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At HCL technologies, we work as true partners both with our employees and our clients, embodying our number one value: People First. Our team is driven by a desire to always learn, improve, and innovate. We take an open-minded approach to opportunities and challenges and are focused on solving business challenges.
We are seeking an experienced Telecom Sr. Program Manager to join our firm as a dedicated full-time employee. This is an onsite role, and candidates should be in Miami, Florida area. In this role a candidate is accountable for managing service delivery of client account and promoting new business growth & continuous improvement of productivity, service quality and customer satisfaction.
Focus Areas/KPIs:
- Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
- Achieving productivity improvements (KPI: Value for customer & enhanced margin)
- Transforming and growing the business (KPI: Further profitable service revenue)
- Developing strong relationships with Customer(s) and teams (KPI: Strong network in place & people development is evident)
- Manage Profitability - responsible for Budgeting (KPI: P/L and Financial Management)
- Advocacy of domain solution capabilities (KPI: Develop strong domain capability & elevate relationship with customer leadership)
Required Skills:
- Lead and manage large teams spread across multiple geographies and various technical towers.
- Strong ITIL & SAFe Agile Processes knowledge
- Vendor Management & Contract Negotiation Skills & Experience.
- Overall Strong Technology Landscape Understanding & Experience of Managing end-to-end Telecom Application Delivery engagements with excellent knowledge in OSS / BSS, Digital Solutions, IoT, Video Services domains.
- Knowledge of latest cloud technologies from different cloud providers like Azure, AWS, Microsoft & Google
- Experience of working with technical architects and design engineers
- Strong written and verbal communication skills
- Strong Analytical and Presentation Skills
- Budgeting and P/L management experience
- Strong client relationship management skills Build and Manage customer relationship at Dir/Sr. Dir/CXO level
- Strong knowledge and experience in IT Operations management
- Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members
- Experience of managing multiple parallel projects and ensuring on-time as well as quality delivery of the projects
Key Accountabilities:
- Accountable for managing end to end service delivery for one dedicated account
- Accountable for overall end-to-end IT application service delivery from multiple tracks (Digital, Analytics, Video Application, IoT Applications, Order Management, Billing, Service Assurance etc.)
- Provides a focus for SLA management and customer satisfaction. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
- Build and nurture client relationships across levels in CIO, CTO, CPO & Business Organizations
- In conjunction with the Accounts / Sales teams stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable
- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
- Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures.
- Ensures resources, capabilities, and capacity to meet both existing and new business demand
- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole service team, including Customer other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
- Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
- Motivates, develops, and mentors other service delivery employees and managers where relevant
- Maximizes same account growth opportunities
- Champions team-working, re-use, knowledge sharing and promotes the increased use of best practices
- Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
- P&L Budgeting and Management
- Produce management and account performance reports to an agreed schedule or upon request
- Attend client service review meetings covering performance, service improvements, quality, and processes
- Resource Management Training Facilitation, Talent farming, Attrition, Rotation etc. as per Organization guidelines.
- Project Management Skills
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