Delivery Manager

Role Overview: 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. Key Responsibilities: - Oversee the delivery and operations of a portfolio of projects within the IT Operations and Customer Support sectors - Implement a pragmatic approach to business growth by ensuring delivery excellence - Enhance customer satisfaction and foster the development of your team - Manage diverse and large geo-distributed teams, focusing on delivery across multiple customers in the IT operations, platform maintenance, and customer support domains - Ensure best-in-class customer satisfaction, manage key engagement KPIs such as Service Levels and CSAT - Oversee operational parameters like revenue recognition, resource utilization, attrition, and business growth - Drive people management, attrition management, career planning, and team development initiatives - Play a vital role in domain initiatives within the delivery organization and possess knowledge specific to customer business processes Qualifications Required: - 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 - 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 - Hands-on experience in delivering large-scale Technical and IT operations engagements with teams of at least 200-250 individuals - Ability to thrive in a fast-paced environment, manage multiple tasks, and deliver results in highly unstructured situations - Talent in building high-performing teams, mentoring team members, and attracting and retaining top talent - Excellent customer interfacing skills with the ability to interact with Senior leadership teams from both IT and Business in customer organizations - Proficiency in communication, articulation, and presentation (Note: No additional details of the company were mentioned in the job description.),