Senior Delivery Manager

A seasoned professional is required to lead our team in delivering top-notch technology solutions and products to clients.

• Strategic Service Delivery: Oversee and manage service delivery by meeting all contractual/SLA commitments, ensuring excellent customer service.
• Contract Compliance: Ensure contract compliance & adherence, review and drive appropriate actions/systemic changes on internal and external audit findings.
• SLA Management: Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines.
• Financial Governance: Ensure that the service credits, performance incentives, penalty, and penalty waivers are incorporated in the invoices.
• Delivery Excellence: Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project.
• Project Performance: Ensure that the project performance parameters stay green for all accounts.
• Progress Monitoring: Monitor and review delivery dashboards/MIS across accounts to track progress, forecast performance, and identify potential red flags.
• Stakeholder Engagement: Participate and share account performance across operational, quality, and fulfillment parameters with internal/external stakeholders & senior leadership.
• Invoicing: Ensure regular invoicing as per the contract terms and condition and performance.
• Troubleshooting: Technical and/or Operational Issue Resolution.
• Risk Management: Manage and resolve complex project escalations, potential risks, or early warning signs on project delivery to eliminate any revenue leakage.
• Advisor Role: Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis.
• Escalation Point: Acts as point of escalation for issues not resolvable by the service lines.
• Financial Escalation: Escalate issues with financial implication on the account to Account Head and other senior stakeholders.
• Resource Allocation: Responsible for establishing, leading, and maintaining a skilled team of all delivery resources for an account on a daily basis.
• Training and Development: Plan training batches to backfill client deliveries during crucial periods, ensure retention by offering relevant trainings and certifications of all allocated resources.
• Process Improvement: Prioritize and drive initiatives for continuous improvement to improve top-line revenue and bottom-line margins.
• Quality Assurance: Drive and implement structured cadence around quality, both process and transactional.
• Client Communication: Conduct periodic meetings with clients and delivery teams - daily status updates, service level requirement reviews, continuous improvement, change control, and other informal meetings to share focus points, progress, and successes.
• Revenue Growth: Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account.
• Account Profitability: Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.
• Financial Health: Regularly monitors and reports on financial health of the account and remedies any financial misses or irregularities.
• Business Development: Contribute to the revenue growth of the account by supporting the Account Head through new opportunity identification for deployment of new technology, growth solutions, and services within the existing account/client.
• Solution Identification: Recognizes business needs and determines if our portfolio offering may be an appropriate solution.