Deputy General Manager - Service Delivery & Management
Job Description
Job Description
Lead, schedule, and monitor project management activities for all customer deliveries in Hybrid Network Services domain with the objective of improving customer experience, turnaround time, managing cost efficiency, productivity, achieving first time right & making processes and systems easy to use and follow.This is a tactical role which contributes to defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business units overall results.
Responsibilities
Plan for execution across various types of projects (small, medium, large & complex)
Responsible for hardware planning, environment provisioning, documentation, and application deployments for variety of applications and servicesAllocate resources based on skill and capability required for the projects.
Oversee and guide procurement lifecycle related to project procurement.
Guide and mentor technical implementation leads and program management team for low level design, project execution within schedule and cost.
Participate and drive customer review meetings for large and complex projects.
Coach and guide team for handling all the projects.
Drive OEM / Partner / Vendor performance reviews
Periodically review business processes and performance against various parameters (turnaround time, ease of use, first time right, cost)
Track success of complete projects against their specific KPIs
Participate in review calls to provide status update, resolve any dependencies, Oversee roll out of change plan and drive course correction where required.Collaborate with various teams within the business (such as sales support, commercial, sales, etc.) to identify issues and opportunities.
Drive mitigation of delivery issues and timelines through effective escalation management with senior management when necessary
Review progress and margins of projects on a periodic basis and ensure faster revenue realization through appropriate prioritization of orders.
Conduct periodic meetings with customers/stakeholders/vendors to discuss issues and related action items. Identify areas of improvement and drive specific initiatives to address issues raised by customers around order delivery.
Diagnose, troubleshoot, and resolve problems, and take corrective action when necessary. Provide technical expertise, business planning and workflow management for ensuring smooth integration of network and system.
Define service realization and SOPs for Service Delivery and resolve escalated issues.
Ensure that all projects are handed over to the Operations team post completion of all deliverables.
Minimum qualification & experience
Experience in technical support, project delivery in technology industry
Desired Skill sets
Expertise in integrated service delivery of complex and large projectsUnderstanding of Industry adoption and utilization of the Technology & Domain
Internal & external stakeholder management and consultative skills
Commercial acumen and broad understanding of market dynamics
Strong customer service, project management, and quality control skills.
Knowledge of budgeting, cost management, and financial planning