Delivery Manager

Job Title : Delivery Manager

Employment Type: Full Time

Required Experience (Years)-5-8 Years

Shift Timings- 2:00 PM - 11:00 PM ((Flexible & extended support based on project needs)

The Delivery Manager is responsible for end-to-end client delivery outcomes, operational stability, and account growth within assigned accounts. This role operationalizes the 3M Strategy (Manage, Monitor, Mine), ensures adherence to the Tiered Operating Model, and acts as the primary day-to-day delivery contact for clients. The Delivery Manager collaborates as a peer with global counterparts, drives client satisfaction, and proactively identifies risks and expansion opportunities

.
Key Responsibiliti

es1. Delivery Execution (MANAG

• E)Own delivery commitments, including SLA tracking and quality assurance, for assigned account
• s.Lead Agile sprint planning, execution, and demos in coordination with COEs, Solution Architects, and QA team
• s.Ensure hypercare stability (2–4 weeks post go-live) and transition to managed service
• s.Manage resource allocation (onshore, nearshore, offshore) based on complexity and cost efficienc
• y.Host weekly client delivery status meetings and internal sync
• s.Own major incident resolution, recovery planning, and corrective action
• s.Identify and implement process improvements to improve delivery efficiency and predictabilit

y.
2. Risk & Opportunity Monitoring (MONIT

• OR)Continuously monitor client leadership changes, operational shifts, and market dynami
• cs.Flag risks early using the Account Health Dashboard (Green/Yellow/Red
• ) .Escalate delivery disputes or commercial risks to Delivery Director when thresholds are breach
• ed.Conduct continuous risk management and quality assurance chec

ks.
3. Account Growth Support (M

• INE)Partner with Account Executive (AE) and Client Success Team to identify upsell/cross-sell opportunit
• ies.Participate in Quarterly Business Reviews (QBRs) for key or at-risk accou
• nts.Provide delivery health summaries and expansion recommendations to

AEs.
4. Governance & Repo

• rtingProduce weekly status reports rolled up to Delivery Dire
• ctor.Use PMO tools, playbooks, and dashboards per organizational stand
• ards.Co-run internal kickoffs with AE within 5 business days of contract sig
• ning.Lead external client kickoffs within 1 business day of tier/PM assign

ment.
Success Metrics

• (KPIs)Client satisfaction (CSAT / NPS) for assigned ac
• countsOperational stability (missed SLAs < 5%, zero critical incidents without hypercare
• plan)Early risk identification (minimum 2 weeks before client escal
• ation)Contribution to account growth (% of identified opportunities conv
• erted)Adherence to Tiered Model rules (no unauthorized dedicated PM for Tie
• r 2/3)Weekly reporting compliance (100% on

time)
If interested, please share your resume on shivam.gaurav@program