Associate Director | Scrum Master/PMO | Mumbai | Marketing & Commerce

PROGRAM MANAGER

We are seeking a highly organized, proactive, and collaborative Program Manager to drive strategic initiatives and operational excellence within our Marketing & Commerce practice. This role blends program management expertise with high-level operational leadership to ensure alignment, efficiency, and superior execution across our team. The ideal candidate will be someone who can manage complex projects, streamline processes, and offer valuable insights to leadership, all while ensuring the delivery of top-notch technical support and digital solutions to our customers.

Key Responsibilities:

Program Management:

• Program Oversight and Lead customer-focused programs, ensuring smooth execution of key initiatives.
• Act as the point of contact between project team and the Client, supporting initiatives that drive customer engagement.

• Contribute to shaping and advancing customer experience projects, specifically within Product and Program Operations.
• Work closely with various stakeholders across the business to identify and address needs and drive initiatives with a customer impact.
• Service Delivery Improvements by actively participating in initiatives aimed at improving service delivery across engagements.
• SLA Management by developing, tracking, and maintaining Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to meet business objectives.
• Continuous Improvement by proactively identify areas for enhancement, share lessons learned, and encourage a culture of improvement within the team.
• Collaborate to define key performance indicators and metrics that assess the success of service delivery improvements.
• Serve as the strategic link between the Deloitte India team and Business ensuring alignment on global initiatives and reporting.
• Lead and drive projects across the business unit, collaborating with multiple stakeholders to ensure successful outcomes.
• Resource Planning and Allocation, manage resource utilization and operations planning, ensuring alignment between resources and business priorities.

Qualification Required:

• A bachelor’s degree in business, Engineering, Computer Science, or a related field; an MBA or advanced degree is preferred.

• 12+ years of experience in Scrum Master role, program management, operations, or a similar role, ideally in a technical or customer-facing environment.
• Strong understanding of technical support processes, digital experience solutions, and
• customer-focused strategies.
• Excellent organizational, analytical, and problem-solving abilities.
• Exceptional communication and interpersonal skills, with the ability to work effectively across teams and with senior leadership.
• Proficiency in project management tools (e.g., Jira, Confluence) and data analysis platforms (e.g., Excel).
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities with

precision.

Preferred Qualifications:

• Experience in Digital transformation programs, Managed Services engagements, or Digital Experience teams.
• Familiarity with customer support platforms (e.g., ServiceNow, Salesforce Service Cloud).
• Knowledge of digital transformation trends, AI, and emerging technologies.
• Prior experience in Scrum Master role project management or similar strategic Program manager operations role must have.
• Strategic thinking and problem-solving.
• Leadership and influence.
• Cross-functional collaboration and teamwork.
• Attention to detail and high standards of execution.
• Adaptability and resilience in a changing environment.
• Play a pivotal role in shaping the future of technical support and digital solutions. Collaborate with a passionate, diverse team focused on driving customer success.