Program Manager - Telecoms

The Role

  • Accountable for all KEY ACCOUNT Service Contracts
  • Reports directly to the VP Services – APAC
  • Dotted line reporting to Client Group Account Director
  • Main responsibility to ensure operational continuity and smooth execution by implementing proactive service delivery management practices
  • Ensures services delivery management based Infinera MoO and in full alignment with Infinera guidelines

Summary of key activities:

  • Management of Group Project Contracts both Domestic and International
  • Managing Infinera’s Group Project Managers
  • Scheduling, forecasting and progress tracking
  • Controlling and optimizing services delivery performance
    (operational KPIs i.e. SLA, time, scope, quality)
  • Co-ordinating the people involved in project delivery

Key activity descriptions:

  • Manage Project Network Deployment Contracts
    • Managing Project Management Plan
    • Invoicing
    • 3rd Party management/POs
    • Expenditure Approvals
    • Acceptance, Up Selling
    • Cost/Profit management
    • Resource Forecasting
  • Manage Professional Services Contracts
    • Managing Professional Services Engagement Plan
    • Invoicing
    • 3rd Party management/POs
    • Expenditure Approvals
    • Acceptance/Renewal, Up Selling
    • Cost/Profit management
    • Resource Forecasting
  • Manage New Product Introduction Process
    • Managing Client Onboarding Process (externally)
    • Interface into internal Global Sales and Solution Management Team

  • Manage Customer Relationship
    • First point of contact for customer escalation for Client Group Projects
    • Run periodic review meetings
    • Customer Satisfaction
      • Survey result response
      • Implement / Track Corrective Actions
  • Service Proposal Management
    • Key contributor in PreSales phase for Global Services
    • Ensures the offer is deliverable , such that Infinera is able to commit to the offer being submitted from a:
      • Time, cost & quality with key risk identified and mitigated

  • Controlling and Optimizing Service Delivery Performance Program Manager
    (operational KPIs i.e. SLA, time, scope, quality, health & safety)
    • Controlling, reporting and optimizing services delivery in alignment with relevant Project Management processes
    • Monitors and controls services delivery with operational KPIs to ensure that Services Delivery Management is fact based with verified schedules and forecasts, including e.g.
      • Collects actual Services Delivery Performance information and compares actual performance with baseline(s)
      • Determines the causes to any perceived deviation
      • Collects information to provide latest estimates to completion
      • Participation to periodic reviews e.g. Review Meetings
    • Implements proactive re-planning to keep the services delivery on the course
      • Ensures that schedules and forecasts are kept up to date and communicated to relevant stakeholders
      • Ensures that constraints and risks are managed successfully
    • Contributes to the customization of global e2e operational processes to project requirements (e.g. network operations processes, supply chain process, logistics processes, acceptance process etc.) and ensures it is aligned with INFINERA MoO

  • Co-ordinating the people involved in Services Delivery Program Manager
    • Co-ordinating relevant stakeholders, e.g.
      • External partners (e.g. subcontractors, contractors, 3rd party)
      • Customer
      • Project Teams
      • Global Support Team
    • Setting up and maintaining clear and effective internal and external communication within the relevant project stakeholders (e.g. customer and project teams)


Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability. EEO Employer/Vet/Disabled.