Program Manager

Overview

The Program Manager, Services runs the internal programs that make Mindtickle Services efficient, predictable and profitable, spanning Professional Services, Content as a Service (CaaS), Managed Services and Technical Solutions.

What you'll do

• Build and maintain a single source of truth across PS, CaaS, Managed Services and Technical Solutions covering active programs, capacity, utilization, delivery health and risk.
• Run the Services governance cadence of weekly portfolio reviews, monthly business reviews and quarterly planning, with clear decision logs and action tracking.
• Define and standardize portfolio metrics and reporting so leadership can see issues early and act on data.
• Track Services revenue, cost and margin by service line, account and program, and surface variance and its drivers.
• Maintain visibility into what is delivered in-house versus outsourced, including vendor spend, contractor utilization and the cost/quality trade-off of each.
• Support pricing, estimation and capacity models with leadership, Finance and Presales, and flag margin risk before deals are signed and during delivery.
• Prepare inputs for budgeting, forecasting and headcount planning.
• Charter, plan and drive Services-wide initiatives end to end, such as AI-led delivery transformation, new service packaging, operating-model changes and tooling rollouts.
• Own initiative governance, including scope, milestones, owners, dependencies, RAID logs and success metrics, and report progress and outcomes to leadership.
• Act as the program lead on escalations, assembling the internal team, running the recovery plan, tracking commitments and closing the loop.
• Provide operational support to accounts needing resourcing, cross-team dependency or commercial/scope clarity, without becoming the day-to-day delivery owner.
• Capture root causes and turn recurring issues into process or product fixes.
• Identify inefficiencies across service functions such as hand-offs, duplicated effort, tooling gaps and manual reporting, and drive measurable fixes.
• Standardize playbooks, templates and operating rhythms across service lines.
• Partner with team leads to apply AI and automation to internal workflows such as reporting, estimation and resource allocation.
• Build executive presentations for founders, leadership reviews, Sales/GTM forums and customer executive meetings, turning operational data into a clear narrative.
• Draft briefs, business cases and updates for Services leadership.

Details

• Location: Pune, Maharashtra.
• Tools: Jira, Rocketlane, Excel/Google Sheets, Salesforce (inputs), BI dashboards, Google Slides/PowerPoint, and AI assistants.