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Manager - Managed Services Operations - 14001

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Date: 31-Mar-2021

Location: Angul, India

Company: Tata Communications

Job Family Descriptor

Broad outline of the Role

Service Delivery

•    Responsible for end-to-end service delivery of IoT Products/Services/Solutions for the customers’ orders as per committed timelines through effective project management and customer interaction. Working on projects in TCL office or client location. Work as a single point of contact for delivery and management of customer services pre/post delivery
•    Create Project Charter and Business Case: Understands the services to be provided, the project goals and objectives, constraints, terms and conditions, and what is in scope and out of scope to be delivered.
•    Create/review Scope Statement and Baseline: Ensures the scope statement is clearly understood and as agreed to by the project team, customer, and other stakeholders, creates the scope baseline, and the process for scope change control.
•    Project Plan: Create/Review project plan and define the execution strategy for the project. Track, manage and control the delivers through the project plan.
•    Create Core Team for delivery: Able to develop an organizational chart (OBS) for the core team based on the roles and responsibilities of the stakeholders.
•    Communications Plan: Establish a plan for time-reporting and project status reporting processes, managing the dissemination of routine and non-routine communications including publication cycles.
•    Communications Infrastructure: Able to execute the communications plan including user acceptance and training sufficient to ensure internal and external reporting/communications will be met. Conduct workshop with clients to review change request plan, dependency, progress status, issues and roll out plan.
•    Change Management and Reporting: Drive change management activities make change requests and monitor change processes successful for Processes, Provisioning, configuration and IoT Network related activities with stakeholders, re-baseline when applicable, update/revise the project plan and report status.
•    Process management and compliance; project monitoring and controlling to ensure delivery within time, cost and quality measure.
•    Acceptance and Transition: Able to gain formal acceptance and sign-off of the project by the sponsor or customer and validate that all conditions of satisfaction have been met.
•    Lessons Learned and Closure Documentation: Able to analyse document performance in terms of variance, trend, and earned value analysis, its impact, and how the data will support any performance improvement, and facilitates the post review meeting with project stakeholders.
•    Ensure effective quality assurance
•    Ensure quality execution in the delivery of a product/service/solution to drive satisfaction, loyalty, and the Customer Partner Experience
•    Coordinate for logistics and physical delivery.

Purpose - Broad objective of the role

Service Assurance

•    Service management for the entire contract lifecycle of the project
•    Monitoring and Reporting of the performance of the IoT Products deployed in the field post go live. Track and monitor services and performance to ensure minimal interruption.
•    Work with different stakeholder/teams and lead trouble shooting and resolution of the issues/incidents.
•    Assimilate and implement improvements based on lessons learnt.
•    Provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs.
•    Maintain quality standards to achieve optimal levels of operation and KPI targets.
•    Drive initiatives, industrialization, and efficiencies to Service Delivery and Service Assurance for improvements
•    Ensure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.
•    Report SLAs and KPIs
•    Report Billing and Invoicing as per milestones

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Size and Scope of Role - Other size parameters

Minimum qualification & experience

  • Minimum 10 years overall experience and 5+ year’s tenure in project management in Smart Cities/IoT/ telecom industry
  • Functional experience in Smart Cities/IoT/Telecoms domains (including Network, Service Delivery, Service Assurance, Pre-sales and distribution)

Engineering Degree from reputed institutions & MBA/PGDBM from Tier 1/2 institute

Other knowledge/skills

Key Responsibilities

•    Experience of leading development / delivery of IoT Products / Projects    
•    Understanding of IoT Eco System – Devices, Platforms, Applications, Analytics, Security, Network Infrastructure
•    Exposure to design and development on embedded products/ wireless modules/micro controllers
•    Exposure to at least one IoT platform 
•    Experience in Vendor Management
•    Advanced PowerPoint, Visio, Data Analysis, SQL Experience, Data Visualization Experience, Advanced Excel, Microsoft Projects and PowerPivot
•    Sound business case development and approvals skills
•    Good understanding of the procurement process including negotiation with third parties
•    Good knowledge of budgeting and resource allocation procedures
•    Working in high-performing, diverse, cross-cultural, client-facing environments 
•    The ability to find ways of solving or pre-empting problems
•    Exposure to financial construct, P&L statements, estimations
•    Exposure to supply chain management
•    Excellent Oral & Written Communication

Technical Competencies

Knowledge / Skills

Communication Skills

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