Program Manager Job Vacancy at Wipro in Uganda

Job Title: Program Manager - Infrastructure Operations

About this job

Our client Wipro is one of the world's leading software and outsourcing service providers that is seeking to recruit a result driven and motivated individual for the vacancy above:

Objective:

Program Head for Managed Services is required for a large Signature programs in the Telecom Vertical. The client is a large Telecom Operator providing GSM / Fixed line / Wireless services in Africa.  As a Program Head, you will be required to manage operations spread across multiple OpCos and clustered as a Hub. The current opportunity is for the SEA Hub and the position based out of Kampala, Uganda.

As Program Head, one will be responsible to manage an existing engagement comprising of inter-related projects to deliver specific business objective.  The team size is expected to be 75+ spread across multiple Opcos. The program is a multi-year engagement and the expectation is to take the engagement to the next level. The role would require high degree of customer interaction and Stakeholder Management.

Duties and Responsibilities:

    Program Management

        Setting a clear Vision for the Operations team

        Excellent rigor in tracking service metrics, communication and closure of actionable from time to time

        Be able to make effective presentations at an Operational / Steering committee level

        Being able to work with cross functional teams, varied suppliers and business teams

    Customer Satisfaction

        High sensitivity to Customer issues - Ability to respond with speed, have work around solutions and be able to fix problems permanently

        Track transaction CSAT ( END USER LEVEL) and Perception CSAT ( BUSINESS LEVEL)

        Identifying improvement actions and fixing them timely

    Operations Management

        High compliance to agreed SoW – To meet / exceed agreed SLA/KPI targets

        Delivery of Services based on ITIL V3 framework covering Service desk , End user management and Data center domains – ( Wintel, Unix, Storage,  Backup, Network, Security, Database and Middleware towers)

        Management of Day to Day operations enabling systems to be highly available.

        Excellent Operational rigor – Being able to get into finer details and look at continuous improvement

        Carry end to end responsibility for IT Service management in Service Operations – Being responsible for effective Asset / Vendor management

        Able to identify, track and mitigate risk – Operational / Technical / Program related

    People Management

        Able to attract good talent to the program – Identify, train, coach and mentor resources to meet program objectives

        Ensure people within the account are trained to cater to technology developments and growth in the account

        To enable rotation and career plans for people to have an enriching career

        Manage Attrition and work proactively on talent retention strategies

    Process & Compliance

        Highly process oriented – Able to Define, lay down processes in a way to enable smooth business operations. Should also be able to redefine process, identify non-value adds and simplify as required

        Should be trained on usage of Quality tools

        Be able to draw on QC tools to make effective

    Financial Governance

        Track and improve on Cost of Delivery

        Maximize on new business opportunities within the account and develop plans for penetration of Wipro Services and increase share of wallet

        Track receivables and collect outstanding payments

Qualifications:

    12 – 15 years of Industry experience

    Certified Stanford Program Manager or PMP or equivalent

    Should be ITIL V3 certified

    Handled at least 2 or more programs of equal to or 70% of current program size in a Managed Service portfolio

    Strong technology orientation – To be able to work in a multi domain environment

    Domain experience in one / multiple domains

    Strong aptitude for delivery processes and delivery management with detail orientation

    High rigor on operations and Continual Improvement

    Expertise with program planning and tracking tools like MS Project/Clarity

    High sensitivity to Customer satisfaction

    People centric attitude

    Refined and well-organized multi-tasking skills

    In-depth knowledge of risk management models and skills

    Strong customer management skills

    Excellent written and oral communication

How to Apply:

Please follow the instructions as stated below as failure to do so could lead to disqualification.

1. Send an Application letter and CV/Resume.

2. Merge these two documents into one document in either word or pdf format.

3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.

4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to wiprojobs@nftconsult.com

5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.


Deadline: 28th Nov 2012