Senior Program Manager

2 months ago

Miami, United States HCLTech Full time

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:

  1. Lead and manage large teams spread across multiple geographies and various technical towers.
  2. Strong ITIL & SAFe Agile Processes knowledge
  3. Vendor Management & Contract Negotiation Skills & Experience.
  4. 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.
  5. Knowledge of latest cloud technologies from different cloud providers like Azure, AWS, Microsoft & Google
  6. Experience of working with technical architects and design engineers
  7. Strong written and verbal communication skills
  8. Strong Analytical and Presentation Skills
  9. Budgeting and P/L management experience
  10. Strong client relationship management skills Build and Manage customer relationship at Dir/Sr. Dir/CXO level
  11. Strong knowledge and experience in IT Operations management
  12. Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members
  13. 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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