Global Delivery Manager
1 week ago
We are seeking an experienced Global Delivery Manager to oversee the successful delivery of projects, ensuring they meet high standards of quality and timeliness. The ideal candidate will have a strong track record in managing large-scale IT Operations and Customer Support projects, with extensive experience in the CSS Operations space.
Key Responsibilities:- Manage diverse and large geo-distributed teams, sizes that are in the 200+ range.
- Accountability for managing delivery of portfolio of engagements across multiple customers in the IT operations, platform maintenance, and customer support domains.
- Manage customer relationship in the account from delivery perspective and achieve best-in-class satisfaction.
- Accountable for key engagement KPIs such as Service Levels and CSAT.
- Manage operational parameters like revenue recognition, resource utilization, attrition, gross margin, competency mix, campus talent induction etc., and manage business growth effectively.
- Total experience of 18-24 years of IT experience in space of Service delivery & Customer support industry.
- 10-12+ years of total experience in Customer Support, BPO Organization, IT Services, and in Delivery.
- Strong experience in Delivery with distributed teams, onsite/offshore, define and implement delivery processes, handle mix of project types and technologies.
- Managed delivery of $15M-$20M portfolio.
- Hands-on experience in delivery of large-scale Technical and IT operations engagement(s) with a team of at least 200-250 people.
This is a senior-level position requiring strategic thinking and leadership skills. The selected candidate will be responsible for driving business growth through delivery excellence and managing cross-functional teams. A strong ability to communicate effectively with senior stakeholders and build high-performing teams is essential for this role.
The salary for this role is approximately $150,000 - $180,000 per annum, depending on location and experience. We offer a competitive benefits package, including health insurance, retirement plans, and paid time off.
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