Key Responsibilities

- Service Delivery &
- Project Management

- Manage end-to-end delivery of SI projects and support services.

- Ensure project execution within scope, timeline, budget, and quality standards.

- Monitor project milestones, dependencies, and deliverables.

- Conduct project reviews and governance meetings with customers and internal stakeholders.

- Ensure successful UAT, project acceptance, and handover to operations teams.

- Customer Relationship Management

- Act as the primary point of contact for key customers.

- Build and maintain robust customer relationships.

- Conduct periodic service reviews and business review meetings.

- Address customer concerns and escalations proactively.

- Drive customer satisfaction and retention.

- Financial &

- Commercial Management

- Ensure achievement of revenue and profitability targets.

- Monitor project costs, margins, and resource utilization.

- Validate project billing and support collection activities.

- Identify opportunities for cost optimization and efficiency improvements.

- Support commercial discussions, change requests, and contract management.

- Resource Management

- Plan and allocate resources effectively across projects.





- Monitor productivity and utilization of delivery teams.

- Support recruitment, onboarding, and workforce planning.

- Drive employee development, training, and certification initiatives.

- Build succession plans for critical roles.

- Governance, Compliance &

- Quality

- Ensure adherence to organizational policies and delivery processes.

- Maintain project documentation and compliance records.

- Conduct risk assessments and mitigation planning.

- Support internal and external audits.

- Drive continuous improvement initiatives and quality standards.

- Business Development Support

- Identify upselling and cross-selling opportunities within existing accounts.

- Support presales teams in solution discussions and customer presentations.

- Participate in customer visits and solution workshops.

- Provide delivery inputs for proposals and statements of work (SOWs).

- Escalation &

- Risk Management

- Manage critical customer and project escalations.

- Ensure timely resolution of issues impacting delivery.

- Maintain risk registers and mitigation plans.

- Coordinate with OEMs, partners, and internal support teams for issue resolution.

📌 Service Delivery Manager (Mumbai)
🏢 BlackBox
📍 Mumbai