Job Description

Role description




Owns and manages project-specific delivery; responsible for day-to-day resource management and project SoW execution ensuring delivery & cost excellence




Key responsibilities




Drive delivery execution and delivery excellence in adherence to SLAs


- Primary owner for delivery execution & management: deliver to project SLAs & contractual requirements, project reviews, resource planning, budget and SLA management


- Track employee motivation and CSAT scores; maintain healthy work environment on projects to keep employee attrition in check


- Provide technical oversight for project & day-to-day problem resolution; Carry out day-to-day resource management- assignment of tasks, staffing, release and training


- Ensuring operational delivery excellence; drive process maturity through adoption of best practices shared by assurance team


- Ensure operational metrics for project are aligned to planned margins: execute project in-line with planned utilization, shoring and pyramid ratios


- Proactively share inputs with ADMs & Horizontal heads on project-specific issues on resource requirements, underperformance or scope


- Conduct periodic reviews and performance evaluation of project resources and drive improvement through regular feedback; ensure timely validation and approval of timesheets




Lead governance activities for own project & support ADMs in account-level governance


- Track and monitor project specific KPIs and report the same in prescribed format; share inputs with ADMs to support account-level tracking


- Forecast resource cost on existing projects and share inputs with ADMs


- Support ADMs in identification of margin improvement initiatives; driving implementation


- Coordinate with Solutioning team for technical onboarding / understanding on solution deployed in the project


- Onboard resources, assign roles & responsibilities and assess trainings needs; create project-specific delivery plan in line with overall project plan


- Coordinate account governance activities with ADMs and provide inputs to finance on invoicing, WIP revenue, validate accuracy for project cost loaded in the P&L




Drive customer satisfaction by supporting ADM establish strong connect with key client stakeholders


- Support frequent communication & periodic check-ins with client to build relationship


- Support ADM/AM/Horizontal Head in technical query & escalation resolution

Key Interfaces

- Coordinate regularly with ADMs for overall account/project governance covering delivery


execution, development of project plan, implementation of margin initiatives, client


engagement and resourcing decisions


- Collaborate with, and share inputs on growth & innovation investment agenda with


Horizontal Head; Horizontal Head/GSO to lead and put forth to investment committee


- Work with ADMs to identify & pursue growth opportunities in the account


- Collaborate with Delivery Assurance & Quality Mgmt. teams to ensure delivery excellence,


and/or productivity initiatives are incorporated into the delivery model


- Work with Finance on financial reporting and customer billing






Key Metrics




KPIs


- Utilization %


- Client satisfaction (CSAT)


- Attrition %


- Project overruns (% and #)




KRAs


- Delivery efficiency metrics (Span of


control, Pyramid, Shoring)


- Delivery Quality scores (#Red projects,


SLA compliance, COQ, COPQ)