About this role
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 strong 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 solution workshops. • Provide delivery inputs for proposals and statements of work (SOWs). 7. Escalation & Risk Management
• Manage critical customer and project escalations. • Ensure timely resolution of issues impacting delivery. • Maintain risk registers and mitigation plans. • Coordinate with OEMs, partners, and internal support teams for issue resolution.