Delivery Manager

MetricStream is looking for an Experienced Project/Delivery Manager to join its Customer Success and Services Team.

Title: Manager, Service Delivery

Location: Bengaluru, Karnataka

About the Role:

Delivery Manager's primary responsibility is to make sure that services are being seamlessly delivered to the clients of an organization. Includes taking charge of a variety of tasks such as leading project teams, monitoring progress, tracking KPIs, working amicably with cross-functional teams, resolving issues and conflicts, efficient client management, timely communications and managing budgets. Delivery Manager own a vital role in boosting the user's experience by ensuring the smooth delivery of services that meet and exceed customer demands. Delivery manager role embraces both administrative and technical roles, so are best suited for skilled and hard-working individuals who possess superb leadership and interpersonal skills and who are passionate about delivering end-to-end customer-driven solutions.

Responsibilities:

• Responsible for end-to-end implementation of MetricStream Apps/Solutions.
• Developing a deep understanding of projects to gain insights into the scope of service delivery.
• Identify customer needs by maintaining an excellent relationship with stakeholders.
• Interact with MetricStream's internal & external stakeholders to manage accounts efficiently.
• Monitor & track deliverables and dependencies as per committed timelines.
• Provides proactive visibility to all stakeholders; effectively communicates delivery targets, commitments and progress. Avoid surprises.
• Manage a team of engineers to develop and support applications that are of the highest quality and are delivered in a timely + cost-effective manner.
• Helping to identify and remove impediments impacting the team's productivity and ability to deliver.
• Work closely with MetricStream's Product Management and R&D for Issues and road map scope delivery.
• Ensure all delivery processes and budget tracking needs are adhered to.
• Take ownership of critical incidents, coordinate and establish effective communication and working relationship between stakeholders.
• Prioritizing incidents according to their urgency, work with cross functional teams (Platform, Product, Cloud etc.) and influence on the business.
• Coaches the teams to improve collaboration and outcomes.
• Works to minimize meetings and ceremonies, but when they are needed, run them efficiently.
• Take initiative, participate and drive BU initiatives.

Required Skills:

• 10 - 15 years of experience leading customer services teams, preferably in the SaaS industry.
• At least 5 years of experience working in the services organization of a product company using various delivery methodologies (Waterfall, Agile, etc.).
• Strong enterprise business application design and development experience with global fortune 500 companies.
• Expertise in delivering projects on budget, schedule and quality.
• Expertise in managing customer expectations and passionate about customer success.
• Expertise in creating and tracking project artifacts like SOW, Project charter, WBS, budget file, schedule, SOW, project risk register etc.
• Exposure to cloud-based products & offering.
• Exposure to AI/GenAI in solutioning.

Qualifications:

Bachelors or Master's in computer science or related disciplines. Experience / PMP certification is a must.