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Delivery Manager
2 months ago
Job Location: Pune
Experience: 12+ Years
Employment Type: Full Time
Shift Time: UK Shift
Job Overview:
We are seeking a detail-oriented and highly motivated Delivery Manager to join our dynamic team. As a Delivery Manager, you will play a crucial role in ensuring the quality and reliability of our software project deliveries. The ideal candidate will possess strong analytical skills, a keen eye for detail, and a passion for delivering high-quality solutions.
Responsibilities:
- Manage a team of 10+ senior engineers.
- Responsible to manage delivery and carry P&L responsibility for multiple accounts in parallel.
- Define a compelling vision for delivery and service offerings by forming a comprehensive understanding of client, users and business objectives.
- Leveraging the best-in-class delivery practices and solutions to add real value for client and drive growth
- Own the deployment and delivery of the accounts and ensure delivery against timeline, budget and impact.
- Lead execution of delivery process improvements.
- Provide feedback to internal partners/stakeholders on solution enhancements or new product constructs.
- Maintaining industry exposure to allow self and team to dynamically consult with customers regarding successful solution deployment strategies and best practices.
- Accountable for revenue realization to operate at a committed margin.
- Ensure engagement profitability and customer satisfaction.
- Develop and grow business and construct appropriate delivery models as relevant for varied tracks.
Requirements:
- Proficiency in using ticketing systems like Jira, ServiceNow, or similar tools.
- Deep understanding of ITIL principles and best practices, with a proven ability to apply them to real-world situations.
- Good experience in application support/ production support projects.
- Experience in managing cloud-based projects and environments.
- A strong customer-centric mindset, with a commitment to delivering exceptional service.
- Service Management: Oversee and manage the end-to-end delivery of IT services, including incident management, problem management, change management, and service level management.
- Team Leadership: Manage, motivate, and develop a team of service desk analysts and engineers, fostering a collaborative and high-performing work environment.
- Operational Excellence: Ensure the efficient and effective operation of IT service delivery processes, proactively identifying areas for improvement and implementing change initiatives.
- Customer Focus: Build strong relationships with customers, both internal and external, and proactively manage their expectations, ensuring their needs are met and exceeded.
- Cloud Experience: Demonstrate a solid understanding of cloud-based environments, including cloud service providers like AWS, Azure, or GCP.
- ITIL Framework: A strong understanding of ITIL principles and best practices.
- Ticketing Systems: Proficiency in using ticketing systems like Jira, ServiceNow, or other similar tools to manage support requests and track progress.
- Reporting and Analysis: Prepare and present reports on service performance, metrics, and key performance indicators (KPIs) to stakeholders.
- Process Improvement: Continuously evaluate and improve service delivery processes to enhance efficiency and effectiveness.
