Digital Technology Senior Team Leader/Project Manager – Unified Customer Portal & ServiceNow CSM

Location: Mumbai, India

**Digital Technology Senior Team Leader/Project Manager – Unified Customer Portal & ServiceNow CSM**

**Are you interested in join Project Management Team?**

**Would you like to be a part of successful team?**

**Join our team!**

Baker Hughes is the leading energy technology company, who delivers across the energy value chain through our market-leading business segments. Built on a century of experience and conducting business in over 120 countries. Our innovative technologies and services are taking energy forward! Making it safer, cleaner and more efficient for people and the planet.

**Partner with the Best
**We are seeking a highly skilled Program Manager /Project Manager to lead the delivery, enhancement, and operations of the Unified Customer Portal and ServiceNow Customer Service Management (CSM) & Gen AI capabilities (including Agentic AI) for Cordant Services Business. This role is pivotal in driving the roadmap for the Unified Customer Services Support Program, ensuring seamless integration with upstream and downstream systems, and aligning business requirements with technical execution.

The ideal candidate will combine strong product management expertise with technical depth, stakeholder management skills, and proven experience in enterprise platform delivery.

As a **Digital Technology Senior Team Leader/Project Manager – Unified Customer Portal & ServiceNow CSM**, you will also be responsible for:

• Roadmap Ownership Drive the strategic roadmap for Unified Customer Services Support, prioritizing enhancements, new features, and operational stability.
• Product Enhancements Lead the design, implementation, and deployment of new functionalities, ensuring alignment with business goals and customer needs.
• Integration Management Oversee integrations with multiple upstream and downstream systems, ensuring data consistency, scalability, and automation.
• ServiceNow Gen AI & Agentic AI Prepare the strategy for enabling the Gen AI functionalities for the Cordant Services Tech support business operations
• Data Migration Plan and execute data migration activities, ensuring accuracy, compliance, and minimal disruption to business operations.
• Stakeholder Alignment Collaborate with business stakeholders to capture requirements, manage expectations, and resolve issues/defects effectively.
• Backlog & Issue Tracking Maintain the product backlog and issue tracker, ensuring clear prioritization and timely resolution.
• Requirement Translation Translate business requirements into technical specifications and hand over to development teams for execution.
• Risk Management Identify potential risks, predict challenges, and define mitigation strategies to ensure delivery success.
• Timeline & Delivery Prepare and manage delivery timelines, ensuring projects are executed on schedule and within scope.
• Vendor Management Manage the DevOps vendor resources for prioritization and bandwidth allocation/utilization
• DevOps Lead Drive the Development, enhancement & support and operations for business continuity and future deployments

**Fuel your passion!**

To be successful in this role you will:

• Proven experience as a **Program Manager** or **Project Manager** in enterprise platforms.
• Have experience with 8 to 10 years.
• Strong technical understanding of **customer support platforms**, integrations, and data migration.
• Experience managing **backlogs, issue trackers, and agile delivery frameworks**.
• Excellent **stakeholder management, communication, and leadership** skills.
• Ability to balance **strategic vision** with **hands-on execution**.
• Strong problem-solving skills with a focus on **automation and process optimization**.
• Basic understanding of the **Gen AI/Agentic AI**
• Understanding of the **DevOps & Agile** methodology
• Basic understanding of Enterprise systems like **CRM, ERP** and data lakes

**Preferred Skills**

• Knowledge of **enterprise architecture principles**.
• Familiarity with **risk management frameworks** and **deployment best practices**.
• Strong analytical skills to convert complex business needs into actionable technical requirements.
• Strong understanding of the **DevOps & Agile** methodology including backlog prioritization and sprint planning
• Strong understanding of driving strategic vision into technical roadmaps and leading the execution & delivery

**What We Offer**

• Opportunity to lead a **high-impact enterprise program**.
• Collaborative environment with cross-functional teams and leadership visibility.
• Platform to drive **innovation, automation, and customer experience transformation**.

**Work in a way that works for you**

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

**Working with us**

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

**Working for you**

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect.

Contemporary work-life balance policies and wellbeing activities

Comprehensive private medical care options

Safety net of life insurance and disability programs

Tailored financial programs

Additional elected or voluntary benefits

The Baker Hughes internal title for this role is: Digital Technology Senior Team leader - Digital Operations

At Baker Hughes, we are transforming the future of energy. With operations in over 120 countries, we are developing and deploying industry-leading technologies and services to take energy forward.

For more than a century, our inventions have revolutionized energy. Today, we are bringing our expertise to make oil and gas safer, cleaner, and more efficient.

Our people are the trusted experts, relied on to solve customer challenges big and small. We invest in the health and well-being of our workforce, train and reward talent, and develop leaders at all levels to bring out the best in each other.

We believe in creating an environment of diversity and inclusion, without bias. We know we are better when all of our people are developed, engaged, and able to bring their whole authentic selves to work.

We're makers, inventors, and leaders who aren't afraid of the tough challenges. We believe pushing boundaries will help to lead the way for a new energy future.