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Role
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Lead – CRM Delivery (Customer Management)
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Job Level/ Designation
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M3 - General Manager
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Function / Department
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Solution Delivery – IT (Customer management)
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Location
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Pune
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Job Purpose
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- 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
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Key Result Areas/Accountabilities
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- 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.
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Core Competencies, Knowledge, Experience
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- 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
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Must have technical / professional qualifications
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- 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
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Years of Experience
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10 -15 years of experience in IT deliveries for CRM applications or BSS Telecom practices
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Industries to look from
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Telecom, IT Software companies
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