Senior Manager - Program & Project Management

Senior Manager - Program & Project Management

Project Manager Google Cloud Platform GCP

Role Summary

The Project Manager will be responsible for leading and managing GCP Operations and Engineering teams ensuring service delivery excellence governance compliance resource optimization customer satisfaction and continuous improvement The role requires close collaboration with customer stakeholders Operations teams Engineering teams and internal leadership to drive operational stability Agile delivery and strategic cloud initiatives

Key Responsibilities

1 Team Management Leadership

Lead geographically distributed Operations and Engineering teams

Perform capacity planning and workforce management to meet business and customer demands

Manage team utilization shift rosters leave planning and resource allocation

Conduct performance discussions coaching mentoring and career development activities

Drive team engagement productivity and operational excellence

2 Governance Compliance Risk Management

Manage and track all organizational compliance requirements and governance activities

Ensure completion of monthly and quarterly compliance deliverables including

oMAP

oObligations

oSMR

oPMP

oPWPA

oRisk Management

oInternal External Audits

oSecurity Regulatory Reviews

Identify risks maintain mitigation plans and drive closure of audit findings

Ensure adherence to internal policies corporate governance standards and customer contractual obligations

3 Resource Planning Workforce Management

Support hiring activities including demand planning interviews onboarding and resource allocation

Manage resource transitions attrition risks and succession planning

Coordinate knowledge transfer activities and maintain organizational knowledge repositories

Ensure adequate staffing to support operational and engineering commitments

4 Customer Relationship Delivery Management

Serve as a primary point of contact for customer stakeholders

Manage assigned user stories and project deliverables

Review ticket trends operational metrics and customer escalations

Lead Monthly Service Reviews MSR governance meetings and operational reviews

Develop and execute Continuous Service Improvement CSI initiatives

Provide executivelevel reporting and operational insights

5 Service Level Management SLM

Own service delivery performance across incidents service requests problems and changes

Ensure SLA KPI and operational targets are consistently achieved

Review ticket quality work notes resolution documentation and closure practices

Conduct periodic service audits to improve process adherence and service quality

Drive proactive issue identification and remediation to prevent SLA breaches

Manage customer and executive escalations through timely resolution

6 Engineering Agile Delivery Management

Govern engineering backlogs and Agile delivery processes

Ensure Scrum ceremonies sprint planning sprint reviews and retrospectives are effectively conducted

Track user story progress dependencies risks and delivery commitments

Coordinate prioritization of engineering initiatives with business and customer stakeholders

Ensure proper estimation planning and utilization of engineering resources

Drive accountability for delivery commitments and technical excellence

7 Incident Change Problem Management

Ensure adherence to customerdefined Incident Change and Problem Management processes

Review root cause analyses and corrective actions for major incidents

Govern change planning risk assessments and change approvals

Track problem records through resolution and implementation of preventive measures

Promote operational stability through process standardization and continual improvement

8 Documentation Continuous Improvement

Maintain operational procedures SOPs knowledge articles governance artifacts and RACI documents

Drive process optimization automation opportunities and operational maturity improvements

Establish metrics and dashboards to monitor service health and team performance

Partner with stakeholders to implement service transformation initiatives

Required Skills Competencies

Project Service Management

Project Management

Program Management

Service Delivery Management

ITIL Foundation ITIL Practices

SLA KPI Management

Risk Compliance Management

Resource Capacity Planning

Stakeholder Management

Vendor Management

Escalation Management

Cloud Technical Knowledge

Google Cloud Platform GCP

Cloud Operations Support Models

Cloud Governance Security

Infrastructure as Code Terraform

CICD Concepts

ServiceNow

Monitoring Observability Platforms

Cloud Cost Optimization

Agile Delivery

AgileScrum Methodologies

Sprint Planning Execution

Backlog Management

Release Planning

Change Management

Problem Management

Leadership Soft Skills