PMO (Hea Job/ 101)

Primary responsibilities of a Service Delivery Manager:

• Project Management:
  • Work with Solution directors and AM during the pre-sales process on proposals specifically solutions approach, costing, and timelines
  • Assemble high performing team(s) based on project needs. This includes working with the talent team to recruit and vetting the best team members.
  • Oversee Project(s) delivery from initiation to closure, ensuring adherence to deadlines and budgets.
  • Ensure that Project Manager/Lead manages project scope, identify risks, and implement solutions for any roadblocks.
  • Collaborate with the Marketing team for building case studies.
• Client Relationship Management:
  • Build and maintain strong relationships with clients, understanding their needs and exceeding their expectations reflected through CSAT scores.
  • Proactively address client concerns and ensure their satisfaction throughout the delivery lifecycle
  • Work with Project delivery teams to recommend ideas for new features, process improvement, performance improvement and user experience.
• Service Quality and Improvement:
  • Conduct Monthly business reviews/Quarterly business reviews.
  • Provide milestone/burn reports to client(s). Work with Finance and AM for timely invoices.
  • Analyze client feedback and identify areas for improvement in service processes.
  • Implement strategies to continuously enhance service quality and efficiency.
  • Generating opportunity leads for the Sales/AM team.

Additional duties may include:

• Managing Solution/Service delivery budgets
• Identifying and resolving service-related issues
• Creating and maintaining service delivery documentation
• Liaising with various stakeholders across the organization

The ideal candidate for a Solution Delivery Manager role will possess the following skills and qualifications:

• 7-10 years of relevant experience in IT industry
• From Development – Java plus any other technology
• Proven experience in Solution delivery or project management
• Strong leadership and communication skills
• Excellent problem-solving and analytical skills
• Technical background to participate in solution discussions and building teams.
• Ability to build and maintain relationships with clients and stakeholders
• Proficiency in project management methodologies
• Understanding of KPI(s) and service level agreements (SLAs)