Manager - AMI Program Manager

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Key accountabilities

• Lead onboarding, welcome journeys, and activation readiness for AMI customers ensuring smooth go-live transitions.

• Manage in-life service operations including incident management, change management, escalation handling, and service recovery.

• Own SLA compliance across meter reads, uptime, and service performance parameters.

• Monitor usage trends, billing accuracy, collections cycles, and financial health metrics.

• Drive resolution of meter read failures and systemic issues through cross-functional coordination and root cause elimination

• Govern reporting cadence including operational dashboards, SLA reports, financial trackers, and executive summaries.

• Ensure zero revenue leakage and minimal SLA penalties through proactive monitoring and preventive actions.

• Collaborate with network, field, IoT platform, and OEM teams to resolve technical and operational dependencies.

• Act as local RF SPOC, own complaint TATs, and proactively communicate status to L1/L2/L3 teams.

• Participate in monthly internal and customer reviews and drive corrective and preventive actions.

Key performance indicators:

• Financial Outcomes Zero defects in activation, suspension, and deactivation audits
• Collections achievement against SLA-linked meter reads
• Reduction in collection cycle duration
• Zero revenue impact to Vi due to SLA dependency failures
• Operational Excellence
• Reduction or elimination of meter read failures
• SLA adherence across service parameters
• Closure of incidents within the defined TAT
• Customer Success
• Customer retention and churn prevention
• CSAT improvement and escalation reduction
• Governance & Reporting
• Timely and accurate reporting across operational and financial metrics
• Zero audit or compliance gaps
• Continuous Improvement
• Implementation of SIPs for recurring issues
• Measurable improvement in service stability and usage metrics

Core competencies, knowledge and experience

• Strong program management capability with proven experience handling enterprise or telecom service delivery accounts.
• Sound understanding of AMI ecosystems, IoT connectivity, SIM lifecycle, and network-dependent service models.
• Financial acumen with ability to interpret billing, collections, SLA-linked revenue impact, and operational cost drivers.
• Excellent stakeholder management skills across customers, internal leadership, and external partners.
• Analytical problem-solving ability to identify systemic failures, trends, and optimization opportunities.
• Ability to manage multiple deployments/projects simultaneously in dynamic environments.
• Strong communication, negotiation, and executive reporting skills.
• Customer-first mindset with a balance of commercial and operational accountability.

Must have technical / professional qualifications:

• Bachelor’s degree in Engineering, Telecommunications, IT, Electrical, or related technical discipline Experience: 1 to 3 years in telecom operations, field operations    
• 3–6 years of experience in telecom, IoT, AMI, managed services, or enterprise program/service delivery roles.
• Demonstrated experience managing customers with SLA-driven contracts and operational KPIs.
• Strong working knowledge of incident management frameworks, reporting tools, and service governance practices.
• Proficiency in Excel, dashboards, and reporting tools for operational and financial tracking.

Willingness to travel and manage geographically distributed deployments

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership