Program Director

Director

In Office

About role:

WinWire is looking for Program Director who can own the end-to-end delivery of the Application Management Services (AMS) transition, from due diligence and transition planning through steady-state operations. This role is accountable for delivery execution, governance, stakeholder management, financials, and service stability, ensuring a seamless transition with no business disruption for its US, California location in the hot, growing market of Application Development/Cloud and Data/AI related IT services leveraging Microsoft Azure. Working at WinWire provides a compelling opportunity for a rising star to be part of a winning team and achieve exponential career growth.

Currently, WinWire is looking for a strategic and execution-focused Leader to lead global application maintenance and support operations across a diverse, business-critical application landscape. This role demands a seasoned leader with a strong foundation in ITIL-based service management, major incident handling, and vendor-to-vendor transition execution.

WinWire is committed to providing an exciting, participatory and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work hard, play hard corporate environment.

Key Responsibilities:

Lead end-to-end AMS transition including due diligence, knowledge transition (KT), shadow/support phases, and steady-state handover.
Define and execute transition strategy, timelines, and success metrics across applications and portfolios.
Ensure risk-managed transition with no impact to business continuity or SLAs.
Ensure consistent and high-quality service delivery across all application support functions.
Track and manage key performance indicators (KPIs), SLA adherence, cost metrics, and team performance benchmarks.
Drive executive engagement through structured reporting cadence, including QBRs, service reviews, and performance dashboards.
Optimize support costs while scaling and sustaining a high-performing 24x7 global delivery model.

Transition Management & Planning

Lead end-to-end transition programs, including planning, execution, stabilization, and post-go-live governance.
Define and track transition KPAs, success criteria, cost baselines, and service benchmarks.
Ensure effective knowledge transfer, stakeholder onboarding, and structured cutover with minimal disruption.
Govern the transition process with strong risk analysis and continuous improvement planning.

Service Operations & Incident Management

Lead global 24x7 application support operations across L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.
Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.
Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.
Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.
Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.
Maintain up-to-date incident response plans, runbooks, and knowledge articles with proper documentation and version control.

Delivery Management & Process Governance

Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.
Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.
Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.
Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.
Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.
Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.

Stakeholder & Executive Communication

Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.
Facilitate executive connects and governance forums to present service insights and capture feedback.
Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.

Continuous Service Improvement (CSI)

Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.
Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.
Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.
Align improvements to goals around performance, quality, cost-efficiency, and customer experience.

Key Skills

Minimum 15+ years of IT service delivery experience, with at least 5 years in a senior leadership role

Demonstrated success in large-scale transitions, stakeholder governance, incident leadership, and delivering measurable service outcomes

Strategic mindset with a strong orientation toward hands-on execution

Clear and confident communicator with the ability to influence across all levels, including executive leadership

Proven ability to drive operational excellence, lead high-performing teams, and embed continuous improvement practices

Strong sense of ownership, accountability, and effective decision-making under pressure.

Nice to have:

Experience in Presales - SOW, Proposal, RFP, RFQ, etc.
Experience in working with US, both at offshore and onsite/ onshore
Understanding of secure coding practices in software development
Experience with observability/ analytics (monitoring and logging) tools for effective troubleshooting
Exposure to machine learning, data engineering, or specialized domains

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WinWire enables its customers to drive business growth and gain competitive advantage by aligning business value and digital technologies, calling this process “Stitching the Digital Fabric.” Over the last 15 years, WinWire has enabled the success of various customers across multiple domains including Healthcare, Financial Services and Hi-tech leveraging its core values of People First, Technology Leadership and Execution Excellence. To hear some of our customer testimonials and read our customer success stories, please visit <a href=\"https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.winwire.com%2Ftestimonials%2F&data=05%7C01%7CSubhash.Poojari%40WinWire.com%7Cf9f7213704fc4a07700608db2faacc6c%7Cbdcfaa463f694dfdb3f7c582bdfbb820%7C1%7C0%7C638156182863364789%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=Eq4v5vYS1FkRsk6ElFqqbsp9yCPzrJVE88Splx7WSQk%3D&reserved=0\" rel=\"noopener noreferrer\" target=\"_blank\">https://www.winwire.com/testimonials/</a> . WinWire is a Microsoft Gold Managed Partner which is indicative of a deep relationship with Microsoft that eventually translates into thought leadership for our clients.  WinWire is looking for Program Director who can own the end-to-end delivery of the Application Management Services (AMS) transition, from due diligence and transition planning through steady-state operations. This role is accountable for delivery execution, governance, stakeholder management, financials, and service stability, ensuring a seamless transition with no business disruption for its US, California location in the hot, growing market of Application Development/Cloud and Data/AI related IT services leveraging Microsoft Azure. Working at WinWire provides a compelling opportunity for a rising star to be part of a winning team and achieve exponential career growth. Currently, WinWire is looking for a strategic and execution-focused Leader to lead global application maintenance and support operations across a diverse, business-critical application landscape. This role demands a seasoned leader with a strong foundation in ITIL-based service management, major incident handling, and vendor-to-vendor transition execution. WinWire is committed to providing an exciting, participatory and team-oriented work environment. In addition to our very competitive compensation packages, be prepared for challenging professional growth and fun along the way in our work hard, play hard corporate environment. Core Responsibilities ·       Lead end-to-end AMS transition including due diligence, knowledge transition (KT), shadow/support phases, and steady-state handover.·       Define and execute transition strategy, timelines, and success metrics across applications and portfolios.·       Ensure risk-managed transition with no impact to business continuity or SLAs.·       Ensure consistent and high-quality service delivery across all application support functions.·       Track and manage key performance indicators (KPIs), SLA adherence, cost metrics, and team performance benchmarks.·       Drive executive engagement through structured reporting cadence, including QBRs, service reviews, and performance dashboards.·       Optimize support costs while scaling and sustaining a high-performing 24x7 global delivery 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benchmarks.•                Ensure effective knowledge transfer, stakeholder onboarding, and structured cutover with minimal disruption.•                Govern the transition process with strong risk analysis and continuous improvement planning.\tService Operations & Incident Management•                Lead global 24x7 application support operations across L2, and L3 teams, ensuring seamless service continuity, SLA compliance, and high availability of business-critical applications.•                Accountable for end-to-end incident lifecycle, including triage, root cause analysis, resolution, and stakeholder communication for P1/P2 and escalated P3 incidents.•                Define and monitor operational KPIs and SLAs through dashboards, incident trends, and real-time performance metrics.•                Implement proactive monitoring and alerting using AIOps, observability tools, and automation to prevent service disruptions.•                Champion a risk-based operations model, including early warning systems, shift-left strategies, and operational readiness reviews.•                Maintain up-to-date incident response plans, runbooks, and knowledge articles with proper documentation and version control.Delivery Management & Process Governance•                Oversee end-to-end delivery of managed services, ensuring operational stability, service excellence, and cost-effective execution.•                Provide strategic leadership during major incidents, driving rapid recovery and alignment with business priorities.•                Manage the post-incident lifecycle, including root cause closure, analysis, and transparent stakeholder communication.•                Continuously enhance ITIL-aligned processes (incident, problem, change, and release) to strengthen governance and accountability.•                Define and manage SLA/KPI frameworks to track service quality, performance trends, and customer satisfaction.•                Identify delivery gaps and optimization opportunities, including right-sizing global support models to enable effective 24x7 coverage.Stakeholder & Executive Communication•                Act as the primary communication bridge between delivery teams and customer/business stakeholders, including CXO-level leadership.•                Facilitate executive connects and governance forums to present service insights and capture feedback.•                Deliver regular reporting packs, including Daily, Weekly, QW (Quality Watch), POP (Point of Performance), and Monthly Dashboards.Continuous Service Improvement (CSI)•                Drive CSI initiatives by identifying automation, optimization, and service innovation opportunities.•                Leverage AIOps, ServiceNow ITOM, and other tools to streamline operations and reduce MTTR.•                Foster a culture of root cause analysis (RCA) to eliminate repeat issues and improve service predictability.•                Align improvements to goals around 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