Delivery Manager
ITC Infotech
5h ago

Job Description :

Experience level : 20 years and above

Designation : General Manager

Role : Delivery Head for a region / geo

This is an exciting opportunity to lead delivery for all accounts in a particular region / geography. This role will be pivotal for the success of the customer engagements and requires leadership qualities at the best.

This role will report into Head of Infrastructure Services. SDMs / PMs / Leads from respective accounts in the region will report into this role.

Key Responsibilities and Accountabilities :

Delivery and Operational Excellence

Ensuring all the accounts operating in the region are meeting the contractual commitments

All the accounts managed are meeting and exceeding the organizational delivery excellence standards all the time

All the operational SLAs and KPIs as defined in the contractual are met and or exceeded

Meet and exceed all the organizational quality requirements Resolve all delivery issues independently

Build effective working relationships with your peers within Service Operations

Build effective working relationships with internal stakeholders and other Functional leads

Build effective working relationships with our internal customer representatives and, key external customer representatives.

To be a visible presence and lead on customer engagement and reputation building

Build effective working relationships with the various resolvers, suppliers and third parties who interact with the service delivery teams

Escalation Management

Register the issues as raised by the client or internal parties or suppliers

Perform thorough and impartial root cause analysis using frameworks such as 5Whys and 2Hows and arrive at possible root causes, propose and implement corrective and preventive actions

Work with the clients and the teams to ensure that the actions are implemented, and root causes are eliminated

Ensure that such issues are proactively addressed across other accounts

Revenues and Margins

Be responsible for account and revenue growth in the regio

Work closely with the respective practice and / or account sales team to generate account pipeline

Responsible for working with presales and other practices team to come up with the proposals in response to RFx or proactive pitches

Plan and maintain margin as per the organizational guidelines for the accounts by making necessary intervention

Account planning and management along with the sales team

People management

Lead the team from the front

Identify and nurture critical talent

Plan for the training and coach people on-job and otherwise

Career planning and management of the team members

Client management

Ensure excellent CSAT scores

Plan and execute actions to meet / exceed the CSAT score targets

Client governance (operational / strategic)

Core Competencies

Very good understanding of IT Infrastructure technologies including cloud, traditional Infrastructure, Service Desk and Security

Self motivated

Hands on leadership style

Ability to think through the solutions in critical stages

Organized and able to prioritize for self and others

Customer service skills and focus

The ability to influence and negotiate

Ability to directly work with CxOs to create / propose / co-create solutions

Able to challenge the status-quo

Communication skills : Verbal, Written, Listening, and Questioning

Problem Solving and Fact-finding skills

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