About this role
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)