Expert Support Engineer- Program Manager - Support

About the role

Scope : Program Manager is responsible for leading and governing multiple complex engagements within the Surround Support portfolio. This role will be responsible for driving end-to-end program execution, stakeholder alignment, and delivery excellence across multiple customer accounts and cross-functional teams. The Program Manager acts as a strategic interface between customers, delivery teams, and leadership, ensuring high-quality service delivery, proactive risk management, and continuous improvement across all engagements. What will you do : Lead and manage multiple concurrent programs/projects across Surround Support engagements Establish robust governance frameworks including cadence calls, reporting, and risk management Act as the primary interface for senior customer stakeholders, Account Leads, and internal leadership Build strong relationships across Product Development (PD), Platform Engineering (PE), and Support teams Provide executive-level updates, EBR/QBR inputs, and program status reports Oversee program planning, resource allocation, and capacity management Ensure alignment across multiple workstreams, dependencies, and delivery milestones Track and manage risks, issues, mitigation plans, and escalations Drive initiatives to improve operational efficiency, automation, and process maturity Promote best practices in incident management, batch monitoring, and service delivery Identify opportunities for optimization, cost efficiency, and value realization What we are looking at : 15+ years of experience in IT services, support, or program management roles and AI Proven track record of managing large-scale, multi-project programs Experience in customer-facing roles with enterprise clients Certifications preferred: PMP / PgMP / PRINCE2 Bachelor's degree required; Master's degree preferred Strong expertise in programming methodologies (Agile, Waterfall, Hybrid) Proven ability to manage large, complex, multi-customer programs Excellent stakeholder management and executive communication skills Strong analytical and problem-solving capabilities Ability to operate effectively in a 24x7 global delivery model Our Values If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success - and the success of our customers. Does your heart beat like ours? Find out here: Core Values All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Company Intel

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