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  • Service Delivery

Project Manager / Senior Project Manager – Service Delivery – India

Responsibilities

  • Create order
  • Submit order
  • Track order to closure
  • Interface between Customer and Internal Functions/ Departments
  • Act as the Customer’s SPoC
  • Ensure customer’s requirements are well articulated and satisfied
  • Work towards achieving maximum customer satisfaction
  • Track milestones against interval dates and notification
  • Access Management
  • Provisioning
    • order sent
    • FOC received
    • Circuit jeopardy
    • Circuit delivered
  • VHID / VHID association Customer hardware inventory tracking
  • CE implementation
  • Equipment ship (Hardware shipment and logistics)
  • Coordinate install (Provisioning and coordination)
  • Billing Start Date & customer notification
  • Proper close-out of all tickets

Other Tasks

  • Send Weekly status update on all circuits (update status tracker spreadsheet for each customer)
  • Major milestones documented in Siebel Notes
  • Escalate all major jeopardy to Client Support Manager
  • Validate disconnects and Billing end date
  • Ensure service disconnects are completed and records updated (validate with Provisioning)
  • Ensure Dashboard View is properly reflecting new locations, LCON (Local Site contact), support contacts, escalations, etc.
  • Monthly report of service changes to validate billing.
  • Manage technical delivery resource assigned to virtual project team.
  • Ensure full hand over into support is achieved successfully prior to full customer acceptance.
  • Ideal candidate will also have PM experience in a weak-matrixed organization where the ability to establish relationships with separate functional department resources will be key to project success.
  • Work under a controlled and structured project management framework that follows industry standards (PMI) and meets customer requirements.
  • Effective change management control within projects.
  • Provide timely and accurate reporting as specified.
  • Proactively manage and resolve project issues, risks and conflicts.
  • Ensure that all projects are delivered within scope, time, budget and quality.
  • Attend Weekly Project Review meetings

Pre-Requisites

  • Have managed mid level projects
  • Have interacted with foreign customers, especially US based
  • Familiar with MS Project and MS office, especially Excel, word, and power point
  • Familiar with Telco related IT terms
  • Familiar with Cisco, Avayya, IT-Security related products
  • Have a flare for taking notes, be a good listener
  • Have good planning skills
  • Have a yearning for learning
  • Ready to work during US shift timings
  • Familiar with foreign culture

Requirements

  • Pursuing PMP / PMP trained, ITIL trained
  • 5 -6 years experience
  • Any Graduate degree
  • Excellent verbal and written communication skills

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