Roles and Responsibilities:
The IT Operations Professional will be responsible for working closely in Service team leading and handling projects delivery for the India by taking end-to-end project ownership and accomplishing the defined goals Specifically towards customer engagement.
Key Responsibilities:
- Lead the design and execution of digital engagement strategies to strengthen direct customer interaction and experience.
- Own the end-to-end digital customer journey, ensuring a seamless, consistent, and unified experience across all digital touchpoints.
- Drive digital transformation initiatives for TP Fleet Operations, improving communication, service workflows, and operational efficiency.
- Collaborate closely with cross-functional teams (IT, operations, sales, service) to identify and implement high-impact digital engagement opportunities.
- Define program goals, success metrics, and roadmaps aligned with business objectives.
- Track, analyze, and report the performance of digital initiatives using clearly defined KPIs and business outcomes.
- Evaluate emerging tools and platforms for business relevance, scalability, and operational efficiency, lead adoption where appropriate.
- Own governance by maintaining documentation on tool usage, standards, security, and compliance requirements.
- Conduct periodic reviews to identify redundant or underutilized tools and drive rationalization.
- Apply agile methodologies to manage digital initiatives, ensuring rapid delivery, continuous improvement, and stakeholder alignment.
- Act as a change agent to drive digital adoption across business teams.
- Travel up to 20% as required to support stakeholder engagement, workshops, and rollout activities.
Requirements & Qualifications:
A Bachelor's degree (BE/BTech/MCA & MBA) in Computer Science, Engineering, Information Systems Management, or a related field with consulting experience.
- PMP Certifications or equivalent certification (good to have)
- Scrum Product Owner or Scrum Master Certifications (good to have)
Additional skills requirements:
- Excellent written, oral, presentation and facilitation skills
- Ability to coordinate multiple projects and initiatives simultaneously through effective prioritization, organization, flexibility, and self-discipline.
- Must have demonstrated project management experience.
- Reporting tools and processes.
- Proactive, organized, and self-sufficient with ability to priorities and multitask.
- Analyses complex or unusual problems and can deliver insightful and pragmatic solutions.
- Ability to quickly and easily create/ gather/ analyze data from a variety of sources.
- A robust and resilient disposition able to encourage discipline in team behaviors
