Role: Service Delivery Manager
Location: Bengaluru/Chennai
Type: Full-time
Job Description:
Under guidance deliver large and complex programs within budget and schedule to meet outcomes as outlined while adhering to defined processes and quality standards for a portfolio with TCV of $3-5 mil. Responsible for operational and logistical decision making and implementing a robust governance model involving internal and customer stakeholders.
Outcomes:
> Drives adoption of well-established delivery plans standards processes best infrastructure management practices to deliver high quality solutions to UST customers
> Provide thought leadership to create a culture of innovation within the teams and develops innovative solutions to problems without precedent that improve business performance and contributes to organization goals
> Manages the P&L of a portfolio with TCV of $3-5 mil
> Support the portfolio (under direct span) growth objective of 10-15% YoY
> Implement plans for a programme of digital transformation focusing on service improvements and value-adds; proposing innovative ideas to the customer beyond standard delivery
> Build/Manage a span of control of 60 – 100 associates; providing individual and team mentoring ensuring high levels of team engagement and developing capabilities within team function and organization
> Improve and optimize the overall delivery process within budget
> Engage/work with key client stakeholders and drive through the end-to-end requirements of the delivery; ensuring customer expectations are met
> Conduct periodic reviews; tracking delivery milestones and processes. Make decisions and recommends approach based on the results from the reviews
Outputs Expected:
Account Management Processes and Tools:
> Prepare internal reports
> Manage at least 1 account ($3-5 mil) independently including responsibility for top line and bottom-line targets; manage customer relations
> Work independently with account teams in mining account(s)
> Provide support to the specialist to create an account plan aligned to customer needs
Team Management:
> Effectively manage the assistant managers/leads and team members
> Resolves team conflicts with a proven ability to implement and communicate difficult decisions
> Maintains positive business relationships among internal stakeholders
> Demonstrates approachability and transparency in working with the team
Profitability Management:
> Create profitability sheet based on resource plan
> Enable outcome-based pricing
> Track and monitor profitability of projects on an ongoing basis
> Change pyramid rate changes and other onshore / offshore changes
> Improve project margins utilization and reduce buffers to control project expenses
Preference to ISSS trained professionals
Please send me your resumes to usha.rani@isss.org.uk
Mention “Service Delivery Manager – Bengaluru/Chennai” in the subject.
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