JASBIR SINGH
Melbourne
Summary
Seasoned Project Manager with over 11 years of experience leading multimillion-dollar, cross-functional programs across the telecommunications and energy sectors. Specialized in data migration, AI/ML integration, cloud transformation (Azure, AWS), CRM-IVR integration, and cybersecurity. Proven success managing complex change, driving operational efficiency, and delivering strategic outcomes. Experienced in SAFe Agile, PMBOK, and Prince2 environments with strong stakeholder, vendor, and team leadership capabilities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Integration Project Manager – Customer Solutions
AGL
09.2024 - Current
- Led the CRM- IVR Integration Project, implementing AI-driven chatbots and self-service automation to enhance customer experience and optimize call centre operations. Designed and deployed AI-powered virtual assistants with NLP and ML models, improving response accuracy and reducing agent dependency. Integrated IVR with AI analytics, leveraging speech-to-text, sentiment analysis, and RAG techniques to refine customer interactions and optimize call routing. Managed real-time data pipelines and AI-driven decision-making processes, ensuring seamless integration with CRM, billing systems, and backend databases. Deployed AI and analytics solutions on Azure, using Databricks, Synapse, and Power BI for performance monitoring. Ensured compliance with data governance and security standards, particularly in handling PII data.
- Contributions & Responsibilities
- Led the CRM IVR integration project with a $5M - $10M budget, implementing AI-driven chatbots and automated self-service solutions to enhance customer experience and reduce call centre workload.
- Designed and deployed AI-powered virtual assistants, leveraging NLP and ML models to streamline customer interactions and improve response accuracy.
- Led end-to-end delivery of complex IT projects, ensuring alignment with business objectives, risk management, and compliance requirements.
- Managed large-scale EIP Upgrade - Phase 2 ODM Upgrade, API & Datapower LCM initiatives, enhancing system efficiency and performance.
- Oversaw FileNet Hosting implementation, ensuring secure document management and regulatory compliance.
- Successfully delivered Privileged Access Management solutions, strengthening security and access control across enterprise systems.
- Spearheaded demand management analysis and planning, optimizing resource allocation and aligning IT initiatives with business needs.
- Effectively managed vendor contracts and internal resources to deliver technology solutions on time and within budget.
- Implemented Agile and SAFe methodologies, driving process improvements and enhancing team collaboration.
- Developed risk mitigation strategies, ensuring compliance with governance frameworks and industry regulations.
- Presented project updates and risk assessments to senior leadership, securing buy-in and driving decision-making.
- Fostered strong stakeholder engagement across business and technology teams, ensuring successful project execution.
- Collaborated with cross-functional teams to develop data pipelines, ensuring smooth data ingestion and real-time insights for performance monitoring.
- Deployed AI and analytics solutions on Azure, leveraging Databricks, Synapse, and Power BI to track call trends and customer behaviour.
- Integrated IVR with AI-based analytics, using speech-to-text and sentiment analysis to enhance customer support insights and optimize call routing.
- Managed end-to-end chatbot deployment, ensuring seamless integration with backend CRM and billing systems for real-time data access and improved issue resolution.
- Implemented RAG (Retrieval-Augmented Generation) techniques to refine chatbot responses, ensuring accurate and context-aware interactions.
- Maintained strict adherence to security protocols during sensitive data transfers, safeguarding confidential information throughout integration projects.
- Led change management initiatives to ensure seamless adoption of new systems by end-users after integration projects were completed.
- Implemented quality assurance measures for consistent delivery of high-quality results across all integration projects.
- Negotiated contracts with third-party vendors for required services or products, achieving cost savings while maintaining quality standards.
- Transitioned seamlessly between multiple projects simultaneously while maintaining a high level of focus and attention to detail in each one.
- Developed detailed project plans for successful execution of integration strategies, ensuring timely completion of tasks.
- Facilitated training sessions for team members to develop their understanding of new systems post-integration, boosting productivity levels within the organization.
Senior Project Manager – Telstra Enterprise (NBN)
Telstra
01.2018 - 08.2024
- Led cross-functional collaboration between NBN and internal stakeholders, managing multiple concurrent data-driven projects. Oversaw end-to-end data engineering initiatives, directing ETL pipeline optimization, AI/ML model deployment, and cloud-based solutions across AWS and Azure. Facilitated stakeholder alignment and process enhancements, ensuring seamless GenAI and LLM fine-tuning implementations. Spearheaded change management, risk mitigation, and data governance strategies, ensuring compliance with PII and critical data security requirements. Actively contributed to technology innovation committees, driving business-centric AI solutions and operational efficiency improvements.
- Contributions & Responsibilities
- Managed a $20M budget for nationwide data-driven infrastructure projects, leading cross-functional teams to achieve 95% on-time deployment across 100+ sites.
- Optimized ETL pipelines and AI/ML workflows, reducing resource allocation inefficiencies, renegotiating vendor contracts, and securing $500K in cost savings.
- Secured additional funding for AI and cloud transformation initiatives through strategic stakeholder engagement and data-driven presentations.
- Designed and presented a risk mitigation strategy that boosted stakeholder buy-in by 20%, accelerating project timelines and ensuring successful execution.
- Led Agile project teams in AI-driven digital transformation and cloud infrastructure deployments, utilizing AWS, Azure, for scalable solutions.
- Implemented Agile best practices, including backlog grooming, sprint planning, and retrospectives, to enhance team collaboration and efficiency.
- Implemented CI/CD and MLOps best practices, optimizing GenAI & LLM fine-tuning, improving model deployment efficiency, and streamlining data workflows.
- Developed a new customer data categorization process, enhancing predictive analytics, which saved $300K quarterly for Telstra Enterprise.
- Led the automation of enterprise data processing workflows, reducing monthly costs from $150K–$180K to $10K–$20K, optimizing system performance and operational clarity.
- Drove process improvements using Lean/Six Sigma principles, optimizing workflows and reducing inefficiencies, resulting in cost savings and improved service delivery.
- Utilized data-driven decision-making to enhance Agile project execution, leveraging Power BI and Tableau for performance tracking and reporting.
- Facilitated Agile ceremonies, fostering continuous improvement and adaptive planning to align with business objectives.
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Mentored junior project managers and team members to enhance their skills and career growth.
- Established effective communication channels with stakeholders to ensure transparency and alignment of expectations.
- Negotiated contracts with vendors and suppliers, securing favorable terms for the organization''s benefit.
- Led cross-functional teams for successful project delivery within scope, schedule, and budget constraints.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Ensured compliance with industry regulations by staying current on changes in legislation or guidelines relevant to projects'' scopes.
- Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs.
- Established and managed change management processes to fulfill successful project transitions.
- Partnered with project team members to identify and quickly address problems.
Project Manager – Telstra - NBN Delivery HFC
Telstra
01.2016 - 12.2018
- Led negotiations with NBN Co and the Commonwealth to facilitate the Hybrid Fibre Coaxial network rollout, enabling the Government's multi-technology mix National Broadband Network. Executed in-exchange construction activities under $1.6B contract, overseeing Planning, Design, Construction, and Construction Management services within Telstra HFC footprint. Built end-to-end completion process for HFC rollout, integrating IT infrastructure, methods, and resources to support the Government's MTM NBN; delivered projects on time and within budgets, managing values between $5M and $10M.
- Contributions & Responsibilities
- Directed 15 project coordinators as the SME in telecommunications infrastructure, aligning stakeholders, integrating NBN, and resolving delivery partner challenges such as schedule delays and technical compliance.
- Enhanced project efficiency accelerated service activation, and improved client satisfaction by expanding the End-to-End completion process and automating the HFC definitive agreement.
- Managed 20 contracts ranging from $100K to $5M for telecommunications services, including network infrastructure, equipment procurement, and installation services.
- Spearheaded automation initiatives that streamlined Hybrid Fibre Coaxial (HFC) provisioning, cutting operational costs and enhancing accuracy.
- Oversaw the Construction Management Services workstream under the HFC Delivery Agreement, ensuring consistent achievement of project goals like on-time delivery and quality standards.
- Optimised processes within the NBN Co Multi-technology Integrated Master Agreement (MIMA) contract, reducing project turnaround time by 30% and boosting operational efficiency by 25%.
- Reported monthly improvement data to the National Completions Manager and NBN representatives, highlighting progress and performance.
- Collaborated with 6 Telstra and MIMA leads to manage 20+ contracts, streamlining execution, reducing processing time by 15%, and enhancing project delivery and stakeholder satisfaction.
- Resolved $1.2M in payment disputes, minimising commercial, legal, and financial risk through strict contract adherence, improving financial stability and compliance.
- Improved processes using Business Unit models and industry benchmarks, achieving a 20% increase in operational efficiency, a 15% reduction in cycle times, and better alignment with industry best practices.
- Nominated twice for the Telstra Director’s Award (Q4 2017, Q1 2018) for outstanding project management and delivery performance.
- Headed end-to-end completion process, aligning stakeholders across five departments, saving $30K-$40K monthly, and enhancing construction efficiency and timeliness.
- Managed large-scale construction project, successfully delivering first of three commercial buildings ahead of schedule and on budget, resulting in client satisfaction, repeat business, and the request for continued project leadership.
Provisioning & Connect Outstanding Consultant
Telstra
01.2013 - 12.2016
- Processed Telstra wholesale orders, handling 500-700 new services and ADSL reactivation monthly. Addressed customer issues and coordinated with internal stakeholders to accelerate priority orders. Engaged with SMEs on process challenges and anticipated future trends. Upheld confidentiality standards and practiced discretion in communications with service providers. Managed 10 staff members in the manager’s absence, demonstrating leadership and adequate supervision.
Education
Master of Professional Accounting - Accounting
Federation University Australia
VIC11-2024
Bachelor of Commerce - undefined
University of Gujarat
Skills
- Data Migration & Cloud Transformation (Azure, AWS, Oracle)
- End-to-End Project Lifecycle (Agile, PMBOK, Prince2)
- CRM-IVR Integration AI/GenAI Deployment NLP & ML Models
- Program & Portfolio Management Budgeting ($5M–$20M)
- Cybersecurity IAM Privileged Access Management
- Infrastructure Uplift Data Centre Transition
- Stakeholder Engagement Governance & Compliance
- Tools: Jira, Confluence, Power BI, Tableau, Microsoft Copilot, Informatica, SQL
- Tools & Technologies: Microsoft Copilot, Amazon Q, Docker, Apache Airflow, Microsoft Azure Machine Learning, informatica, Excel, Python, Salesforce, Jira, Confluence, KANBAN, SQL, Tableau, Power BI, Risk Management Tools
- ERP implementation
- Integration planning
- Data integration
- Software development lifecycle
- Enterprise architecture
- Cross-functional team leadership
Certification
- Certified ScrumMaster
- Prince 2 Certificate
- PMBOK
- Professional Year Program Accounting - SMIPA
Timeline
Senior Integration Project Manager – Customer Solutions
AGL
09.2024 - Current
Senior Project Manager – Telstra Enterprise (NBN)
Telstra
01.2018 - 08.2024
Project Manager – Telstra - NBN Delivery HFC
Telstra
01.2016 - 12.2018
Provisioning & Connect Outstanding Consultant
Telstra
01.2013 - 12.2016
Bachelor of Commerce - undefined
University of Gujarat
Master of Professional Accounting - Accounting
Federation University Australia
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