Newport Williams | Customer Excellence Delivery Manager | bangalore

2 weeks ago

bangalore, India Newport Williams Full time

Reports To: Vice President

Work Location/Travel: Bangalore, with office-based work and travel as required by business needs

Role Type: Full-Time (40 hours per week), Hybrid

Experience: 18+ years in delivery roles, preferably in SaaS, implementations, and support

Role Overview:

The Delivery Lead is responsible for managing the entire software delivery lifecycle, ensuring the successful and timely delivery of SaaS products and solutions. This position involves overseeing project schedules, budgets, risk mitigation, and client relationships while driving innovation, process optimization, and maintaining high customer satisfaction.

Key Responsibilities

Delivery Management & Oversight:

  • Ensure projects are delivered on time, within budget, and meet quality standards.
  • Monitor project progress, address challenges, and maintain adherence to delivery processes.
  • Oversee resource planning, aligning resources with project requirements.
  • Provide strategic support during presales activities to ensure successful deal closures.

Client & Stakeholder Engagement:

  • Develop and maintain strong client and stakeholder relationships, addressing needs and resolving escalations.
  • Enhance customer satisfaction, loyalty, and retention through proactive engagement.
  • Regularly report key project and account progress to senior management.

Team Leadership & Development:

  • Provide technical leadership across digital project implementations and guide cross-functional teams.
  • Apply critical thinking to evaluate alternative solutions, identifying strengths and weaknesses.
  • Drive team utilization, plan for future resource needs, and manage internal development or hiring.
  • Foster team growth through career development, cross-training, and contingency planning.

Continuous Improvement & Innovation:

  • Continuously evaluate and optimize software delivery processes for greater efficiency.
  • Analyze delivery metrics (e.g., aging tickets, project profitability) to ensure optimal project outcomes.

Performance Monitoring & Reporting:

  • Collaborate with PMO to review and resolve project-related issues and ensure delivery excellence.
  • Report delivery performance metrics (e.g., productivity, process adherence) to internal leadership.

Required Skills and Qualifications

  • Proven expertise in SaaS software delivery, implementations, and client support.
  • Strong leadership, problem-solving, and critical thinking abilities.
  • Extensive experience in project management, including budgeting, scheduling, and risk management.
  • Demonstrated ability to build and nurture relationships with clients, teams, and stakeholders.
  • Experience with resource planning, talent management, and building high-performing teams.

Required Education

  • Bachelor’s degree in computer science or equivalent field.
  • PMP/Agile certification is a plus.

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