Delivery Manager

4 weeks ago

Bangalore Rural, India Saaki Argus & Averil Consulting Full time

Job Description: Delivery Manager (DM)/(Senior PM)


Roles:

Responsible for managing Delivery and Operations of portfolio of projects across IT Operations, and Customer Support specializing in customer engagement and business performance in Cloud Ops space. Comes with a pragmatic approach to business growth through delivery excellence with direct accountability on end-to-end service delivery, customer satisfaction and people development.


Skills & Experience:

• Total experience of 15-20 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.

• Demonstrated ability to work in a very fast paced environment, to manage multiple tasks, to 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 set 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.


Roles & Responsibilities 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.

• 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 process

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