Program Manager (Domain- Telecom/Network OEM)

Roles & Responsibilities:

• Create the project team for each project; Work with the other stakeholders to start up the project (team training, hand-over, escalation processes, templates, etc.)
• Work with field team (Internal/external) across the country to raise awareness for timely implementing the project successfully.
• Manage change control, escalations and customer expectations throughout the life cycle of the project
• Provide customers and NCR associates with the required project reporting
• Must be able to motivate and inspire people to keep the project moving toward successful completion even in the face of the physical demands of aggressive project schedules and the emotional demands of discouraging developments
• Participates in requirements gathering process and user testing
• Manages the interactions between the customer and the rest of the project team resulting in good customer relations and an enthusiasm for the project and the customer relationship.
• May serve as a mentor in one or two product domains or customer specialties. Owns the overall management of the project, coordinating resources across organizations and managing to timeline Document all project processes & schedules plans.Manage projects within scope.
• Manage project risk items. Manage project milestones,schedules and resources (including internal and third party resources) Manages all phases of a project Gathers information from a wide range of sources to resolve problems with unknown solutions including internal business units and third party vendors.

Service Delivery:

• Position provides management and coaching support to employees in a designated region in order to meet customer Service Level Agreements (SLAs); Manages all activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction
• Position is responsible for developing employees(Internal/External), promoting teamwork, and fostering open and effective communications.
• Actively pursues revenue opportunities while effectively controlling expenses and assigned assets.
• Maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities.
• Responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated region.
• Advise customers about service and service delivery, including maintenance agreements and SLAs; Respond to customer opportunities, issues and complaints in a timely manner; Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, FSC Service Coordinators, etc.)
• Monitor SLA performance against target for your designated territory. Perform root-cause analysis and preventive measures for repeated escalations; Analyze issues for missed targets and implement corrective actions.
• Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator.
• Ensure an environment that promotes effective communications, positive employee relations and teamwork; Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements.
• Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities; Monitor performance improvement issues and provide appropriate coaching and counseling
• Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis.
• Balance tiered workforce in order to successfully deliver service to customers
• Plan and manage vacation and training schedules effectively to meet daily availability goals
• Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and assets)..
• To meet the business objectives need to manage, control & build relationship with vendor for efficient delivery of services.

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Education

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