Service Program Manager

Service Program Manager

Preferred Education - B.E./B.Tech./MCA

Preferred Certification - ITIL Prince2/PMP or equivalent

Min. Experience - 7 Years

Key Competencies: -

1. Ensure smooth project rollout.
2. Project coordination and scheduling
3. Kickoff meetings, LOC signoffs, & SLA adherence.
4. Complete regulatory, quality process compliance across all projects regionally.
5. Regular MIS flow to top management and customer updation.
6. External agency liasioning.
7. Team management
8. Partner management
9. Operation management

Dimensions: -

• Interacting with various vendors for sourcing products and solutions and for closure of calls of certain equipments, which are supported by them.
• Maintaining an Asset database for the customers and update at regular intervals.
• Tracking asset movements and ensuring software and hardware assets are within control.
• Incident and problem management using repeated corrective actions.
• Process implementation and adherence.

Major Challenges: -

The key challenge for the incumbent shall be to leverage on the comprehensive wireline, wireless, submarine and internet infrastructure of Bharti, our strategic partnerships with other telecom service providers and content providers to deliver the committed solution to customer.

PM has an end-to-end responsibility of owing customer service relationships with Global Wholesale accounts. This makes the role of PM very crucial for ensuring a positive image of Airtel with key Global Wholesale clients as well as ensures high levels of customer satisfaction – considering that the relationship management would play a very important role in up selling of new services etc. as well as retaining the existing business.

1) To keep oneself updated on the ever changing customer needs

2) Project delivery under tough deadlines and demanding customers.

3) Maintaining consistent high service levels

4) Maintaining the service delivery commitments.

Deliverables: -

1. Having experience in implementing strategic Govt. projects, managing internal teams and partners for end to end solution delivery.
2. Experience in Project management, Networking, Wireless Broadband, Technical Support / Troubleshooting, Team Management with reputed organizations.
3. Adept in analyzing information system needs, evaluating end-user requirements, custom designing solutions, troubleshooting for complex information systems management.
4. An effective communicator with exceptional relationship management skills with the ability to relate to people at any level of business and management and significant experience of working with steering committees other regulatory agencies for smooth project execution.
5. Prepare and sharing weekly Project plan and gantt chart with the customer.
6. Partner management and process improvement related to partner.
7. Planning and tracking the implementation of links and LOC collection to ensure financial targets are met for all implementation in the region on the assigned projects.
8. Timely escalations and seeking intervention to relevant sources to ensure smooth project progress.
9. Monitors all critical escalations until resolution.
10. Proactive arrangement of infra at partner end to overcome BW constraint's.
11. Regular Interaction with project team & relationship with them. Co-ordination with internal/cross functional stake holders
12. Daily /Weekly monitor of the projects proactively with partner .
13. Migration of circuit's from copper to fiber.
14. Migration of circuit's to other partner to realize the revenue.
15. Proficient in providing a high quality of technical services and maintaining maximum uptime for critical equipment.
16. Internet Technologies: Operation and maintenance of Internet Backbone Network ( ISP Setup includes Cisco Routers, Switches, Wireless broadband , Modems, Leased circuits , ISDN and Infrastructure Management.
17. Billing and invoice clearance for all the due invoices.

• A/C reconciliation
• Tax & GST understanding
• Billing reconciliation and collection
• Relationship management.