SME Program & Project Management

Job description

The Value Stream Manager (VSM) is responsible for end-to-end ownership of application service reliability, performance, and lifecycle management across the assigned value stream. The role governs and drives Site Reliability Engineering (SRE) practices spanning: • Application Monitoring • Application Operations (Run) • Application Maintenance (Fix) • Application Development / Enhancements (Change) The VSM acts as the single point of accountability across business, engineering, and operations, ensuring alignment to business outcomes, SLO adherence, and continuous service improvement. Key Responsibilities Key Responsibilities Value Stream Ownership & Governance • Own end-to-end service delivery across the value stream (Run, Change, Improve) • Ensure alignment of IT services with business KPIs and digital product objectives • Define and govern SLOs, SLIs, SLAs, and Error Budgets • Lead Service Reviews, Operational Governance Boards, and Executive reporting • Drive cross-functional alignment across VSM, DPO, Engineering, and Operations teams ________________________________________ Application Monitoring & Observability • Ensure implementation of end-to-end observability (logs, metrics, traces) • Define monitoring standards and golden signals (latency, traffic, errors, saturation) • Oversee dashboarding (e.g., Splunk / ITSI) and real-time service visibility • Drive proactive issue detection and early warning mechanisms • Establish and track observability maturity and coverage ________________________________________ Application Operations (Run) • Govern day-to-day application operations and service health • Ensure high availability, performance, and resilience of applications • Oversee incident, major incident (P1/P2), problem, and change management • Ensure reduction in MTTR, incident volume, and repeat failures • Drive operational excellence through standardization and runbook adherence ________________________________________ Application Maintenance (Fix) • Own defect management, RCA closure, and technical debt remediation backlog • Ensure systematic problem elimination and permanent fixes • Prioritize stability improvements vs. feature delivery based on business impact • Drive preventive maintenance and reliability improvements ________________________________________ Application Development & Enhancements (Change) • Align with Product Owners to prioritize enhancements, releases, and feature delivery • Ensure DevOps and CI/CD practices are implemented effectively • Govern release quality, deployment risk, and rollback readiness • Ensure build vs. run alignment to avoid operational gaps ________________________________________ Reliability Engineering & Continuous Improvement • Drive SRE practices including: o Error budget management o Toil reduction and automation o Capacity and performance optimization • Lead proactive incident elimination initiatives • Establish data-driven continuous improvement culture ________________________________________ Stakeholder & Partner Management • Act as primary interface for business stakeholders (e.g., DPO, VSM forum) • Manage service partners / vendors and ensure performance compliance • Ensure clear communication during incidents and service disruptions • Drive global collaboration across regions (onshore/offshore) Skill Requirements Required Skills & Experience Core Functional Expertise • Strong understanding of: o Application Operations (L1–L3) o SRE principles and reliability engineering practices o Monitoring & observability platforms (e.g., Splunk, AppDynamics) o ITIL processes (Incident, Problem, Change, Release) ________________________________________ Leadership & Governance Skills • Proven experience in managing end-to-end service delivery / value streams • Strong stakeholder management and executive communication skills • Experience in governance forums, service reviews, and KPI tracking • Ability to drive cross-functional alignment across Dev, Ops, and Business ________________________________________ Technical & Domain Knowledge • Understanding of enterprise application landscapes (SAP, COTS, Custom Apps) • Familiarity with: o Cloud platforms (Azure / AWS) o CI/CD pipelines and DevOps practices o Automation frameworks and AIOps ________________________________________ SRE / Operational Excellence • Expertise in: o SLO / SLA / error budget management o MTTR reduction and incident elimination o Capacity planning and performance engineering • Data-driven decision making using operational metrics and trends Soft Skills • Strategic thinking with execution focus • Strong analytical and problem-solving ability • Excellent communication across technical and business audiences • Ability to operate in high-pressure, global delivery environments Other Requirements Experience & Qualifications • 10–15 years of experience in Application Services / SRE / Managed Services • Minimum 3–5 years in service leadership / value stream management roles • Bachelor’s degree in Computer Science / IT (Master’s preferred) • Experience in large-scale enterprise transformation programs Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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