Senior Manager - Service Delivery and Management

Company Overview

Tata Communications is innovating connectivity by leveraging Cloud, Mobility, IoT, Collaboration, Security, Media, and Network services, aiming to shape the future of communications with intelligence.

Role Summary

This role involves leading and supervising project management activities for all customer deliverables within the Hybrid Network Services domain. The primary goals are enhancing customer satisfaction, improving turnaround times, optimizing cost efficiency and productivity, ensuring high-quality 'first time right' service, and simplifying processes and systems. The position is tactical, playing a part in setting operational directions aligned with business strategies, with notable mid-term impact on the business unit's outcomes.

Qualifications and Experience

• B.Tech or Diploma holders preferred, MBA qualification is advantageous.
• Between 10 to 20 years of relevant experience in technical support and project delivery within the technology sector.

Knowledge and Skills

• Proficient in delivering integrated services for large and complex projects.
• Good grasp of technology adoption trends and domain-specific knowledge.
• Adept in managing both internal and external stakeholders with consultative communication skills.
• Strong commercial insight and an understanding of market dynamics.
• Excellent customer service aptitude, alongside project management and quality assurance capabilities.
• Experience in budgeting, cost management, and financial planning.

Core Responsibilities

• Plan and execute projects varying in size and complexity.
• Manage hardware planning, environment setup, documentation, and deployment of diverse applications and services.
• Assign resources based on required skills and capabilities.
• Supervise and guide the procurement process linked to projects.
• Coach technical leads and program managers on detailed design and project delivery ensuring time and cost goals.
• Lead customer review meetings, especially for major projects.
• Mentor teams responsible for all project undertakings.
• Conduct performance evaluations of OEMs, partners, and vendors.
• Regularly review business processes against metrics such as turnaround time, usability, accuracy, and cost-efficiency.
• Monitor project success using specified KPIs.
• Participate in review meetings to update statuses and resolve dependencies.
• Manage deployment of change initiatives and implement corrective actions when necessary.
• Collaborate with various internal teams including sales and commercial to identify and address challenges and opportunities.
• Resolve delivery issues promptly, escalating to senior management when needed.
• Monitor project progress and profitability to expedite revenue recognition by prioritizing orders appropriately.
• Engage in periodic discussions with customers, stakeholders, and vendors to identify improvements and implement initiatives addressing order delivery concerns.
• Troubleshoot and resolve operational issues, providing technical expertise and managing workflows to ensure smooth integration between networks and systems.
• Establish service realization standards and SOPs while handling escalations related to service delivery.
• Ensure seamless handover of completed projects to the Operations team with all deliverables fulfilled.