IT Project Management Jobs - Program Manager - Infrastructure Operations at WiPro


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
·         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

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

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