Manager - Service Delivery & Management

Job Description

Job Description

Responsible for managing customer project deliveries in Unified Collaboration domain. This involves planning, collaborating with multiple stakeholders and reporting progress to ensure adherence to timelines and the assigned budgets. This is an operational role which is responsible for delivering results that have direct impact on the achievement of results for projects undertaken as per business requirements.

Major Responsibilities

PM responsibility involves coordinating, communicating and implementing customer orders in international geography for GVS, Global SIP, Domestic Voice customer

Porting SME skill to cater customer porting request in APAC, EMEA, US & India region

To prepare delivery project plan and communicate customer at each milestone.

Initiate & manage internal & external customer kick off call for Major Project

Program Manage the delivery with internal and external stakeholders & create Project Team for Critical Project

The role involves knowledge and use of Project Management Tools along with Voice/MPLS Domain & porting Knowledge.

Manage & share Weekly Project dashboard/weekly update to customer for critical delivery

Project Manage CPE/LL delivery as per project scope & schedule necessary testing to accomplish the required test

MPLS/Voice Solution implementation with customer & Partner/Vendor

Manage customer acceptance/Project closure & service handover to assurance team

Manage customer feedback after project deliver for continuous service improvement & Customer delightment

Key Performance Indicators

NPS/TF score

Volume Productivity/Revenue Realization

CRFS Adherence / Ageing/TAT (Turnaround time)

Sales/Product/Stakeholder feedback

Qualitative delivery / Jeopardy management Metrics

Qualification Necessary requirement

Degree in Engineering/MBA (Telecom) (Preferable)

Should be well versed with Service Layer handling of Program Management aspects Understanding Service Solutions, Project deliverables, Key internal customers and Suppliers roles, Qualitative aspects for delivery

PMP/Prince 2/ITIL Certification (Preferable)

1. 8 years of relevant work experience with minimum 2-year work experience of Program Management of Telecommunication Services (Enterprise Data & Mobility Products, Managed Services Colo, Hosting, Managed Security, Managed Voice, Voice & Video Products, and Media & Entertainment Segment Products)

Skill Requirements (Top 5) - Include Skills requirement in Domain, Leadership and Behavioral

Project Management

Customer communication (Written & Verbal)

Qualitative process adherence

Voice/MPLS/UCC /Porting Technical knowledge (Basic)