GM - Solution Delivery

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role

Lead – CRM Delivery (Customer Management)

Job Level/ Designation

M3 - General Manager

Function / Department

Solution Delivery – IT (Customer management)

Location

Pune

Job Purpose

Ownership of 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

Participation in functional and technical discussions impacting Swift CRM, Review of Solution Design and approaches with Partner teams ensuring stable and sturdy Solution to be taken ahead for delivery.

Explore, propose and drive Modern Delivery techniques like DevOps, agile, 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, Jira 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 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 CRM application and be responsible for collaborating with Commercial team for timely PO release, milestone approvals and payments

People Management – Allocate, Review and manage work allotment to team members ensuring equal distribution of work, managing outputs and verifying their performance.

Core Competencies, Knowledge, Experience

10-15 years of experience in IT deliveries for BSS-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

Technical know-how and skillset for RPA Tools and Architecture would be added advantage

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

Years of Experience

10 -15 years of experience in IT deliveries for CRM applications or BSS Telecom practices

Industries to look from

Telecom, IT Software companies

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership