Program Manager

We are seeking an experienced Program Manager to oversee ERP program governance, manage critical incidents, drive issue resolution, and provide executive-level communication across complex enterprise environments. The ideal candidate will have strong experience in SAP and Oracle ERP applications, stakeholder management, escalation handling, and operational governance. Key Responsibilities : Manage end-to-end program governance for ERP initiatives and operational support engagements. Act as the primary point of contact for major incidents, critical issues, and escalations. Proactively identify, track, and resolve program risks, issues, and dependencies. Communicate incident impact, status, mitigation plans, and resolutions to senior leadership and executive stakeholders. Drive cross-functional collaboration among business, application, infrastructure, and support teams to ensure timely issue resolution. Establish and govern escalation management processes and service delivery standards. Monitor program health through KPIs, SLAs, governance reviews, and performance dashboards. Lead executive governance meetings, steering committees, and status review forums. Ensure adherence to compliance, audit, security, and organizational policies. Coordinate with SAP and Oracle ERP support teams to manage business-critical incidents and service improvements. Drive continuous improvement initiatives to enhance operational efficiency and service quality. Required Qualifications : Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field. 12 years of overall IT experience with 5 years in Program Management or Governance roles. Strong experience managing large-scale ERP landscapes, including SAP and Oracle applications. Proven experience in incident management, problem management, and escalation handling. Experience communicating with senior leadership and executive stakeholders. Strong understanding of ITIL processes, service management, and governance frameworks. Key Skills : Program Management Executive Stakeholder Management Incident & Problem Management Escalation Management SAP ERP Applications Oracle ERP Applications Governance & Compliance Risk Management Service Delivery Management ITIL Framework Leadership & Communication Cross-functional Team Management Preferred Certifications PMP / PgMP ITIL Foundation or ITIL Managing Professional SAP or Oracle ERP certifications (preferred) Experience : 12-15 years of IT experience Experience managing ERP programs, incidents, escalations, and executive communications in SAP and Oracle environments Key Success Factors Strong executive presence and communication skills. Ability to handle high-severity incidents and critical escalations with confidence. Proven track record of driving resolution across multiple teams and stakeholders. Deep understanding of ERP operations, governance, report, dashboards and service delivery excellence.