Delivery Manager

Location: Kolkata / Thane
Experience: 10–15 Years

Education

- B.Com / M.Com – Accounting & Finance

- MBA – Finance

- ICWA

- CA

Job Summary

We are looking for an experienced Delivery Manager to manage client relationships, service delivery, operational performance, people management, infrastructure, and financial performance for a large-scale operation.

The candidate will be responsible for leading teams of up to 400 members , managing client-defined SLAs and internal metrics, driving continuous improvement, managing escalations, and ensuring operational, financial, and compliance objectives are achieved.

Key Responsibilities

Customer Management

- Manage and strengthen client relationships.

- Lead client meetings and discussions.

- Govern, review, and manage client-defined SLAs and internal performance metrics .

- Work closely with multiple client stakeholders to understand business requirements.

- Take a proactive approach to planning and execution to meet customer expectations.

- Develop and drive service improvements based on Root Cause Analysis (RCA), trends, and customer feedback .

Delivery Management

- Analyze daily performance indicators and drive performance improvements.

- Develop strategies to achieve consistent performance against agreed SLAs.

- Drive continuous improvement initiatives.

- Ensure appropriate staffing and maintain the future staffing pipeline.

- Establish clear internal and external governance structures.

- Lead periodic customer review discussions.

- Provide leadership, guidance, and feedback on individual and team performance.

- Maintain strong relationships with internal and external stakeholders.

- Drive adherence to audit and compliance requirements.

- Understand project costs, budgets, gross margins, revenue, and cost levers.

- Own and manage P&L; for the location .

- Manage escalations and ensure timely resolution.

People Management

- Lead a team of up to 400 team members across various roles.





- Conduct performance evaluations at the location level.

- Drive employee engagement, motivation, and retention initiatives.

- Provide job-enrichment opportunities and create platforms for internal career growth.

- Mentor and guide team members and leaders.

Infrastructure Management

- Ensure software and hardware infrastructure remains operational for smooth business delivery.

- Ensure availability of technical support during outages.

- Maintain effective backup plans to minimize production impact.

- Ensure effective seat utilization.

- Collaborate with operations support functions to maintain smooth and efficient project operations.

Required Skills & Competencies

- Customer Focus

- Delivery Management

- Strong Analytical Skills

- Team Leadership

- People Management

- Client Relationship Management

- SLA Management

- Stakeholder Management

- Performance Management

- P&L; Management

- Escalation Management

- Business Judgment

- Continuous Improvement

- Solid Communication & Presentation Skills

- Relationship Building & Networking

- Conflict Management

- Coaching & Mentoring

- Strong Execution Skills

- Governance & Compliance

- Problem Solving

- Ability to manage multiple priorities and deadlines

- Ability to work effectively in ambiguous and changing environments

- Strong interpersonal and facilitation skills

Key Leadership Expectations

- Drive operational excellence and consistent service delivery.

- Build strong customer and stakeholder relationships.

- Ensure accountability across teams.

- Identify business improvement and growth opportunities.

- Drive performance against SLAs and business objectives.

- Maintain a culture of engagement, ownership, and continuous improvement.

- Demonstrate flexibility and willingness to work across available shifts.

Eligibility & Other Requirements

- Ex-TCS employees are not eligible to apply.

- PAN and Date of Birth (DOB) are required for profile creation.

- Candidate should be willing to work from Kolkata or Thane .

📌 Delivery Manager | Overall Securities Delivery Manager (Kolkata)
🏢 Gratitude
📍 Kolkata