Warehouse Manager

Program Manager Managed Services (Global E-commerce Leader)

Location: Hyderabad

Experience: 1015 years

Employment Type: Full-time

Compensation: 14 - 15 Lacs (Annual)

About the Role

We are hiring a seasoned Program Manager Managed Services to lead a large, SLA-driven enterprise engagement for a global Fortune 500 e-commerce and technology leader operating at massive scale across India.

This role represents Trigent as an MSP Partner , with complete ownership of fulfillment, daily operations, SLA governance, and stakeholder management across multiple locations. The role is execution-led , operations-heavy , and critical to establishing Trigent as a trusted long-term partner.

Key Responsibilities

1. MSP Program Ownership

• Act as the single-threaded owner for a large enterprise managed services program
• Represent Trigent as the MSP Partner with complete accountability for delivery and outcomes
• Establish governance cadence, operating rhythm, and reporting structures

2. Fulfillment & Workforce Management

• Own end-to-end fulfillment across non-skilled, semi-skilled, and skilled operational roles
• Ensure 24-hour replacement SLAs for attrition or unplanned exits
• Manage site supervisors, in-charges, and floater workforce deployment
• Drive compliance related to attendance, uniforms, access badges, and site readiness

3. SLA, KPI & Performance Governance

• Own and track all SLA and KPI commitments including availability, TAT, accuracy, and compliance
• Lead Monthly Business Reviews (MBRs), Quarterly Reviews, and performance discussions
• Prepare and execute rectification / corrective action plans when required

4. Daily Operations & BAU Control

• Review daily MIS and operational dashboards across locations
• Monitor day-to-day execution across IT logistics, warehouse operations, asset movement, and support services
• Proactively identify risks and prevent SLA breaches or service disruptions
• Ensure strict adherence to SOPs, audits, and documentation standards

5. Stakeholder & Escalation Management

• Act as the primary interface between the enterprise client and Trigent leadership
• Handle escalations with data-backed analysis and solution-oriented approaches
• Translate client expectations into clear execution plans for internal teams

6. Multi-Location Oversight

• Hyderabad-based ownership with pan-India delivery oversight
• Coordinate remotely with teams across multiple cities and conduct periodic site visits
• Support ramp-ups, transitions, and scope expansions as required

Required Experience & Skills (Non-Negotiable)

• 1015 years of overall experience with 68+ years in MSP / managed services / enterprise operations
• Prior ownership of SLA-based, multi-site delivery programs
• Strong experience managing blue-collar / grey-collar / operational workforce
• Hands-on exposure to:
• SLA scorecards and KPI governance
• MBRs / QBRs and audits
• Rectification and corrective action planning
• Strong operational mindset with the ability to lead from the front
• Excellent stakeholder communication and escalation handling skills
• Strong MIS, Excel, and reporting discipline

Profiles That Fit Best

• Program Managers / Operations Managers from MSPs or managed services organizations
• Leaders who have handled large headcount, multi-location, compliance-driven programs
• Candidates comfortable in high-pressure, zero-surprise enterprise environments

Profiles Not Suitable

• Pure sales or business development roles
• Relationship-only account managers without delivery ownership
• White-collar IT staffingonly experience
• Candidates without SLA or operations governance exposure

Why This Role

• Opportunity to lead a high-visibility enterprise program
• Direct ownership and decision-making authority
• Chance to build and scale a strategic MSP partnership
• Work in a highly mature, process-driven environment