Deputy General Manager - Service Delivery & Management

Company Overview

Tata Communications is revolutionizing connectivity through innovation and intelligence, driving advancements powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media, and Network services. The company is focused on shaping the future of global communications.

Role Summary

The Deputy General Manager will lead and oversee project management functions across customer deliveries within the Hybrid Network Services domain. This role aims to enhance customer experience, reduce turnaround times, optimize cost efficiency, improve productivity, and streamline processes for ease of use and compliance. It is a strategic tactical position influencing mid-term operational plans aligned with business strategy, impacting the business unit’s outcomes significantly.

Key Responsibilities

• Develop execution plans for diverse projects ranging from small to highly complex in scope.
• Manage hardware planning, environment setup, documentation, and deployment of numerous applications and services.
• Assign resources according to required skills and capabilities for each project.
• Supervise and guide the procurement process connected to project needs.
• Lead and mentor technical implementation and program management teams to ensure project designs and executions meet schedule and budget targets.
• Conduct and lead customer review meetings for significant and complex projects.
• Provide coaching and guidance across teams managing various projects.
• Organize reviews of partner, vendor, or OEM performance metrics.
• Regularly evaluate business processes against metrics such as turnaround time, usability, first-time accuracy, and cost efficiency.
• Monitor project performance in relation to specific KPIs comprehensively.
• Partake in review discussions, offering status updates and resolving dependencies.
• Oversee the implementation of change plans and drive corrective actions as necessary.
• Collaborate with internal teams including sales, commercial, and support functions to identify challenges and improvement opportunities.
• Manage escalations effectively to mitigate delivery issues and ensure adherence to timelines.
• Review projects’ progress and profitability periodically, prioritizing orders to accelerate revenue recognition.
• Host regular meetings with customers, stakeholders, and vendors to discuss issues and improvement actions, driving initiatives to address delivery-related concerns.
• Diagnose and troubleshoot challenges, offering technical expertise and coordinating workflows to ensure seamless network and system integration.
• Establish service delivery standards and standard operating procedures (SOPs), resolving escalated concerns promptly.
• Guarantee smooth handover of projects to Operations teams after completing all deliverables.

Minimum Qualifications and Experience

• Education: B.Tech or Diploma; MBA preferred.
• Professional Experience: 7 to 12 years in technical support and project delivery within the technology sector.

Essential Skills and Knowledge

• Proven expertise in managing integrated service delivery for large and complex projects.
• Comprehensive understanding of technology adoption and domain-specific utilization in the industry.
• Strong consultative abilities managing relationships with internal and external stakeholders.
• Commercial awareness coupled with insight into market dynamics.
• Excellent customer service, project management, and quality assurance capabilities.
• Familiarity with budgeting, cost control, and financial planning.