Gm - Solution Delivery

Job Req ID: 37543- Location: Pune, IN- Function: Technology/ IOT/Cloud- About:
**Role**

**Program Manager - Digital CRM Customer Management**

**Job Level/ Designation
M3 / L6 - General Manager

**Function / Department**

Solution Delivery - Information Technology

**Location**

Pune IT Hub - HJW

**Job Purpose**
- Ownership of Digital CRM Roadmap through End-to-End delivery of Projects in Customer Management portfolio and manage big transformation/ integration programs
- Coordination with multiple partners to arrive at integrated Project Plan for project delivery and driving respective partners to deliver as per agreed milestones through pro-active communication, Daily reviews, Risk Management, Issue resolution, manage escalations and Reporting on progress to internal stake-holders
- Explore, propose and drive Modern Delivery techniques like DevOps, Release Automation, Automated Code Review and Continuous improvements in processes to manage business & Technology Partners
- Continuous reporting and auditing of the delivery items using available Automation Tools like Octane, ITDM etc
- Analysis, Review and Tracking of L3 Incident Fixes to ensure stable Production system and minimize customer issues

**Key Result Areas/Accountabilities**
- **BAU Demand Deliveries** - End to End Management and tracking Project deliveries (Waterfall/ Agile) by conducting regular reviews with Partner teams. Preparation, validation & tracking of project plan (MPP) and ensuring that the project activities are completed as per timelines.

Validate, review and sign-off efforts and approve resource utilization, Build and Deployment planning. Efficient communication with Stakeholders to ensure sync-up on progress of Project deliveries. Analysis, Review and Tracking of L3 Incident Fixes to ensure stable Production system. Review and own the Solution design from Digital CRM perspective
- **Reviews and Reporting** - Active Participation in Weekly Governance forums for Customer Management Portfolio. Proactive Identification, mitigation and closure of risks and issues related to assigned Projects, effective project communication/ presentation to senior management team.
- **Key Initiatives and Programs** - Drive critical Initiatives like DevOps, Digitization, Automation, Containerization, RPA & other improvement programs undertaken by the organization. Be responsible for commitment to timelines and SLAs thus ensuring overall Program milestones are not impacted.

**Core Competencies, Knowledge, Experience**
- Experience of working in multi-vendor assignments - thus understanding diverse processes and approaches.
- Exposure to DevOps, Agile delivery methodologies, Cloud/ Containerization
- Strong communications, interpersonal, negotiation skills. Highly competent in Microsoft Project Professional/Excel/PowerPoint/Visio/Word.
- Graduate/Postgraduate in Technical Streams

**Must have technical / professional qualifications**
- Certifications - PMP/ Prince2/ Scrum Master
- Good stakeholder-management skills to interface with business users
- People management skills
- Effective communication and inter-personal skills
- Proactive in approach with positive attitude
- Balanced in handling emergencies
- Experience in virtual team management, People management skills
- Management Degree from Premium Institute will be added advantage

**Years of Experience**

**Industries to look from**

Telecom, IT

**Ideal Organizations to look from**

Airtel, JIO, Infosys, Accenture, IBM, TCS, TechM

**Direct reports**

2