Tata Tele Business Services - Team Member - Program Management - SD WAN

Job Description

Job responsibility:

Program Manager is responsible for timely & cost-effective Customer Service Delivery & Assurance for the first 30 days post activation for the designated accounts.

Major Responsibilities Include:

- Manage large-scale projects, overseeing the lifecycle of around 150 orders monthly.

- Foster a culture of collaboration, accountability, and continuous improvement with the stakeholders.

- Engage with customers to understand their order and requirements, such as the readiness of space and power at the customer's office premises IT room for equipment installation.

- Regular updates on Estimated Delivery Dates (EDD) and Customer Expected Delivery Dates (CRDD)

- Ensure the required bandwidth for the customer is provisioned in the system.

- Demonstrate the successful delivery testing.

- Coordinate with field teams for the readiness of the Last Mile & Backhaul.

- Responsible for Delivery NPS & taking corrective action to improve NPS

- Responsible for Large Value or Large Volume Customer Visits

- Responsible to drive Delivery Cycle Time Reduction & Install MRC Improvement projects with Cross Functional Teams

- Responsible for adhering 95% CRDD adherence

- Forecasting: Analyze trends and orders in hand to provide accurate forecasts for the next month.

- Dashboard Management: Understand and prepare complex dashboards for management, providing clear and concise data visualization. Prepare daily, weekly, and monthly MIS reports on the status of orders delivered.

- Cross-Functional Stakeholder Management: Collaborate with various teams including:

- Sales Team for any customer support during the fulfilment.

- Planning Team for generation of connectivity plans.

- Network Field Operations for the backhaul & Last Mile delivery.

- CPO Team for customer end installations, testing & WCR sign off.

- CDC Team for the circuit level provisioning.

The aspirant for this role must have in-depth understanding about the Telecom NWs, and execution practices.

Span Of Control

Key Customer Business, Customer & Finance

Necessary Preferred

Skills

- Over 5-7 years of experience in program management, specializing in connectivity product delivery.

- Proven track record of managing large-scale projects and leading diverse teams.

- Strong understanding of project management, customer service, and technical knowledge of connectivity products and infrastructure.

- Excellent problem-solving, leadership, and communication skills.

- Proficiency in data analysis and reporting, with the ability to generate insightful MIS reports and forecasts.

- Experience in creating and managing complex dashboards for senior management.

- Demonstrated ability in cross-functional stakeholder management.

Working experience with prominent telecom operators for Service Delivery, Network Design, build-out and Operations

Qualification PGDM/B.E./B.Tech (Telecom/Communication/Instrumental)

Overall Work Experience Over 5-7 years of experience in program management, specializing in connectivity product delivery.

Behavioural Attributes

- Positive thinking

- Willingness to work in a competitive environment.

- Team player

- Good listener