Key Responsibilities

Delivery Management

• Ensure seamless delivery of global projects
• Resolve project escalations, potential risks, or early warning of signs on project delivery to eliminate any revenue leakage
• P&L ownership
• Support for all engagements - Fulfilment, Seed Resources, Transition Management, delivery center requirements, etc.
• Ensure resources, capabilities, and capacity to meet both existing and new business demand - Ownership of all local staffing
• Processes adherence to proactively protect consistent service quality through rigorous change management and service level agreements
• Review & support proposals, customer demos
• Focus on SLA management and drive customer satisfaction across customers.
• Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
• Primary contact for the crisis and escalation management

Client Relationship Management

• Engage with client to create stronger value proposition for Integra and enhance share of business
• Conduct regular customer connects,business reviews withclientto understand customer’s currentand future needs and seek feedback to improve delivery
• Identify and close early warnings on project delivery to avoid any customerescalations
• Drive delivery transformation with client toadapt to new delivery models and instil new ways of working in customerorganization

Pre-Sales

• Engage with existing customers to identify new businessopportunities and increase the existing portfolio
• Support pre-sales team to create and propose relevant solutionsto the customer requirements/proposals
• Support sales team with acquisition and traction of new opportunities byunderstanding the customer needs and being the delivery face to the customer
• Support with all regional pre-sales information, case studies etc
• Review sales projections and prepare demand forecasting & resource planning for execution

Operational Excellence

• Program management – Scope, Schedule, Quality and end to end management
• Team management skills – Work with distributed teams
• Drive L&D needs of the team
• Overall cost management
• Bench Management - Tagging Issues, Local pool management,
• Own building of a local ecosystem for all 3rd levels efficient survey,party suppliers & partners
• Work with all support functions - Ensure account-levelsefficient issue management by all support functions in all the region.
• Manages contractual compliance & otheraccount requirements like audits, CSAT, MSA, etc.
• Track reporting of , execution metrics, with deep-dives on individual Geo/ practice performance
• Ensuring account audits & CSAT survey are conducted on time; report results & flag issues

Leadership

• Motivates, develops and mentors the team
• Employee Engagement
• Training management: plan and execution tracking
• Key Requirements
• 15-to 20 years of relevant experience in the IT industry with exposure in working with North America clients in North America
• Solid knowledge of delivery management, various delivery models etc., andUnderstandings of the Delivery life cycle well.
• Working experience of emerging technologies, various platforms, tools, and products and their respective applications.
• Ability to manage large Projects management / Programs management / Transitions Management
• In-depth understanding of the SDLC
• Delivery management
• Experience in a client-facing role
• Solutioning, experience in managed services
• Awareness of global industry trends and directions and their impact on IT services
• Domain experience in communications would be an advantage
• Exposure to sales and customer relationship management
• Agile/DevOps Development methodology
• Experience in delivery of digital and transformation engagements especially leveraging, data, analytics, and insights Knowledge of digital technologies and frameworks such as Angular,React, etc