JD & KRAs: Responsible for leading and driving new customer transitions and existing customer relationships for addition and management of services Principle Accountability:  Accountable for ensuring customer satisfaction at PAN India Level  Responsible for business growth through existing and new programs, profitability, customer engagements & satisfaction, program management, KPI of the assigned projects Project Planning:  Understand Customer expectations and to translate requirements to specific milestones and deadlines  Prepare & review plan/ timelines with business and getting a sign off  Facilitating, coordinating and tracking of transition during Planning, Transition phase, and Handover  Managing regular governance calls with key stake holders Customer Engagement & Delivery Management:  Maintain customer relationship through regular interactions, meetings, updates and reviews  Building and maintaining strategic ties as well as networking with existing and potential customers in order to establish long-term, trustworthy relationships  Ensure customer escalations/ issues are addressed appropriately within timelines with focus on reduction  Ensure smooth take over and control by the delivery team  KPI management and review  Continuous interactions with the customers for short term and long term visibility of inventory Stakeholder Management:  Understand customer expectations both at a macro and micro level and transfer customer perspective to the team  Build productive and influential relationships with key customer stakeholders  Be part of governance meetings  Understand and manage customer expectations about scope and timelines  Ensure workflow processes are agile to respond to changes in the customers’ expectations or environment Analyzing Opportunities  To work towards identifying and analyzing new opportunities for enhancing business growth  To gather information on the analysis of the markets for expanding the business and acquiring new customers to advise the management of suitable action  Develop new business programs to meet productivity and revenue goals Financials/ Profitability:  Responsible for Customer interactions for aged AR collections if any  Manage and control program budget and expenditure and identify / authorize actions relating to project finances  Review, analyze and communicate relevant information relating to project and program financial management activities  Responsible for DPL reviews and comparison between budget and actuals  Authorize and enable accurate program forecasting The Program Manager must possess: Strong leadership skills Excellent written and verbal communications Excellent attention to detail and organizational skills Strong analytical and problem-solving skills Strong interpersonal skills to interact with Customers and team members Must be self-driven with the ability to multi-task, have effective time management Ability to thrive in a fast-paced collaborative environment Possess excellent ability to build successful relationships internally and externally. Strong teamwork approach and experiences Willingness to travel Qualification: Education to degree level (Technical/Science preferable) or equivalent Telecommunications / IT industry experience relevant work experience with repair telecom/ Service. Minimum 10 years of Project Management Experience Certification in Project or Program Management, add on advantage