Delivery Program Manager

Roles and Responsibilities:

Program Delivery:

• Manage large-scale Telecom O/BSS transformation and system integration projects, ensuring on-time and high-quality delivery.
• Ensure alignment with DevOps frameworks and incorporate best practices for iterative delivery and automation.
• Oversee planning and execution of sprints, backlog prioritization, and continuous integration/continuous deployment (CI/CD) pipelines.
• Drive collaboration between development, testing, and operations teams for seamless delivery.
• Manage transition and migration activities for customers, ensuring smooth handover, minimal disruptions, and adherence to timelines and SLAs.

Customer and Stakeholder Management:

• Act as the primary point of contact for customers, building strong relationships and ensuring their satisfaction.
• Drive regular reviews, manage escalations, and maintain clear communication with all stakeholders.

Financial Management:

• Own the P&L for assigned programs, with accountability for revenue, costs, margins, and profitability.
• Monitor project budgets, optimize resource allocation, and ensure financial targets are met.

Team Leadership:

• Lead, mentor, and manage cross-functional teams (onshore and offshore) to foster collaboration, productivity, and growth.
• Address and resolve team conflicts promptly while maintaining a positive and cohesive work environment.
• Develop and implement strategies for people management , including performance evaluations, career development plans, and training needs assessment.
• Promote team motivation and ensure resource alignment with program objectives.

Process Improvement:

• Identify inefficiencies in delivery processes and implement improvements to enhance quality, productivity, and customer satisfaction.
• Strengthen adherence to ITSM (IT Service Management) best practices, focusing on incident management, change management, problem management, and service delivery.
• Establish streamlined processes for effective monitoring, governance, and reporting of project milestones and KPIs.
• Foster a culture of continuous improvement by introducing automation tools and standardized delivery frameworks to drive operational efficiency.

Solutioning and Innovation:

• Provide strategic solutions to customers for business challenges and opportunities, leveraging industry best practices.
• Collaborate with sales and pre-sales teams to support solutioning and proposal development for new business opportunities.

Must Have Skills:

• 14-16 years of experience in program management, with a strong focus on Telecom O/BSS transformation, system integration, and managed services.
• Proven track record in managing complex delivery programs with global teams.
• Deep understanding of Telecom O/BSS architecture, processes, and tools.
• Experience with transition and migration strategies for large-scale IT and Telecom projects.
• Familiarity with ITSM frameworks and processes, such as incident management, change management, and service delivery.
• Extensive hands-on experience with monitoring and performance management tools , including:
• Splunk (for log analysis and monitoring).
• ServiceNow (ITSM and ITOM modules).
• Dynatrace (for application performance monitoring and optimization).
• Exposure to other monitoring tools is an added advantage.
• Proficiency in implementing and managing DevOps practices and CI/CD pipelines.
• Strong problem-solving skills with the ability to design and deliver innovative solutions.
• Excellent communication, presentation, and negotiation skills.
• Hands-on experience with DevOps tools for project and delivery management, such as:
• Jira (for sprint planning and tracking).
• Azure DevOps (for CI/CD pipelines and project collaboration).
• GitLab or GitHub (for version control and CI/CD integration).
• Kubernetes and Docker (for managing containerized applications).
• Terraform or Ansible (for Infrastructure as Code).

Preferred Qualifications:

• Educational Background : Bachelor s degree in engineering or a related field is required.
• Certification in O/BSS products (e.g., BRM, Amdocs, Netcracker, Ericsson, etc.) is an added advantage.
• PMP/Prince2 Certification or equivalent program management certifications.
• ITSM certification (e.g., ITIL) is a plus.
• Experience working in global delivery models.
• Knowledge of emerging trends in Telecom and IT.
• Hands-on experience with tools like:
• ServiceNow (ITSM and ITOM implementations).
• Dynatrace (for application performance monitoring and optimization).
• Splunk (for log management and performance insights).
• Confluence (for collaboration and documentation).
• Knowledge and experience in implementing automation and monitoring tools for efficient project delivery and governance.