SME - Program & Project Management

Bengaluru, Karnataka
Job Summary

Job Summary : Lead and drive organizational change management for large‑scale initiatives, ensuring successful adoption, minimal resistance, and sustained business outcomes through structured change, communication, and enablement strategies.

Job Responsibilities : Own and execute the OCM strategy across programs, projects, or transformations\r\nConduct change impact and stakeholder assessments across business and IT\r\nDefine and implement communication, training, and adoption plans\r\nPartner with Program Managers, Process Leads, and Business Leaders to embed change\r\nIdentify and manage change risks, resistance, and readiness gaps\r\nDesign and deliver leadership alignment and change sponsorship activities\r\nTrack adoption, engagement, and change effectiveness metrics\r\nCoordinate training enablement, knowledge transfer, and role readiness\r\nEnsure consistent change governance, tooling, and best practices\r\nMentor OCM practitioners and guide project teams on change standards

Skill Requirement : Organizational Change Management frameworks (Prosci, ADKAR, Kotter, etc.)\r\nStakeholder management & influence at senior leadership level\r\nCommunication strategy & messaging\r\nTraining and capability enablement\r\nTransformation programs (IT, Digital, Cloud, ERP, Operating Model)

Other Requirement : Strong influencing and facilitation skills\r\nStrategic thinking with execution focus\r\nHigh emotional intelligence and change resilience\r\nExcellent communication and storytelling\r\nAbility to work across business and technology teams

The Subject Matter Expert (Support & Ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.

Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.
Skill Requirements
1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
4. Familiarity With Sla Management And Incident Resolution Processes.
5. Knowledge Of Capacity Planning And Change Management Principles.

Other Requirements

1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification

Job Description : Change adoption and usage rates\\\\r\\\\nReadiness and training completion\\\\r\\\\nReduction in resistance / disruption\\\\r\\\\nBenefits realization support\\\\r\\\\nStakeholder and employee satisfaction

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