Senior Delivery Manager, IT Operations and Customer Support
5 hours ago
Job Summary
">We are seeking an experienced Senior Delivery Manager to lead our IT Operations and Customer Support team. As a key member of our leadership team, you will be responsible for managing large-scale IT operations and customer support projects, ensuring timely and high-quality delivery.
">About the Role
">The successful candidate will have extensive experience in managing distributed teams, defining and implementing delivery processes, and handling multiple project types and technologies. You will be accountable for managing delivery of a portfolio of engagements across multiple customers, achieving best-in-class satisfaction, and managing operational parameters such as revenue recognition, resource utilization, and attrition.
">Responsibilities
">- ">
- Manage diverse and large geo-distributed teams with sizes ranging from 200+ employees.">
- Accountability for managing delivery of a portfolio of engagements across multiple customers in the IT operations, platform maintenance, and customer support domains.">
- Manage customer relationships from a 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.">
- Responsible for people, attrition management, career planning, and development of the team. Drive domain initiatives in the delivery organization and have knowledge specific to customer business processes.">
- Provide continuous monitoring methods for the stability of existing processes. Conduct regular review of project progress and report status to internal Mindtree delivery leadership. Ensure all projects are compliant to basic PM and delivery processes such as guidance, staffing, invoicing, etc.">
- Conceive innovative, high-value solutions for clients in areas of technology or process improvement. Identify interdependencies and work to develop plausible solutions. Proactive Risk and Escalation Management.">
- Contribute towards IG initiatives on People/Process/Technology.">
- Own and drive at least one medium/large proposal in the account(s).">
Requirements
">To succeed in this role, you should have:
">- ">
- Total experience of 18-24 years of IT experience in the 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 engagements with a team of at least 200-250 people.">
- Demonstrated ability to work in a very fast-paced environment, manage multiple tasks, adapt, and deliver results in highly unstructured situations.">
- Ability to build high-performing teams, mentoring team members, building a strong second line, ability to attract & retain talent.">
- Excellent customer interfacing skills and proven ability to interact with Senior leadership team from IT and Business in the customer organization.">
- Ability to provide coherent vision, strategic plans, and leadership to achieve peer/stakeholder buy-in and successful alignment with business vision.">
- Able to deal with diverse sets of stakeholders and tune abstraction levels to be able to communicate effectively from a campus mind level to client program sponsor.">
- Proficient in articulation, communication, and presentation.">
- Experience of at least 3-5 years in a client-facing, onsite project/program management role is good to have.">
What We Offer
">We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, along with a comprehensive benefits package, including health insurance, retirement plan, and paid time off. The selected candidate will also have opportunities for professional growth and development within our organization.
">Location
">This position is based in [insert location], with occasional travel required to client sites. If you are a motivated and experienced leader looking to take your career to the next level, please submit your application.
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