Req ID: NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward:thinking organization, apply now.We are currently seeking a Salesforce Program Manager to join our team in Hyderabad, Telangana (IN:TG), India (IN).Job Summary:We are seeking an experienced Operations Program Manager with a strong background in application development, maintenance, support, and service excellence. The ideal candidate will have a deep understanding of operational processes, project management, and client relations, with over 10 years of relevant experience. You will be responsible for leading large:scale operational programs, managing cross:functional teams, and driving continuous improvement initiatives.Key Responsibilities:Program and Project Management:Lead and manage operational programs and projects, ensuring they align with business goals and are delivered on time and within budget.Develop detailed project plans including scope, timelines, resource allocation, and risk assessment.Monitor and report on program progress, addressing any issues or changes promptly.Operations and Service Excellence:Oversee the application development, maintenance, and support functions, ensuring high performance and adherence to service level agreements (SLAs).Implement ITIL processes and best practices for incident management, problem management, and service request management.Lead multiple support optimization activities such as continuous improvement, ticket trend analysis, and automation of processes.Client Relations and Stakeholder Management:Serve as a key point of contact for clients, ensuring strong relationships and alignment on project goals.Work closely with clients during organizational changes to streamline processes and improve efficiency.Manage communication with stakeholders, providing regular updates and facilitating decision:making.Team Leadership and Collaboration:Lead geographically distributed teams, ensuring collaboration and alignment towards high:quality performance.Provide mentorship and guidance to team members, fostering a culture of continuous improvement and excellence.Conduct regular performance reviews and set clear objectives for team members.Financial Management and Reporting:Manage budgeting, PO creation, and cost estimation for operational projects.Contribute to financial reporting and ensure compliance with financial policies.Analyze program performance metrics, productivity parameters, and report outcomes to senior leadership.Risk Management and Continuous Improvement:Identify, assess, and mitigate risks associated with operational programs.Lead turnaround programs aimed at improving customer experience and reducing operational penalties.Stay up to date with industry trends and implement improvements to drive operational efficiency and effectiveness.Qualifications:Bachelor's degree in Engineering , Business Administration, Operations Management, IT, or a related field; Master's degree preferred.10+ years of experience in operations management, program management, and technical project management.Proven track record of managing large:scale programs, leading cross:functional teams, and driving service excellence.Strong understanding of ITIL processes, service management, and client relations.Experience with operating systems (Unix/Linux, Windows) and databases (MySQL).Proficiency in programming languages (C, C++, Perl, PHP, shell scripting) and cloud technologies (AWS).Excellent communication, leadership, and interpersonal skills.About NTT DATA ServicesNTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a 30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology con