Program Manager SWUS upgrades (789997)

• Act as the primary program interface for customer stakeholders, account teams, service delivery managers, technical leads, and internal executives.

• Establish a predictable communication rhythm through kickoff meetings, weekly status reviews, steering committees, risk reviews, and executive updates.

• Present concise, fact-based views of progress, risks, decisions required, financial position, and next steps.

• Build trust by setting realistic expectations, escalating early, and ensuring that commitments are owned and followed through.

• Facilitate alignment when customer priorities, technical constraints, commercial boundaries, or delivery capacity are in tension.

• Ensure contractual fulfillment and manage customer expectations throughout the upgrade lifecycle.

• Support contract establishment, renewals, service-level commitments, and the development of the Service Level Agreement and Procedures Manual with the customer.

• Act as the escalation point for customer and internal delivery issues, ensuring timely ownership, communication, and resolution.

• Secure contract margins through disciplined cost, budget, resource, and forecast management.

• Provide inputs for resource dimensioning, capacity planning, and competence planning.

• Partner with the account team to identify, qualify, and prioritize add-on sales and value-creation opportunities.

• Communicate effectively with customers and ensure that actions, decisions, and commitments receive adequate follow-up.

• Facilitate knowledge sharing and adoption of Ericsson service delivery models, strategies, portfolio capabilities, and best practices.

• Maintain an integrated RAID log covering risks, assumptions, issues, dependencies, and decisions.

• Identify upgrade risks early, including release compatibility, lab availability, production-readiness gaps, customer dependencies, resource constraints, service impact, and schedule compression.

• Define mitigation and contingency plans with clear owners and due dates.

• Govern scope changes through the appropriate change-request and change-control-board processes.

• Protect the baseline plan and commercial position by identifying scope creep, out-of-scope requests, and cost or schedule impacts before commitments are made.

• Lead structured lessons-learned reviews and ensure that improvement actions are carried into future upgrade programs.

• Track program financials, forecast, resource utilization, third-party costs, and delivery efficiency.

• Ensure that invoicing, acceptance milestones, purchase-order dependencies, and commercial obligations are visible and actively managed.

• Drive delivery decisions that balance customer outcomes, quality, risk, time, and cost.

• Promote reuse of proven assets, standard methods, automation opportunities, and factory or delivery-model efficiencies.

• Maintain accurate program documentation, including the project charter, integrated plan, status reports, decision log, acceptance evidence, and final report.

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Primary country and city: India (IN) || Gurgaon

Req ID: 789997