Job Description

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.RoleLead - CRM Delivery (Customer Management)Job Level/ DesignationM3 - General ManagerFunction / DepartmentSolution Delivery - IT (Customer management)LocationPuneJob 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 Experience10 -15 years of experience in IT deliveries for CRM applications or BSS Telecom practicesIndustries to look fromTelecom, IT Software companiesVodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Vodafone Idea