Role Description
Role Proficiency:Under guidance deliver large and complex programmes within budget and schedule to meet outcomes as outlined.; adhering to defined processes and quality standards for a portfolio with TCV of $3-5 mil. Responsible for tracking operational and logistic decision making and implementing a robust governance model involving internal and customer stakeholders.
Outcomes
- Drives adoption of well-established delivery plans standards processes best software engineering practices right infrastructure RACI matrix and RAID Log to deliver high quality solutions to UST customers
- Provide thought leadership to create a culture of innovation within the teams and develops innovative solutions to problems without precedent that improve business performance and contributes to organization goals
- Manages the P&L of a portfolio with TCV of $3-5 mil
- Support the portfolio (under direct span) growth objective of 10-15% YoY
- Implement plans for a programme of digital transformation focusing on service improvements and value-adds; proposing innovative ideas to the customer beyond standard delivery
- Build/Manage a span of control of 60 – 100 associates; providing individual and team mentoring ensuring high levels of team engagement and developing capabilities within team function and organization
- Improve and optimize the overall delivery process within budget
- Apply financial levers to improve the cost of delivery and thereby cater to or improve engagement level profitability
- Engage/work with key client stakeholders and drive through the end-to-end requirements of the delivery; ensuring customer expectations are met
- Conduct periodic reviews; tracking delivery milestones and processes. Make decisions and recommends approach based on the results from the reviews
- Ensure effective participation in SteerCo meetings
Measures Of Outcomes
- Revenue (Targets vs. Actuals)
- Profitability (Targets vs. Actuals)
- Digital Services Mix (Targets vs. Actuals)
- Services Penetration Mix (Targets vs. Actuals)
- Transformational Value Delivered to Client (as defined)
- Customer Satisfaction
- People Satisfaction
Outputs Expected
Domain / Industry Knowledge:
- Forecast the overall business requirements and market trends
- Have meaningful conversations with key client stakeholders interpret the data and enhance the quality of the proposed solution
- Make useful recommendations based on existing gaps and recommend specific UST services / solutions
- Manage domain related project management issues in multiple projects
- Validate roadmap for customer strategy
- Review to contextualize the solution to the industry
Technology Concepts
- Recommend appropriate framework approach and solutions to meet the functional and non-functional requirements
- Identify technologies and products relevant to UST in the short term (1 to 2 years)
- Guide solution response team
- Guide team evaluate work products and connect to technology officers in customer organization
- Identify and leverage the most appropriate tools
Profitability Management
- Create profitability sheet based on resource plan
- Enable outcome-based pricing
- Present analysis to senior management
- Create cost benefit model using ROI IRR and other management concepts
- Track and monitor profitability of projects on an ongoing basis
- Change pyramid rate changes and other onshore / offshore changes
- Improve project margins utilization and reduce buffers to control project expenses
Pricing & Licensing Models
- Create an integrated pricing model
- Guide team members to apply pricing techniques
- Interact with relevant stakeholders during deal process
- Compare contrast and choose suitable commercial models among those practiced in the industry
- Optimize key levers of the business model to make the commercial proposal competitive
Account Management Processes And Tools
- Prepare internal reports
- Manage at least 1 account ($3-5 mil) independently including responsibility for top line and bottom-line targets; manage customer relations
- Work independently with account teams in mining account(s)
- Provide support to the specialist to create an account plan aligned to customer needs UST approaches and strategies
Project Management
- Plan and manage large and complex projects as defined within UST
- Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects
- Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process
- Monitor complex integration / interdependence across work streams within the span of the project
- Implement best practices with measurable business value adds
- Set quality goals and processes
- Influences project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving them; balancing effectiveness and efficiency.
Team Management
- Effectively manage the managers
- Resolves team conflicts with a proven ability to implement and communicate difficult decisions
- Maintains positive business relationships among internal stakeholders
- Demonstrates approachability and transparency in working with the team
Stakeholder Management
- Manages escalations from customers by providing frequent updates to both UST and customer leadership on resolution progress
- Plans and supports vendor/partner management activities– vendor/partner assurance procurement invoice approvals
- Ensures invoicing on time and collection of payments from customers
Estimation And Resource Planning
- Consolidate estimates at a solution level evaluate risks and validate estimates from a technical standpoint with assumptions scope and boundaries defined
- Review validate and negotiate estimates across service lines
- Conduct resource planning (pyramid people development) at a project level based on project requirements
- Conduct impact analysis for changes and analyse corresponding impact to overall estimates resource loading
- Review project scope and schedule in project plan
Knowledge Management (KM)
- Ensure that the KM plan / platform exists for all new joiners to the engagement
- Harness project level learning's across the engagement
- Promote continuous knowledge management
- Define and improve Knowledge Management Effectiveness for the engagement
Requirements Management
- Identify deviations in requirements gathering process with the customer
- Leverage UST capabilities experience to identify solution accelerators and value adds to the customer
- Assess the quality content and coverage of the requirements gathered
Solution Structuring
- Customize UST service offerings for customer needs
- Provide thought leadership based on the pattern to come up with additional service offerings
- Carve out complex solutions / POCs for a customer based on their needs
- Recommend technology specific accelerators / tools for the overall solution along with optimal features e.g. time savings cost benefits
- Build strategies standards and guidelines for existing services
Benefits Management
- Identify track and report SMART benefits for a program
- Identify impact of the program to various stakeholders
- Identify impact of program environment changes to the benefits
- Measure and report outcomes on a defined frequency
- Devise an action plan if there is a risk of not realizing desired benefits
- Steer the program towards the desired vision with sustained and timely realization of benefits
Undefined
- Steer the program towards the desired vision with sustained and timely realization of benefits
Skill Examples
- Account strategy planning
- Identify project risks and define action plans to mitigate
- Define a project plan by breaking it down into individual project tasks
- Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications
- Delegate tasks and manage team member contributions appropriately
- Manage external contracted resources to achieve project objectives
- Optimise project portfolio timelines and delivery objectives by achieving consensus on stakeholder priorities
Knowledge Examples
- Project methodology including approaches to define project steps and tools to set up action plans
- Technologies to be implemented within the project
- Company business strategy and business processes
- Development and compliance to financial plans and budgets
- IPR principles and regulation
- Structured project management methodologies (e.g. agile techniques DevOps)
Additional Comments
12-15 yrs experience with 5–8 years in D365 CE Oversee all phases of the CRM implementation lifecycle, including business requirements gathering, vendor coordination, system integration, and go-live. Lead end-to-end delivery of MS Dynamics 365 CRM programs, including Sales, Customer Service, Marketing, and Field Service modules. Manage project planning, resource allocation, risk management, status reporting, and budgeting. Facilitate collaboration between business users, CRM architects, developers, testers, and third-party vendors. Oversee legacy CRM system analysis and data migration to Dynamics 365. Ensure integration with other enterprise platforms (e.g., ERP, portals, email systems, call center tools). Support change management, user training, and communication strategies to drive adoption. Monitor program KPIs and ensure smooth transition to post-implementation support and optimization Responsible for Program roadmap, benefits realization plan, integrated master plan, executive/sponsor level stakeholder management Skills - Prior experience as CRM Functional Lead, Delivery Manager, Business Consultant etc and handling $1M–$5M, multi-country CRM rollouts, involving complex integrations
Skills
Program Management,Customer Management,Risk Management
