Job Title: Program Manager – Infrastructure Operations
Job Summary:
· 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.
Key Duties and Responsibilities:
Program Management
Program Management
· 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
Customer Satisfaction
· 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
Operations Management
· 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
People Management
· 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
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
Financial Governance
· 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
Qualifications, Skills & Experience:
· 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
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualification.
· Send an Application letter and CV/Resume.
· Merge these two documents into one document in either word or pdf format.
· Do not attach or send any scanned documents, these are sometimes too large for our inbox.
· Include the job title and/or reference number in the subject line of the email address and send your application by email to wiprojobs@nftconsult.com
· Only successful candidates will be contacted
Deadline: 28th November, 2012
For More Ugandan Jobs, Please Visit http://ugandanjobline.blogspot.com or find us on our facebook page https://www.facebook.com/UgandanJobline