Program Manager

Navis

Experience: 10+ yrs
Location: Chennai, Tamil Nadu, India
Job type: Full-time

Required skills

SQL Server
Databases
EDI
Kafka/AMQ
Cloud
On-Prem

About the role

Job Description:

Key Responsibilities

Customer Engagement & Communication

Act as the primary interface to a key customer stakeholder across the account

Own all communication including:

Service updates

Provide updates on progress on key issues/escalations, risks, and outcomes

Escalation handling

Ensure consistent, accurate, and timely messaging across all delivery towers

Maintain strong relationships with:

Customer IT and operations teams

Customer senior leadership and key stakeholders

Manage expectations and ensure stakeholder satisfaction

Vendor partners

Governance & Service Leadership

Lead governance cadence:

Participate in Weekly Operational Reviews

Drive Monthly Service Reviews (MSR)

Drive Quarterly Executive Reviews

Maintain alignment to:

Service Level Agreements, Service targets

Strategic roadmap

Cross-terminal consistency

Ensure all towers operate under:

One plan

One communication model

One accountability structure

Coordination & Cross-Functional Alignment

Coordinate activities across cross-functional teams

Ensure clear ownership and accountability for all customer-impacting activities

Remove silos and misalignment across teams

Engage relevant stakeholders (e.g., SDMs, CSMs, SMEs) as required

Escalation & Incident Management (Including On-Call)

Own the end-to-end escalation lifecycle

Be available on-call for critical escalations (P1/P2) outside business hours

Lead Coordination across cross functional teams

Determine when to activate:

Escalation

Ensure:

Unified action plan across all teams

Clear ownership and timelines

Controlled communication to the customer

Escalation Alignment

Work closely with leaders as a cross-functional escalation overlay

Ensure when escalation is activated:

Teams operate as a single execution unit

Duplicate analysis is eliminated

Root cause is clearly established

Risk & Issue Management

Proactively identify risks across:

Infrastructure

Application

Database

Integrations (EDI, messaging)

Operational processes

Drive mitigation plans before customer impact

Escalate to executive leadership when required

Program Accountability & Performance

Own the enterprise-wide SLA scorecard across the account

Ensure:

SLA adherence (incidents, requests, RCA timelines)

Reduction in P1/P2 incidents

Improved MTTR and system stability

Drive continuous improvement initiatives across all towers

Financial & Commercial Oversight

Maintain visibility across:

Work Orders (WOs)

Scope boundaries

Resource allocation

Support:

Renewals

Expansion opportunities

Commercial alignment with delivery

Reporting & Analytics

Produce:

Operational summaries

Monthly executive presentations

Monthly SLA and trend reports

Quarterly executive dashboards

Ensure:

Data accuracy and consistency

Clear insights into:

Incident trends

Escalation patterns

Service performance

Team Leadership & Coordination

Lead a multi-tower delivery ecosystem

Ensure:

Clear roles and responsibilities

Effective handovers and shift alignment

Readiness for audits, peak operations, and critical events

Qualifications & Experience

10–12+ years in:

Program Management

Managed Services / Support leadership

Strategic account management

Experience managing:

Multi-tower delivery (cross functional team experience is a must)

Mission-critical systems

Strong understanding of:

N4 TOS

Terminal operations

SQL Server / databases

Integrations (EDI, Kafka/AMQ)

Cloud and on-prem environments

Proven ability to:

Operate under pressure

Manage escalations

Influence without direct authority

Leadership and team management

Strategic thinking

Communication and negotiation

Risk management

Budgeting and financial planning

Problem-solving and decision-making

Success Measures

SLA adherence across all terminals

Reduction in business and mission critical incidents

Faster and more effective RCA delivery

Strong customer satisfaction and confidence

Predictable and aligned delivery across all towers

Measurable service improvements and innovation outcomes

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About Navis

Provides cloud software for supply chain execution and logistics.

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