Adeptia - Service Delivery Manager - Project Risk Management & Implementation

Job Description

1. Customer/Delivery Management :- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence from Offshore- Delivering customer satisfaction and overall excellence by identifying opportunities or issues and assisting with speedy resolution- Serve as an escalation point for customer concerns if/when they arise- Manage, negotiate and resolve project risks effectively- Developing a plan that best leverages resources and strategies to meet customer expectations- Balancing the needs of the customer against internal initiatives and goals- Managing stakeholders towards optimal solutions while helping them understand resource constraints and prioritization 2. Process Management : - Responsible for management and reporting and optimizing processes- Enforcing standard methodologies, processes and tools- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams. 3. Project Management : - Monitoring and managing end-to-end delivery of projects, scope, time and budget- Juggling multiple and conflicting priorities in a timely and sensitive way- Managing multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.- Demonstrate knowledge of the competency principles and practices, including coaching, learning and mentoring the team 4. Team/Resource Management : - Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources- Working with project teams to determine necessary activities to successfully deliver projects throughout the given service line or function- Ensuring that the right type and number of resources that are required to fulfil the planned projects are available and in place through cooperation with Resource Planners- Holding the teams to the highest standards, project discipline and accountability - Identifying appropriate resolution to achieve client satisfaction in a timely manner- Providing leadership and direction to project team members 5. Knowledge and Skills Requirements : - Proven track record of delivering a collection of projects- 15+ years of business development, project delivery and client relationship management in a technology environment- Strong customer orientation and ability to manage customer expectations- Ability to develop strategic plans and translate them to actionable roadmaps- Good people leadership skills- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change- Able to effectively manage and influence senior leaders as well as a broad range of stakeholder- Ability to manage risk, and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively- Strong collaboration skills to build teams across business boundaries- Leadership skills to successfully lead large, diverse and virtual teams. Agile working experience necessary. - Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality- Experience in a cross-border role, successfully managing multiple complex projects at a global level 6. Education : A degree in Computer Science and/or a business-related degree; or equivalent work experience 7. Experience : - 15+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs- Significant experience in a customer service role and business management role- Work experience in a professional services industry preferred- Experience managing external vendors, commercial negotiations- Excellent relationship building and interpersonal skills, including cross-cultural competence- Proven delivery excellence ideally using Agile and Waterfall- Strong leadership qualities and a passion for building high performing teams 8. Certification Requirements : - Certifications in Project Management, Business Analysis and Project Assurance would be beneficial to perform this role- Familiarity with ITIL 3 would be advantageous CTC will be based on skill & experience ,

Keyskills :
service deliveryitilproject managementdeliverysladelivery of projectsclient relationship managementit servicesmusic makingproject teamscustomer service