Program Head - - Enterprise Product Services

Required Experience & Qualifications 20+ years of experience in technical support, TAC operations, enterprise product support, managed services, professional services, customer success, or technology service delivery. Proven track record of managing large global teams (700+ headcount) across multiple time zones and regions (AMER, EMEA, APAC, LATAM). Experience with enterprise-grade technical environments (e.g., cloudinfrastructure, cybersecurity, networking, or enterprise software).Significant senior leadership experience managing large, complex, multi-client, multi-technology global delivery operations.Deep understanding of L1, L2, and L3 support models, escalation management,knowledge operations, service governance, and technical support metrics.Proven ownership of operational and financial outcomes, including service quality, CSAT, productivity, revenue, margin, and organizational scale.Executive customer management experience covering business reviews, critical escalations, transformation discussions, retention, and account growth.Experience leading AI, automation, analytics, digital support, or service- transformation programs, including client-facing advisory work on digital transformation or AI adoption for large global accounts.Strong executive communication, commercial acumen, stakeholder influence, and data-driven decision-making.Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline; postgraduate degree in management preferred.Relevant certifications in IT service management, cloud, networking, cybersecurity, product support, or program leadership are an advantage.Preferred Domain Exposureo SaaS and XaaS platformso Enterprise software and digital productso Cloud and infrastructure serviceso Networking, cybersecurity, storage, and data platformso Customer success and technical account managemento Professional services and managed serviceso Global multilingual 24x7 support operationso AI-enabled technical support and digital TAC