Program Director (DFS)

The DFS Program Manager is responsible for leading large-scale Digital Foundation Services programs across Private Cloud, Public Cloud, Network, Workplace, Security, Compliance, and Infrastructure Operations. The role drives delivery excellence, customer satisfaction, financial performance, transformation initiatives, automation adoption, and strategic governance while ensuring service commitments are met across multiple towers and geographies. The individual will act as the single point of accountability for program outcomes, stakeholder engagement, operational governance, risk management, resource optimization, and continuous service improvement.

Key Responsibilities

Program & Service Delivery Leadership Own end-to-end delivery of DFS services across multiple technology towers. Drive operational excellence through KPI, SLA, and XLAs management. Ensure adherence to contractual obligations and customer commitments. Lead service reviews, executive governance meetings, and strategic planning sessions. Manage cross-functional teams distributed across multiple geographies. Customer & Stakeholder Management Build trusted advisor relationships with customer leadership teams. Present service performance, transformation roadmaps, and business outcomes to senior executives. Manage escalations effectively and drive timely resolution of critical issues. Lead major incident governance and crisis management activities. Financial Management Own revenue, margin, productivity, and cost optimization targets. Drive utilization improvement, workforce planning, and resource optimization programs. Monitor forecast accuracy, financial risks, and budget adherence. Identify opportunities for growth, renewals, and service expansion. Transformation & Innovation Lead automation, AI, AIOps, Agentic AI, Self-Healing, and ModernOps initiatives. Develop and execute technology transformation roadmaps. Drive standardization, process optimization, and operational maturity improvements. Promote adoption of cloud-native and next-generation infrastructure practices. Governance & Risk Management Establish robust governance frameworks across all DFS tracks. Monitor operational risks and mitigation plans. Ensure compliance with customer, security, audit, and regulatory requirements. Maintain executive-level risk registers and remediation plans. People Leadership Lead large delivery teams comprising technical leads, architects, service managers, and operations teams. Drive talent development, succession planning, and capability building. Foster a culture of accountability, innovation, collaboration, and continuous improvement. Manage performance, engagement, and retention initiatives. Skill Requirements Technical Knowledge Hybrid Cloud (Azure, AWS, GCP) Private Cloud & Data Center Operations Infrastructure Management Network & Security Operations ITSM / ITIL Frameworks ServiceNow Monitoring & Observability Platforms Automation & Orchestration Tools AI Operations (AIOps) Leadership Skills Strategic Thinking Executive Communication Customer Relationship Management Financial Acumen Program Governance Risk Management Negotiation & Influencing Change Management