Key Responsibilities :

Delivery Management & Execution :

- Own and manage project delivery execution in line with contractual commitments and SLAs.

- Ensure successful project delivery through effective planning, execution, monitoring, and control.

- Drive operational excellence and process maturity through the adoption of best practices.

- Manage project budgets, utilization, margins, and delivery performance.

- Ensure project delivery aligns with planned utilization, shoring, and pyramid ratios.

- Proactively identify risks and implement mitigation plans.

Resource & Team Management :

- Lead day-to-day resource management including staffing, onboarding, task allocation, and workforce planning.

- Conduct periodic performance reviews and provide regular feedback to team members.

- Identify training needs and support skill development initiatives.

- Maintain a healthy work environment and drive employee engagement.

- Monitor employee satisfaction and attrition metrics.

Governance & Reporting :

- Track and monitor project KPIs and operational metrics.

- Prepare governance reports and provide delivery insights to leadership teams.

- Support account-level governance activities and reviews.

- Forecast project costs and provide inputs for financial planning.

- Validate timesheets, resource allocations, and project-related financial data.

Client & Stakeholder Management :

- Build strong relationships with client stakeholders through regular communication and engagement.

- Support technical query resolution and escalation management.

- Work closely with Account Managers, Delivery Managers, and leadership teams to drive customer success.

- Ensure high customer satisfaction through effective delivery and communication.

Continuous Improvement :

- Drive productivity and quality improvement initiatives.

- Collaborate with quality and assurance teams to implement delivery best practices.

- Support innovation and process enhancement initiatives within the delivery organization.

Required Skills :

- Strong experience in Project Delivery Management and Service Delivery.

- Expertise in :

1. Project Governance

2. Resource Management

3. Client Management

4. Delivery Operations

5. SLA Management

- Experience managing large delivery teams and multiple stakeholders.

- Strong understanding of project financials, utilization, and profitability metrics.

- Excellent communication, leadership, and problem-solving skills.

- Experience working in global delivery environments.

Preferred Skills :

- Experience in managing large enterprise projects.

- Knowledge of IT Service Delivery frameworks and best practices.

- Exposure to quality assurance and process improvement methodologies.

- Experience working in US shift delivery environments.

- Strong stakeholder and account management capabilities.

Key Performance Indicators (KPIs) :

- Utilization %

- Client Satisfaction (CSAT)

- Attrition %

- Project Overruns

- SLA Compliance

- Delivery Quality Scores

- Cost Optimization

- Delivery Efficiency Metrics

Education :

- Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field.

- MBA/PGDM preferred.

Key Skills :

- Delivery Management, Project Management, Resource Management, Client Management, SLA Management, Governance, Stakeholder Management, Team Leadership, Delivery Excellence, Operations Management, Financial Management, Customer Success, Project Planning, Service Delivery