Job Title: Delivery Manager
Reports To: Delivery Director / US or India Delivery Head
Department: Global Delivery Organization
Role Summary
The Delivery Manager is responsible for end-to-end client delivery outcomes, operational stability, and account growth within assigned accounts. This role operationalizes the 3 M Strategy (Manage, Monitor, Mine), ensures adherence to the Tiered Operating Model, and acts as the primary day-to-day delivery contact for clients. The Delivery Manager collaborates as a peer with global counterparts, drives client satisfaction, and proactively identifies risks and expansion opportunities.
Key Responsibilities
1. Delivery Execution (MANAGE)
- Own delivery commitments, including SLA tracking and quality assurance, for assigned accounts.
- Lead Agile sprint planning, execution, and demos in coordination with COEs, Solution Architects, and QA teams.
- Ensure hypercare stability (2–4 weeks post go-live) and transition to managed services.
- Manage resource allocation (onshore, nearshore, offshore) based on complexity and cost efficiency.
- Host weekly client delivery status meetings and internal syncs.
- Own major incident resolution, recovery planning, and corrective actions.
- Identify and implement process improvements to improve delivery efficiency and predictability.
2. Risk & Prospect Monitoring (MONITOR)
- Continuously monitor client leadership changes, operational shifts, and market dynamics.
- Flag risks early using the Account Health Dashboard (Green/Yellow/Red).
- Escalate delivery disputes or commercial risks to Delivery Director when thresholds are breached.
- Conduct continuous risk management and quality assurance checks.
3. Account Growth Support (MINE)
- Partner with Account Executive (AE) and Client Success Team to identify upsell/cross-sell opportunities.
- Participate in Quarterly Business Reviews (QBRs) for key or at-risk accounts.
- Provide delivery health summaries and expansion recommendations to AEs.
4. Governanc