.. as a part of design Conduct meetings on-site with architect, client and Construction crew Design coordination, contract & tendering. Coordination with client & .. and closure of tender documents. Collaborate with the architect and Construction crew to ensure feasibility of each project Negotiate with vendors, .. read more
POSITION: - Project Manager– Operations
LOCATION: - Chennai, India
JOB PROFILE:-
SLA Management
Manage performance of the team
Deliver on SLA commitments based on the contract
Meet and exceed customer satisfaction goals
Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
Proactive management of business / operations trends
Forecasting business volume, capacity planning
Formulate continuous improvement plan
Client Management
Ensure client satisfaction in alignment with “100 Referenceable customers”
Weekly / Monthly / Quarterly operations and business review with stakeholders.
Set and Manage client expectations
Identify potential new business opportunities
To take complete ownership of the cases and to take feedback on negative surveys
To handle deviations and carry out risk analysis
Quality Management
Create and improve process guidelines and framework.
Drive adherence and compliance to organizational / quality standards
Formulate action plans for consistent service delivery quality
Create preventive / corrective action plans on Customer or Client comments / feedback
Operations Management
Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
Capacity / Resource planning and management
Liaison with cross functions across the organization addressing the needs of the team members
To own corporate initiatives aimed at operational improvement (SIP/ Best practices/ Audit documentation etc)
Business Continuity planning and Risk management
Skill development
Address skill gaps in Product / Process / Technology / Communication
Mentor Leads & Managers
Plan Relevant training programs working with respective groups
Project Revenue and cost management:
To manage revenue and cost drivers
Operate on planned budget
Working with internal / client teams on Invoicing, AR and PO
Prepare monthly / quarterly revenue / margin projections
Resource planning (People / IT)
DESIRED PROFILE: Primary Skills:
• Operations Management
• People Management
• Excellent Communication
• Experience in Technology - Telecommunication/Networking Industry
Additional Skills:
• Visioning
• Identification and Talent development
• Risk Taking
• Change Management
• Business and Organization Drivers
• Strategic thinking and planning
• Managing resources (Human, Technical and Financial)
• Decision Making and Problem solving
• Industry Knowledge
• Conflict Management
• Team Building
• Influencing Skills
• Self Development
• Self Knowledge and Development
• Learn Continuously
• Flexibility
- YEARS OF EXPERIENCE: 10-12 Years of experience in the IT / ITES sector preferably from technology support background.