Key Responsibilities

JOB DESCRIPTION

Service Delivery & Project Management
Manage end-to-end delivery of SI projects and support services.
Ensure project execution within scope, timeline, budget, and quality standards.
Monitor project milestones, dependencies, and deliverables.
Conduct project reviews and governance meetings with customers and internal stakeholders.
Ensure successful UAT, project acceptance, and handover to operations teams.
Customer Relationship Management
Act as the primary point of contact for key customers.
Build and maintain strong customer relationships.
Conduct periodic service reviews and business review meetings.
Address customer concerns and escalations proactively.
Drive customer satisfaction and retention.
Financial & Commercial Management
Ensure achievement of revenue and profitability targets.
Monitor project costs, margins, and resource utilization.
Validate project billing and support collection activities.
Identify opportunities for cost optimization and efficiency improvements.
Support commercial discussions, change requests, and contract management.
Resource Management
Plan and allocate resources effectively across projects.
Monitor productivity and utilization of delivery teams.
Support recruitment, onboarding, and workforce planning.
Drive employee development, training, and certification initiatives.
Build succession plans for critical roles.
Governance, Compliance & Quality
Ensure adherence to organizational policies and delivery processes.
Maintain project documentation and compliance records.
Conduct risk assessments and mitigation planning.
Support internal and external audits.
Drive continuous improvement initiatives and quality standards.
Business Development Support
Identify upselling and cross-selling opportunities within existing accounts.
Support presales teams in solution discussions and customer presentations.
Participate in customer visits and solution workshops.
Provide delivery inputs for proposals and statements of work (SOWs).
Escalation & Risk Management
Manage critical customer and project escalations.
Ensure timely resolution of issues impacting delivery.
Maintain risk registers and mitigation plans.
Coordinate with OEMs, partners, and internal support teams for issue resolution.

Service Delivery Manager