Service Delivery Program Manager

Job Responsibilities

Manages mission critical deliveries which includes 24x7 service operations for a strategic account

Leading managed services for infrastructure technical services such as Enterprise Networking and Unified Communication

Should be able manage all stake holders (Like Resources, customer C-level and management)

Performs resource planning, tracking and oversight to ensure service delivery as per KRA, KPIs and SLAs within budget, on-scope and first time right

Present frequent status reports with highlights / low lights

Leading from front attitude, having continuous quality communication with customer stakeholders to ensure high CSAT rating

Track service delivery performance against defined SLAs and KPIs

Bring in service improvements with innovation and automation

Regular team meetings, engage and manage team members from multiple organizations, vendors and subcontractors, obtain vendor/subcontractor quotes, engage vendors/subcontractors and release project team resources.

Oversee project deliverables to ensure performance to schedule and budget are met

Evaluate actual hours performed to planned hours and deliverables to the quality expectations

Exercise change process against the project objective, update project deliverables and obtain acceptance from identified project stakeholders

Participate Major incidents, change management and ensure issues are resolved as per SLA

Root cause analysis and proactive measures to prevent reoccurrence of issues

Manage customer escalation and periodic calls

Track and manage project risks proactively

Participate deal proposal building and defense presentations

Interact with CxO / senior management in customer organization

Ensures 100% compliance to the defined processes

EXPERIENCE PROFILE

15+ years experience in Project Management in network related projects

o Must have experience in managing service delivery for ACV $3M+

o At least 2 - 3 years of experience in managing service delivery for Infrastructure Operations including Network and Unified Communication domains

Must have worked in large organizations with distributed (Onsite / offshore) delivery model

Strong financial tracking experience

Must have worked in PMO environment

ITIL certification preferred

JOB COMPETENCIES

Leadership skills

Execution management, attention to detail

Analytical thinking

Communication and Consensus building; Relationship management

Facilitation and Presentation skills

Use of enterprise project management tools

Financial and risk management

Infrastructure project management

Excellent communication and presentation skills