• Job Description

  Req#: 37543

  Role	Program Manager – Digital CRM Customer Management
  Job Level/ Designation	M3 / L6 – General Manager
  Function / Department	Solution Delivery - Information Technology
  Location	Pune IT Hub – HJW
  Job Purpose	Ownership of Digital CRM Roadmap through End-to-End delivery of Projects in Customer Management portfolio and manage big transformation/ integration programs Coordination with multiple partners to arrive at integrated Project Plan for project delivery and driving respective partners to deliver as per agreed milestones through pro-active communication, Daily reviews, Risk Management, Issue resolution, manage escalations and Reporting on progress to internal stake-holders Explore, propose and drive Modern Delivery techniques like DevOps, Release Automation, Automated Code Review and Continuous improvements in processes to manage business & Technology Partners Continuous reporting and auditing of the delivery items using available Automation Tools like Octane, ITDM etc Analysis, Review and Tracking of L3 Incident Fixes to ensure stable Production system and minimize customer issues
  Key Result Areas/Accountabilities	BAU Demand Deliveries – End to End Management and tracking Project deliveries (Waterfall/ Agile) by conducting regular reviews with Partner teams. Preparation, validation & tracking of project plan (MPP) and ensuring that the project activities are completed as per timelines. Validate, review and sign-off efforts and approve resource utilization, Build and Deployment planning. Efficient communication with Stakeholders to ensure sync-up on progress of Project deliveries. Analysis, Review and Tracking of L3 Incident Fixes to ensure stable Production system. Review and own the Solution design from Digital CRM perspective Reviews and Reporting – Active Participation in Weekly Governance forums for Customer Management Portfolio. Proactive Identification, mitigation and closure of risks and issues related to assigned Projects, effective project communication/ presentation to senior management team. Key Initiatives and Programs – Drive critical Initiatives like DevOps, Digitization, Automation, Containerization, RPA & other improvement programs undertaken by the organization. Be responsible for commitment to timelines and SLAs thus ensuring overall Program milestones are not impacted. Budget – Plan & Manage budget for the Digital CRM application and be responsible for collaborating with Commercial team for timely PO release, milestone approvals and payments
  Core Competencies, Knowledge, Experience	12-15 years of experience in IT deliveries for CRM applications. Sound Knowledge of Telecom (preferably CRM & surround applications) domain, e2e business processes and IT mapping across BSS, OSS landscape Experience of working in multi-vendor assignments - thus understanding diverse processes and approaches. Exposure to DevOps, Agile delivery methodologies, Cloud/ Containerization Strong communications, interpersonal, negotiation skills. Highly competent in Microsoft Project Professional/Excel/PowerPoint/Visio/Word. Graduate/Postgraduate in Technical Streams
  Must have technical / professional qualifications	Certifications – PMP/ Prince2/ Scrum Master Good stakeholder-management skills to interface with business users People management skills Effective communication and inter-personal skills Proactive in approach with positive attitude Balanced in handling emergencies Experience in virtual team management, People management skills Management Degree from Premium Institute will be added advantage
  Years of Experience	12-15 years of experience in IT deliveries for CRM applications.
  Industries to look from	Telecom, IT
  Ideal Organizations to look from	Airtel, JIO, Infosys, Accenture, IBM, TCS, TechM
  Direct reports	2

• About the company

  Vodafone Idea Limited, doing business as Vi, is an Indian telecom operator with its headquarters based in Mumbai and Gandhinagar.

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