Sdl

Chennai, India
- DOP SLH
- 3056573

**Role Purpose**
- The purpose of the role is to manage delivery within an account by driving various projects, operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery_

**Do**
- **Delivery Management**
- _Ensure seamless delivery of projects in an account _
- Interact with presales team during RFP stage/ inception of the project to ensure right solution is proposed to the customer
- Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
- Ensure 100% adherence to Program and Project charter in terms of schedule, quality, efforts and costs
- Ensure 100% compliance to Project SLA?s, information security protocols and etc (all customer?s contractual obligations)
- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
- Drive account health across projects by adhering to program and project management norms on all key performance metrics
- Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
- Minimize process exceptions and deviations (schedule, cost) from the actual project plan
- Maintain Program and Project structure in Confluence & SAP in line with prevailing business requirements and norms
- Ensure expected ramp down (ERD) compliance as committed in MSA
- _Client Relationship Management_
- Engage with client to deploy multiple solutions within/ across SLs to creates a stronger value proposition for clients and enhance share of business
- Conduct regular customer connects (meetings/ visits/ video
- conference) to understand customer?s current & future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
- Identify and close early warnings on a project to avoid any customer escalations
- Plan and participate in Quarterly Business Reviews (QBR) along with Account Delivery Head (ADH) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
- Identify and nurture champions within client organization through frequent connects and delivery excellence to maintain long-term relationship
- _Delivery governance across the program/ projects_
- Review MIS and reports to monitor and track overall project/ account delivery management, diving deep into problem accounts/projects with relevant PgMs, PMs
- Conduct periodic reviews with the team (PgMs, PMs) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
- Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage
- Resolve project escalations that happen in an expedited fashion ensuring root cause identification and permanent closure
- Mentor and groom PgMs/ PMs on client and account management leadership to enable more hands-off delegation
- Review and monitor revenue allocations/ realization to avoid OB revenue leakage
- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks
- **Enable revenue growth of an account within own accounts**
- _Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account_
- _Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate _
- _Gather information from PgMs, PMs and sales to identify opportunities for deployment of new technology, growth solutions and services in the accounts by bringing SL practices/ other capabilities for client solutioning _
- _Monitor and Track accounting activities to ensure timely billing consolidation, invoicing and reconciliation activities to ensure clean and orderly book-keeping_
- **Operational Excellence within own accounts**
- _Automation Focus_
- Identify automation opportunities and drive value adds across the program/ projects
- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery
- _Innovation Focus_
- Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters
- Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive