Be responsible for successful delivery of all projects (India and US) for theaccounts allocated on the parameters of Schedule, Budget, Quality and CustomerSatisfaction
Maintain a strong relationship with client through team and personalinteraction (calls, emails, visits etc.) and ensure zero account leakage.
Ensure High Customer Satisfaction. Try and become the point of escalation forthe client for any issue whatsoever
As Delivery is always against expectations, DM should make sure that the rightexpectations are set that can be met and exceeded
Manage relationships with Project Manager(s) (India) and the ProgramManager(s) / Directors(s) (US) as well as the entire team.
Take the time tounderstand how things are working out for them and the challenges they face.Make sure that US and India teams are collaborating and communicating enough
Spend time to listen to offshore and onsite teams and make sure both of themhave the opportunity to present their sides of the story before coming to aconclusion on the course of action to take / recommend
Understand resourcing and recruitment and adhere to normsand guidelines on requesting for and releasing resources. Understand thathiring takes time and that we believe firmly in quality of hiring, and henceplan for timelines which are achievable.
Ensure that Quality of resources inone organization is high and necessary decisions are taken to keep it that way
Communication Improve communication between Delivery teams offshore andonsite, within the teams, between Delivery and Support, and within Delivery andAccount Management / Sales.
Make sure that people are aware of changes beingimplemented and also task the Project Managers and Program Managers to makesure their teams have a high level of awareness as well
To come up with and drive specific processes / systems that might beclient / account specific to ease the flow of work and deliverables - things thatimprove on CSAT, quicker turnarounds and / or better quality
Make sure that team uses tools like ARC for managing Delivery tasks, so thatperformance updates through reports are available to all
Support Account Management by providing intelligence on growth opportunitiesand take care in reviewing SOWs before they get to the client
Delivery Metrics Based on Project Type
All agreed metrics at the time of inception (typically during the ProjectInitiation) are to be maintained and reported periodically
Client Satisfaction High to Extremely High
Gross Margin based on Account / Project
14+yrs of experience in total with minimum 2-3yrs of work experience in handling Delivery management for Application development and maintenance projects like Java and Dotnet