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 so

📌 Service Delivery Manager (Mumbai)
🏢 Black Box
📍 Mumbai