Role Overview

The Software Project / Operations Manager is responsible for end-to-end delivery and operational management of software projects and support engagements. This role ensures stable operations, predictable delivery, SLA adherence, and continuous improvement, acting as the primary interface between business stakeholders, engineering teams, and external partners.

Key Responsibilities

Project & Delivery Management

1. Own end-to-end delivery of software projects, enhancements, and operational initiatives.
2. Plan and manage project scope, schedules, milestones, and deliverables.
3. Ensure projects are delivered on time, within budget, and agreed quality standards.
4. Drive release planning, deployment coordination, and post-release stabilization.

Operations & Support Management

1. Manage application operations & support (L2/L3), ensuring SLA, SLO, and KPI adherence.
2. Oversee incident, problem, and change management processes.
3. Ensure timely resolution of production issues and root-cause analysis (RCA).
4. Drive operational stability, uptime, and performance improvements.

Stakeholder & Client Management

1. Act as the single point of contact for clients and internal stakeholders.
2. Provide regular status reports, operational dashboards, and executive summaries.
3. Manage escalations, expectations, and risk communications effectively.

Governance, Risk & Compliance

1. Maintain project governance artifacts including RAID logs, SOPs, and runbooks.
2. Ensure compliance with security, audit, and organizational policies.
3. Identify delivery and operational risks and proactively implement mitigation plans.

Team & Vendor Management

1. Manage cross-functional teams including developers, QA, DevOps, and support engineers.
2. Coordinate with vendors and partners to ensure contractual and SLA commitments are met.

Financial & Resource Management

1. Manage budgets, forecasts, and operational cost controls.
2. Track effort consumption, invoices, and billing milestones.
3. Support change requests, effort estimations, and impact analysis.

Required Skills & Experience

Mandatory

• 8+ years of experience in software project delivery and/or IT operations management.
• Strong understanding of SDLC, IT operations, and service management processes.
• Experience managing support engagements, production systems, and SLAs.
• Proven ability to manage multiple projects or services in parallel.
• Strong stakeholder communication and escalation handling skills.
• PMP certification is must

Technical & Domain Exposure ( Optional )

• Web and enterprise applications
• Cloud platforms (AWS / Azure / GCP)
• DevOps and CI/CD practices
• ITIL-based service management processes

Tools

• Jira, ServiceNow, Azure DevOps, Confluence (or equivalent)
• Monitoring and incident management tools
• Reporting and dashboarding tools

Preferred Qualifications

• ITIL / PMP / PRINCE2 / Scrum certifications
• Experience with managed services or AMS models
• Experience working State & Central Government project engagements
• Good communication in English, Tamil and Regional languages