Job Summary

Primary Skill:

Program / Service Delivery Management

Experience Required:

1. 20+ years experience in Managing IT Service delivery for large customer account’s (100 Mn+ revenue) with distributed teams
2. Should have extensive experience in managing various programs like Application Support, Application Development, Modernization & Transformation programs, Enterprise Applications (like SAP, Salesforce, ServiceNow, Workday, etc..), Data & AI , Cloud Applications.
3. Should have extensive experience in managing Infrastructure support and maintenance programs

Role / Responsibilities:

1. To ensure high quality delivery| operations and CSAT and overall governance
2. To ensure Delivery Governance through creating a facilitative operating environment
3. To partner with Account management teams for business growth planning
4. To drive relationship with the customer and other internal stakeholders.
5. To leverage practice propositions and initiatives to add value to the client
6. To lead the business review meeting with the customer and to ensure that customer visits by the client result in generation of additional business for HCL.
7. To drive the portfolio of projects/program for an identified client through optimum mix of resource within the given cost and margin and provide customer satisfaction that complies with the quality and delivery parameters
8. To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of time| cost and quality are met
9. To support business development activities to source further business from the existing client
10. To ensure customer engagement / satisfaction and referenceability
11. To guide, manage, develop and engage the team
12. To anchor process improvement/compliance and other organizational initiative
13. Monitor delivery performance, KPIs, SLAs, and ensure compliance with organizational standards
14. Identify, manage, and escalate risks/issues for seamless execution
15. Act as the primary point of contact for client leadership, ensuring strong engagement and satisfaction.
16. Manage relationships with CXO-level and senior stakeholders, acting as a trusted advisor
17. Ensure customer satisfaction and referenceability through delivery excellence
18. Identify opportunities for new deals, upselling, and service expansion
19. Collaborate with sales and presales teams for solutioning and proposals

Key Responsibilities

1. To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of time, cost and quality are met
2. To ensure business results including assistance in Project acquisition from Bid defense and Contract/Proposal review perspective
3. To  liaise with HR for recruitment / resourcing and guide and develop the team for better performance and retention
4. To ensure customer engagement / satisfaction and referencability
5. To anchor process improvement/compliance and other organizational initiatives

Skill Requirements

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Other Requirements

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