We are looking for 10 plus year experienced Delivery Manager who can take end-to-end ownership of client accounts, drive delivery excellence, build solid senior-level client relationships, and contribute to account growth and retention.

The ideal candidate should be comfortable engaging directly with senior client stakeholders, including CTO/CXO-level executives, and should have a strong understanding of both delivery and business objectives.

Key Responsibilities

1. Client Relationship Management

- Own and strengthen relationships with key client stakeholders across assigned accounts.
- Establish trusted relationships with senior client stakeholders, including CTO/CXO-level executives.
- Act as a primary point of contact for client escalations and critical delivery matters.
- Understand the client's organizational structure, key decision-makers, business priorities, and expectations.
- Conduct regular client interactions and proactively address concerns before they become major escalations.
- Maintain strong client satisfaction and long-term relationships.

2. End-to-End Delivery Management

- Take ownership of end-to-end delivery across assigned projects/accounts.
- Ensure projects are delivered within agreed scope, timelines, quality standards, and commercial commitments.
- Drive delivery governance, planning, risk management, issue resolution, and stakeholder communication.
- Proactively identify delivery risks and implement appropriate mitigation plans.
- Ensure escalations are handled effectively and resolved at the appropriate level.
- Coordinate with internal delivery, technology, operations, and leadership teams to ensure seamless execution.

3. Account Growth & Mining

- Identify opportunities for account expansion, cross-selling, and up-selling.
- Understand client business needs and identify areas where additional solutions or services can create value.
- Work closely with internal sales/business teams to convert identified opportunities into account growth.




- Contribute to account retention and strengthen the organization's position within the client account.
- Demonstrate a clear understanding of the commercial value and growth potential of assigned accounts.

4. Commercial & Financial Management

- Participate in commercial discussions with clients, including rates, change requests, renewals, estimates, and scope changes.
- Understand project/account commercials and their impact on revenue and margins.
- Support budgeting, forecasting, resource planning, and financial management for assigned accounts.
- Work with relevant stakeholders to manage commercial risks and ensure profitability.
- Take ownership of commercial conversations within the defined authority and approval framework.

5. Stakeholder & Escalation Management

- Serve as the senior escalation point for client-facing delivery issues.
- Independently manage critical situations and determine when additional internal support is required.
- Engage the appropriate internal stakeholders to resolve complex delivery, operational, or commercial challenges.
- Maintain clear communication with clients throughout the resolution process.
- Ensure escalations are converted into opportunities to strengthen client confidence and relationships.

6. Team & Resource Management

- Provide leadership and direction to delivery teams across assigned projects/accounts.
- Work closely with project managers, technical leads, and other functional teams to ensure effective execution.
- Support resource planning and ensure appropriate skills and capacity are available to meet client commitments.
- Promote accountability, collaboration, and delivery excellence across teams.

7. Delivery Excellence & Continuous Improvement

- Establish and maintain effective delivery governance and operational processes.
- Drive continuous improvement, automation, optimization, and operational excellence initiatives.
- Monitor delivery performance against agreed KPIs and client expectations.
- Identify opportunities to improve efficiency, quality, productivity, and customer experience.

📌 Delivery Manager (Remote) (Kerala)
🏢 Reflections Info Systems
📍 Kerala