Program Manager – Telecom Repair & Service Operations Telecom Industry

Job Title: Program Manager – Telecom Repair & Service Operations | Telecom Industry

Location: Panvel, Mumbai

CTC: Up to ₹15 LPA

Industry Preference

Candidates must have experience in the Telecom Repair & Service Industry. Profiles from telecom infrastructure, network rollout, installation, deployment, RF planning, or telecom project implementation backgrounds without telecom repair/service operations exposure will not be considered.

Job Summary

We are looking for an experienced Program Manager to lead customer transitions, manage customer relationships, and oversee service delivery programs within the Telecom Repair & Service Industry. The role is responsible for ensuring customer satisfaction, driving business growth, managing program profitability, and maintaining strong stakeholder relationships while ensuring seamless service delivery across PAN India.

Key Responsibilities

Project Planning

• Understand customer expectations and translate business requirements into project milestones and timelines.
• Prepare and review project plans with internal teams and customers, ensuring timely approvals.
• Facilitate, coordinate, and monitor customer transitions during the Planning, Transition, and Handover phases.
• Conduct regular governance meetings with internal and customer stakeholders.
• Ensure timely execution of assigned programs while maintaining service quality.

Customer Engagement & Service Delivery

• Build and maintain long-term customer relationships through regular meetings, reviews, and business updates.
• Ensure high levels of customer satisfaction through effective program execution.
• Manage customer escalations and ensure timely resolution.
• Coordinate smooth handover of projects to delivery and operations teams.
• Monitor KPIs, SLAs, and overall program performance.
• Continuously engage with customers to understand current and future service requirements.

Stakeholder Management

• Understand customer expectations at both strategic and operational levels.
• Develop and maintain strong relationships with key customer stakeholders.
• Participate in governance meetings and business reviews.
• Manage customer expectations related to scope, timelines, and deliverables.
• Ensure internal processes remain agile to meet changing customer requirements.

Business Growth & Opportunity Analysis

• Identify opportunities to expand existing customer programs and services.
• Analyze customer requirements and market opportunities to support business growth.
• Develop new service programs to improve productivity and revenue.
• Support acquisition of new customers while strengthening existing customer relationships.

Financial Management

• Support customer interactions related to aged receivables whenever required.
• Manage program budgets, forecasting, and expenditure.
• Review financial performance, including budget versus actual analysis.
• Ensure accurate forecasting and financial reporting.
• Drive operational efficiency while maintaining program profitability.

Required Skills

• Strong Program and Project Management skills.
• Excellent customer relationship and stakeholder management abilities.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving capabilities.
• Strong organizational and planning skills.
• Experience managing KPIs, SLAs, governance reviews, and customer escalations.
• Strong financial and commercial understanding.
• Ability to work in a fast-paced, customer-focused environment.
• Ability to build effective internal and external relationships.
• Strong teamwork and collaboration skills.
• Willingness to travel across India.

Qualifications

• Bachelor's Degree in Engineering, Telecommunications, Electronics, Information Technology, or a related technical discipline.
• Minimum 10 years of experience in Program Management, Project Management, Service Delivery, or Customer Operations.
• Mandatory experience in the Telecom Repair & Service Industry.
• Experience managing customer-facing programs, stakeholder relationships, customer escalations, and large-scale service delivery programs.
• Experience managing program budgets, profitability, forecasting, KPIs, and financial reporting.
• PMP, PRINCE2, Agile, Scrum, or equivalent Project/Program Management certification will be an added advantage.
• Must be based in Mumbai, Navi Mumbai, Panvel, or nearby locations, or be willing to relocate.