Role : Service Delivery Project Manager

Location : Noida / Remote

Experience : 8-15 years

Employment Type : Full-time

About the Role :

We at Babcom are looking for an experienced Project Manager to own the successful delivery of an ERP implementation, set to move towards Application Managed Services (AMS) engagement in due time.

The ERP rollout is still in early phase where first release of HCM and PSA module went live in April and July respectively and Finance module will go live in November.

The role requires someone who can independently manage customer relationships, lead a delivery team, coordinate internal stakeholders, and ensure high-quality service delivery while also contributing to internal operational excellence.

This position combines project management, people management, stakeholder management, customer success, and operational leadership where the role can grow into Account Manager role depending upon capabilities of the candidate.

About Babcom :

Babcom is an AI-led digital transformation company delivering outcome-based consulting, implementation, and managed services for enterprises worldwide. We help organizations modernize business processes, build intelligent digital solutions, and accelerate innovation through AI, cloud, enterprise applications, and data-driven technologies.

By combining deep technical capability with domain knowledge, we enable clients to improve operational efficiency, enhance customer experiences, and achieve measurable business outcomes. With a customer-first approach, Babcom partners with businesses across industries to deliver scalable, secure, and future-ready technology solutions.

Key Responsibilities :

1. Customer & Delivery Management :

- Own end-to-end delivery of the current implementation and AMS engagement.

- Serve as the primary point of contact for customer communications.

- Conduct governance meetings, status reviews, and executive updates.

- Manage SLAs, KPIs, risks, issues, escalations, and action plans.

- Ensure timely incident, request, and enhancement delivery.

- Coordinate with customer stakeholders to prioritize work and manage expectations.

2. Team Management :

- Lead and mentor a team of consultants.

- Plan resource allocation and workload balancing.

- Manage onboarding and offboarding of project members.

- Conduct performance discussions, coaching, and regular team connect sessions.

- Foster collaboration and accountability within the team.

3. Project Governance :

- Track project health, delivery metrics, utilization, and budgets.

- Identify delivery risks and drive mitigation plans.

- Prepare project reports, dashboards, and management updates.

- Ensure adherence to delivery processes and quality standards.

4. Operational Responsibilities :

- Support internal operational initiatives and process improvements.

- Participate in resource planning and capacity management.

- Improve delivery processes and operational efficiency.

- Coordinate with HR, Finance, Recruitment, and Leadership on project-related activities.

- Enable team to segregate work into development, enhancement and L2, L3 tickets.

- Maintain project documentation and governance artifacts.

Required Skills :

- 8+ years of experience in IT services delivery.

- 3-5 years of managing managed services engagements or software development projects.

- Strong customer-facing communication skills.

- Strong reporting and dashboard skills.

- Experience managing distributed technical teams.

- Excellent stakeholder management abilities.

- Strong organizational and planning skills.

- Experience handling escalations and conflict resolution.

- Good understanding of Agile and Waterfall delivery methodologies.

- Experience with Jira, Confluence, and Excel.

- Ability to manage multiple priorities with minimal supervision.

Preferred Qualifications :

- Experience in any COTS applications in ERP, CRM etc. or enterprise applications.

- PMP, PRINCE2, Scrum Master, or ITIL Foundation certification.

- Experience working with international customers (US/Europe).

Success Measures :

- SLA adherence.

- Customer satisfaction (CSAT).

- Team utilization and engagement.

- On-time delivery.

- Low escalation rate.

- Effective governance and reporting.

- Stable team with successful onboarding and knowledge transition.