Program Manager - Infrastructure Operations Job Vacancy at Wipro Uganda

Job Title:Program Manager - Infrastructure Operations

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.
How to Apply;