model transformation.

·       Ensure program deliverables meet agreed scope, schedule, quality, financial, security, compliance, and operational requirements.

·       Lead cross-functional teams comprising business stakeholders, technology teams, architects, infrastructure teams, application teams, PMOs, vendors, and service providers.

·       Create an environment of accountability, transparency, and collaboration across distributed teams and organizational boundaries.

·       Translate complex technology challenges into clear executive-level insights, decisions, and actions.

·       Mentor and guide Program Managers, Project Managers, Business Analysts, PMO professionals, and delivery leads, building a strong program leadership culture.

·       Ensure end-to-end traceability from strategic objectives to program outcomes, deliverables, operational KPIs, and business value realization.

Key skills required

·       18+ years of overall experience in IT, technology transformation, program management, IT operations, or related enterprise technology environments.

·       Significant experience leading large, complex, enterprise-scale IT programs involving multiple workstreams, technologies, teams, and vendors.

·       Strong experience in IT Service Management / ITSM transformation, with a good understanding of ITIL-based service management processes and operating models.

·       Demonstrated experience managing programs across infrastructure, applications, service operations, and enterprise technology platforms.

·       Proven experience managing C-suite and senior executive stakeholders, including CIO, CTO, business executives, technology heads, and senior client leadership.

·       Strong experience in vendor and SI management, including managed services, infrastructure providers, application support partners, and technology vendors.

·       Experience establishing and managing SLAs, OLAs, KPIs, service credits, performance reviews, escalation mechanisms, and vendor governance frameworks.

·       Strong understanding of program governance, PMO, RAID management, dependency management, financial management, resource management, and executive reporting.

·       Demonstrated ability to operate in complex, dynamic, and ambiguous environments, bringing structure, clarity, and accountability.

·       Strong understanding of the end-to-end technology delivery lifecycle, including discovery, planning, design, build, testing, deployment, transition, stabilization, and operations.

·       Experience with Agile, Waterfall, or hybrid delivery methodologies and tools such as One Plan, ADO, Monday.com, MPP or equivalent platforms.

·       Strong stakeholder management, communication, negotiation, influencing, and conflict-resolution skills.

·       Ability to work across business, technology, infrastructure, applications, architecture, security, operations, and vendor ecosystems.

·       Strong analytical and problem-solving capabilities, with the ability to identify systemic issues and drive sustainable solutions.

·       Experience with ServiceNow / ITSM platforms is highly desirable.

·       Program/Project Management certifications such as PMP, PRINCE2, SAFe, ITIL, or equivalent will be an advantage.

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate's unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.