Job Description

Position Title

Project Manager

Experience Required

8–10 Years

Industry Preference

Telecom / Managed Services / IT Operations

We are seeking an experienced Project Manager with a strong background in operations governance, service assurance, and performance management within telecom or large enterprise environments.

The successful candidate will be responsible for ensuring continuity of operational quality, reporting, SLA/KPI compliance, customer experience, and management visibility across critical operations. The role requires strong analytical skills, stakeholder management, operational governance expertise, and the ability to drive service improvement initiatives.

Key Responsibilities

Operations Governance & Quality Management

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  Lead operational governance activities to ensure service continuity and compliance with SLAs and KPIs.
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  Conduct deep-dive analysis and audits of closed tickets to ensure:
  • 
    Process adherence
  • 
    RCA accuracy
  • 
    SLA compliance
  • 
    Proper documentation
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  Review and analyze delayed cases (>24 hours) to identify bottlenecks, operational gaps, and improvement opportunities.
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  Track wrong follow-ups and escalation handling deviations while driving corrective actions.

Reporting & Performance Management

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  Prepare and present weekly performance reports covering:
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    Operational performance
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    Financial metrics
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    Order management
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    Field activities
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  Consolidate QA findings and produce monthly ticket analysis and QA inspection reports.
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  Analyze reactive ticket trends and provide actionable insights and recommendations to customers.
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  Monitor repetitive incidents and technology KPIs to identify preventive improvement actions.
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  Maintain monthly action trackers and ensure timely closure of all initiatives.

Customer & Stakeholder Management

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  Monitor critical/VVIP customer cases and escalate major issues to leadership proactively.
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  Coordinate customer account access management across Azer and internal systems.
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  Work closely with customers, operations teams, and management to improve service quality and customer experience.
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  Lead outbound call tracking activities and ensure operational compliance.

Process Improvement & Service Assurance

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  Ensure proper documentation and governance of the T2R journey, including:
  • 
    Workflows
  • 
    Escalations
  • 
    Updates
  • 
    Approvals
  • 
    Operational actions
  • 
    SLA/OLA tracking
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  Maintain planner accuracy, monitor deadlines, and follow up with teams on deliverables.
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  Identify process gaps and drive continuous improvement initiatives across operations.

Required Qualifications

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  Bachelor's degree in Information Technology, Engineering, Business Administration, or related field.
• 
  8–10 years of experience in:
  • 
    Project Management
  • 
    Operations Governance
  • 
    Service Assurance
  • 
    Telecom or Managed Services environments
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  Strong understanding of ITIL processes including:
  • 
    Incident Management
  • 
    Problem Management
  • 
    SLA Management
  • 
    Escalation Management
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  Hands-on experience with ServiceNow, Azer, or similar ticketing platforms.
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  Strong analytical and Root Cause Analysis (RCA) capabilities.
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  Advanced Excel skills and experience using reporting/dashboard tools such as Power BI.
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  Experience managing operational KPIs, SLA reporting, and service performance governance.
• 
  Strong stakeholder management and communication skills.
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  Ability to manage multiple priorities in fast-paced operational environments.

Preferred Qualifications

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  PMP Certification
• 
  ITIL Certification
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  Experience in telecom service operations or managed services
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  Exposure to operational excellence and continuous improvement frameworks