Program Manager - Infrastructure Operations
Deadline of this Job:
28 Nov 2012
Program Head for Managed Services is required for a large Signature programs in the Telecom Vertical. The client is a large Telecom Operator providing GSM / Fixed line / Wireless services in Africa. As a Program Head, you will be required to manage operations spread across multiple OpCos and clustered as a Hub. The current opportunity is for the SEA Hub and the position based out of Kampala, Uganda.
As Program Head, one will be responsible to manage an existing engagement comprising of inter-related projects to deliver specific business objective. The team size is expected to be 75+ spread across multiple Opcos. The program is a multi-year engagement and the expectation is to take the engagement to the next level. The role would require high degree of customer interaction and Stakeholder Management.
Duties and Responsibilities:
Setting a clear Vision for the Operations team
Excellent rigor in tracking service metrics, communication and closure of actionable from time to time
Be able to make effective presentations at an Operational / Steering committee level
Being able to work with cross functional teams, varied suppliers and business teams
High sensitivity to Customer issues - Ability to respond with speed, have work around solutions and be able to fix problems permanently
Track transaction CSAT ( END USER LEVEL) and Perception CSAT ( BUSINESS LEVEL)
Identifying improvement actions and fixing them timely
High compliance to agreed SoW – To meet / exceed agreed SLA/KPI targets
Delivery of Services based on ITIL V3 framework covering Service desk , End user management and Data center domains – ( Wintel, Unix, Storage, Backup, Network, Security, Database and Middleware towers)
Management of Day to Day operations enabling systems to be highly available.
Excellent Operational rigor – Being able to get into finer details and look at continuous improvement
Carry end to end responsibility for IT Service management in Service Operations – Being responsible for effective Asset / Vendor management
Able to identify, track and mitigate risk – Operational / Technical / Program related
Able to attract good talent to the program – Identify, train, coach and mentor resources to meet program objectives
Ensure people within the account are trained to cater to technology developments and growth in the account
To enable rotation and career plans for people to have an enriching career
Manage Attrition and work proactively on talent retention strategies
Process & Compliance
Highly process oriented – Able to Define, lay down processes in a way to enable smooth business operations. Should also be able to redefine process, identify non-value adds and simplify as required
Should be trained on usage of Quality tools
Be able to draw on QC tools to make effective
Track and improve on Cost of Delivery
Maximize on new business opportunities within the account and develop plans for penetration of Wipro Services and increase share of wallet
Track receivables and collect outstanding payments
12 – 15 years of Industry experience
Certified Stanford Program Manager or PMP or equivalent
Should be ITIL V3 certified
Handled at least 2 or more programs of equal to or 70% of current program size in a Managed Service portfolio
Strong technology orientation – To be able to work in a multi domain environment
Domain experience in one / multiple domains
Strong aptitude for delivery processes and delivery management with detail orientation
High rigor on operations and Continual Improvement
Expertise with program planning and tracking tools like MS Project/Clarity
High sensitivity to Customer satisfaction
People centric attitude
Refined and well-organized multi-tasking skills
In-depth knowledge of risk management models and skills
Strong customer management skills
Excellent written and oral communication
Job application procedure
Please follow the instructions as stated below as failure to do so could lead to disqualification.
1. Send an Application letter and CV/Resume.
2. Merge these two documents into one document in either word or pdf format.
3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.
4. Include the job title and/or reference number in the subject line of the email address and send your application by email to firstname.lastname@example.org
5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.
Deadline 28 Nov 2012
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