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Job Code PM-TL-01
Designation Project Manager / Team Leader
Profile of the position:

He/ she will be positioned at Customer end to handle the Project at the Customers place. He will own the responsibility for the SLAs and also ensure high level of satisfaction for Customer Users.

He or she should be adhering to all applicable certifications and compliances

Duties and Responsibilities:

Team Management:

  • Work closely with the technical team of ADSL for service delivery at the customer’s place.
  • Co-ordinate with customer and team members,
  • Optimisation of current operations to add value for team members growth and customer’s optimization.
  • Be responsible for development, motivation & retention of the team members
  • Ensure appropriate training program for team members
  • Attrition control
  • Good resource management capabilities

Service delivery:

  • Establish a performance score card for the team for delivering SLAs at the customer’s place.
  • Monitor Service Delivery to ensure that service deliverables are met
  • Ensure adherence to policy & processes
  • Implement service procedure to ensure SLA from the team
  • Performance internal quality review
  • Ensure operations run efficiently in shift by effective team management.
  • Ensure 100% calls are logged, prioritized and allocated.
  • Ensure all escalations are managed as per defined norms.
  • Follow up with vendors for vendor escalated calls.
  • Aim at improving efficiency of a shift.
  • Ensure relevant calls are recorded in the knowledgebase.
  • Ensure Customer Satisfaction by conducting C-Sat Survey Once in an Quarter

Reports:

  • Submit monthly reports & executive summary
  • Quarterly Management review
Knowledge, skill and competencies
  • Good people and team management skills, must have handled small teams of 20-40 people
  • Ability to resolve conflicts
  • Sound knowledge on IT Processes
  • Excellent communication skills
  • Strong Technical Abilities
  • Knowledge of IT infrastructure and associated Operational Management services
  • Processes in delivering services
  • Experience in leading at multiple large Programs for : Integrated IT Projects including Application Development, Rollout, Infrastructure integration
  • Proficiency in Service Management: ITIL Certification is mandatory
  • Technically sound, able to understand the customer needs and project requirements
  • Planning and Execution abilities
  • Proficiency in Project Management. Preferably one PM certification
Desired Qualification

BE-Electronic/BSC-Computer Science/BSC-IT/ Diploma -IT

Experience Should have Min 5 to 8 yrs of relevant experience as Project Manager / Team Leader for Service Delivery unit, Proficiency in Project Management with handling large Customer Accounts. Preferably PM certification.
Location Mumbai