Delivery Manager

As a Delivery Manager (DM)/(Senior PM), you will be responsible for overseeing the delivery and operations of a portfolio of projects within the IT Operations and Customer Support sectors, with a focus on customer engagement and business performance in the Cloud Ops space. Your role will involve implementing a pragmatic approach to business growth by ensuring delivery excellence, enhancing customer satisfaction, and fostering the development of your team. With 15-20 years of IT experience in the Service delivery & Customer support industry, including 10-12+ years in Customer Support, BPO Organization, IT Services, and Delivery, you will bring a wealth of knowledge to the table. Your strong background in managing delivery with distributed teams, defining and implementing delivery processes, handling various project types and technologies, and overseeing a portfolio of $15M-$20M will be crucial to your success in this role. In addition, your hands-on experience in delivering large-scale Technical and IT operations engagements with teams of at least 200-250 individuals will be invaluable. You will need to demonstrate your ability to thrive in a fast-paced environment, manage multiple tasks, and deliver results in highly unstructured situations. Your talent in building high-performing teams, mentoring team members, and attracting and retaining top talent will be essential for driving success. Your role will also require excellent customer interfacing skills, as you will be interacting with Senior leadership teams from both IT and Business in customer organizations. You must be able to provide a coherent vision, strategic plans, and leadership to secure peer/stakeholder buy-in and align with the business vision effectively. Additionally, your proficiency in communication, articulation, and presentation will be critical in this position. Moreover, you will be responsible for managing diverse and large geo-distributed teams, with a focus on delivery across multiple customers in the IT operations, platform maintenance, and customer support domains. You will need to ensure best-in-class customer satisfaction, manage key engagement KPIs such as Service Levels and CSAT, and oversee operational parameters like revenue recognition, resource utilization, attrition, and business growth. Furthermore, you will play a vital role in people management, attrition management, career planning, and team development. You will be expected to drive domain initiatives within the delivery organization and possess knowledge specific to customer business processes. Overall, your role as a Delivery Manager will be pivotal in ensuring the successful delivery of projects, fostering customer relationships, and driving business growth effectively.,