Description

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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).

7. 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)
🏢 Black Box
📍 Mumbai