Project Manager (DFS)
India
Job Description
Project Manager (DFS)
Gautam Buddha Nagar, Uttar Pradesh
Job Summary
Own end-to-end service delivery, ensuring achievement of contractual SLAs, operational KPIs, customer satisfaction, and business objectives. Lead operational governance, incident management, escalations, and service recovery to maintain service stability and performance. Drive workforce planning, capacity management, productivity improvement, and resource optimization to meet business demand. Monitor operational metrics, analyze trends, and provide performance updates to client and internal stakeholders. Act as the primary point of contact for customer escalations and critical service issues. Lead and develop Team Leads and support teams to build a high-performing delivery organization. Drive root cause analysis, risk mitigation, and preventive actions for recurring operational challenges. Partner with WFM, Quality, Training, HR, and support functions to enhance service delivery and customer experience. Support account growth, transformation programs, and continuous service improvement initiatives.
Job Responsibilities : Own end-to-end service delivery, ensuring achievement of contractual SLAs, operational KPIs, customer satisfaction, and business objectives. Lead operational governance, incident management, escalations, and service recovery to maintain service stability and performance. Drive workforce planning, capacity management, productivity improvement, and resource optimization to meet business demand. Monitor operational metrics, analyze trends, and provide performance updates to client and internal stakeholders. Act as the primary point of contact for customer escalations and critical service issues. Lead and develop Team Leads and support teams to build a high-performing delivery organization. Drive root cause analysis, risk mitigation, and preventive actions for recurring operational challenges. Partner with WFM, Quality, Training, HR, and support functions to enhance service delivery and customer experience. Support account growth, transformation programs, and continuous service improvement initiatives.
Skill Requirement : experience in managing customer operations, stakeholder engagement, SLA-driven delivery, and service transformation initiatives
Other Requirement : experience in managing customer operations, stakeholder engagement, SLA-driven delivery, and service transformation initiatives
Key Responsibilities
1. To effectively manage cross functional teams to complete requirement analysis, solution identification, plan/ lead project deliverables
2. To prepare and submit weekly project status reports to confirm project progress to the customer
3. To ensure customer satisfaction for project deliverable quality and security norms
4. To ensure that the project solutions/deliverables adhere to Global Project Management framework and methodology compliance
5. To analyze and submit P&L reports of the project to the customer
2. To prepare and submit weekly project status reports to confirm project progress to the customer
3. To ensure customer satisfaction for project deliverable quality and security norms
4. To ensure that the project solutions/deliverables adhere to Global Project Management framework and methodology compliance
5. To analyze and submit P&L reports of the project to the customer
Skill Requirements
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Other Requirements
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Information at a Glance