Project Manager

Job Description :-

Role Purpose:

To lead and drive end-to-end project management for B2B service delivery, ensuring seamless customer experience through effective governance, process adherence, and regional execution. This role will be accountable for strategic oversight of project delivery teams across units, along with central functions for design and governance. The incumbent will ensure timely and high-quality service delivery aligned with customer commitments, internal SLAs, and compliance standards.

Key Responsibilities:

• Strategic Leadership & Team Management
• Lead and manage the regional project management teams and the central design/governance function.
• Define and standardize delivery frameworks, tools, and processes to ensure consistency and excellence across all circles.
• Drive operational KPIs and customer satisfaction scores through structured reviews, escalations, and governance cadences.

Program Delivery Excellence –

• Oversee end-to-end delivery of enterprise projects (e.g., NIPS, Cybersecurity, Managed Wi-Fi) ensuring scope, cost, quality, and timelines are met.
• Enable detailed project planning and execution, including order validation, BoM finalization, PR/PO raising, and material logistics coordination.
• Ensure clear and timely project kick-off, stakeholder alignment, and delivery milestone tracking across all customer engagements.

Customer Experience Management - –

• Maintain proactive and structured communication with customers through welcome notes, weekly updates, and Monthly/Quarterly Business Reviews (MBRs/QBRs).
• Drive digital adoption, SFDC hygiene, and consistent documentation (MoMs, handover notes, deemed commissioning records).
• Own customer escalations and lead resolution with internal and external stakeholders to maintain service quality.
• Governance & Compliance
• Lead compliance drives to ensure 100% hygiene on key delivery parameters.
• Drive adherence to internal audit norms, operational SOPs, and customer-specific contractual obligations.
• Monitor and govern project quality and risk mitigation through central oversight and continuous improvement initiatives.

Cross-Functional Coordination

• Act as the central point of escalation and coordination with cross-functional teams such as Sales, SCM, Finance, NIPS, PMO, and Partner Ecosystems.
• Align on resource requirements, commercial approvals, technical design validation, and logistics execution to ensure seamless delivery.

Performance Reporting & Analytics

• Track and report on project delivery metrics, team performance, and customer feedback.
• Publish standardized dashboards, review decks (MBR/QBRs), and governance reports for internal and external stakeholders.

Key Deliverables:

• Timely and accurate project execution across all circles
• Consistent and standardized customer communication across lifecycle stages
• 100% compliance to delivery SLAs, audit norms, and internal processes
• Team capability building and productivity improvements
• Improved NPS and customer satisfaction for B2B delivery