Delivery Leader/ Project Management

Key Responsibilities:

• Delivery Excellence: Oversee the successful delivery of projects, ensuring they meet high standards of quality and timeliness.
• Operations Management: Manage day-to-day operations to ensure efficient and effective service delivery.
• Customer Engagement: Develop and maintain strong relationships with clients, ensuring high levels of customer satisfaction.
• Business Performance: Drive business growth through strategic planning and execution, with a pragmatic approach to operational improvements.
• Service Delivery: Take direct accountability for end-to-end service delivery, ensuring projects meet client expectations and company standards.
• People Development: Foster a culture of continuous improvement and professional development among team members.

• Proven track record in managing large-scale IT Operations and Customer Support projects.
• Extensive experience in the CSS Operations space.
• Strong leadership and interpersonal skills with a focus on customer satisfaction and business performance.
• Ability to strategize and implement effective solutions for business growth.
• Excellent communication skills, both verbal and written.
• Demonstrated ability to lead cross-functional teams and manage multiple projects simultaneously.
• Given the strategic importance of these roles, we are looking for candidates who not only have the technical expertise but also embody a pragmatic approach to driving business growth through delivery excellence. Their direct accountability for end-to-end service delivery, customer satisfaction, and people development will be pivotal to our success.

• Total experience of 18- 24 years of IT experience in space of Service delivery & Customer support industry.
• 10-12+ years of total experience in Customer Support, BPO Organization, IT Services and in Delivery.
• Strong experience in Delivery with distributed teams, onsite/offshore, define and implement delivery processes, handle mix of project types and technologies.
• Managed delivery of $15M-$20M portfolio
• Hands on experience in delivery of large scale Technical and IT operations engagement(s) with a team of at least 200-250 people.
• Demonstrated ability to work in a very fast paced environment, to manage multiple tasks, to adapt and deliver results in highly unstructured situations.
• Ability to build high performing teams, mentoring team members, building a strong second line, ability to attract & retain talent.
• Excellent customer interfacing skills and proven ability to interact with Senior leadership team from IT and Business in the customer organization.
• Ability to provide coherent vision, strategic plans, and leadership to achieve peer/stakeholder buy-in and successful alignment with business vision.
• Able to deal with diverse set of stakeholders and tune abstraction levels to be able to communicate effectively from a campus mind level to client program sponsor
• Proficient in articulation, communication, and presentation.
• Experience of at least 3-5 years in a client facing, onsite project / program management role is good to have.

• Manage diverse and large geo-distributed teams; sizes that are in the 200+ range.
• Accountability for managing delivery of portfolio of engagements across multiple customers in the IT operations, platform maintenance and customer support domains.
• Manage customer relationship in the account from delivery perspective and achieve best in class satisfaction.
• Accountable for key engagement KPIs such as Service Levels and CSAT.
• Manage operational parameters like revenue recognition, resource utilization, attrition, gross margin, competency mix, campus talent induction etc. and manage business growth effectively.
• Responsible for people, attrition management, career planning and development of the team. Drive domain initiatives in the delivery organization and have knowledge specific to customer business process.
• Provide continuous monitoring methods for the stability of existing processes. Conduct regular review of project progress & report status to internal Mindtree delivery leadership. Ensure all projects are compliant to basic PM & delivery processes such as guidance, staffing, invoicing etc.
• Conceive innovative, high value solutions for clients in areas of technology or process improvement.
• Identify interdependencies and work to develop plausible solutions. Pro-active Risk and Escalation Management.
• Contribute towards IG initiatives on People/Process/Technology.
• Own and drive at least 1 medium/large proposal in the account(s).
• Willingness to travel domestic and international on a need basis (1-2 times a year).