Note: The job is a remote job and is open to candidates in USA. KTek Resourcing is seeking a Senior Program Manager to oversee the alignment of various initiatives into a cohesive execution model. The role involves strong escalation management, decision facilitation, and cross-functional stakeholder management at the executive level.

Responsibilities

• Ability to align disparate initiatives into a single execution model, Strong escalation management and decision facilitation

Skills

• Ability to align disparate initiatives into a single execution model
• Strong escalation management and decision facilitation
• Incident & Problem Management Domain Expertise - Understanding of: Incident lifecycle (triage → response → closure → PIR), Problem management (RCA, corrective actions, governance)
• Familiarity with: Incident Management operating models, Severity models, SLAs, and response structures
• Operational Excellence & Metrics Focus - Strong ownership of: MTTR reduction strategies, TTN / communications SLAs, KPI/OKR tracking and reporting
• Ability to translate metrics into execution actions and accountability
• Governance, Risk, and Control Discipline - Experience building program governance frameworks (RAIDD, SteerCo, reporting), structured decision-making and approvals
• Ability to enforce process standardization and accountability across workstreams
• Cross-Functional Stakeholder Management (Executive Level) - Proven ability to manage, senior leaders (SVP/VP level), technical teams (SRE, engineering), and client-facing organizations
• Strong executive communication
• Complex Systems & Tooling Awareness - Familiarity with ServiceNow / ITSM ecosystems, CMDB strategy and dependencies, and monitoring / alerting tools and integration patterns
• Ability to understand dependencies across platforms and workflows

Company Overview