Service Delivery Manager (DFS)

Job Summary

Is responsible for P&L of the engagement, ensuring all escalations are resolved as per agreed norms, provide reports & services as per SOW; and, implement various initiatives takenupfor Profit Improvement Plan.

Key Responsibilities

1. To anchor process improvement/compliance (human error reporting) and other organizational initiatives (automation , Lean IT implementation)
2. To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met.
3. To guide, manage, develop, engage the team thereby ensuring employee retention
4. To ensure customer engagement / satisfaction and referenceability
5. To ensure upskill/ creation of resources through internal academies/ trainings and growth rotation

Skill Requirements

• Oversees strategic plan, monitoring and adapting as needed
• Maintains project objectives
• Monitors production and quality to customer/stakeholder/sponsor standards
• Identifies and resolves issues and risks
• Reports on project progress, offers viable solutions and opportunities as they arise
• Implements change practices
• Manages resources to make sure schedule is on track
• Portfolio management
• Lead meetings and set expectations for project team
• Maintain budget
• Reporting on projects, portfolios and programmes
• For Infrastructure projects, a project manager uses the company’s technical infrastructure methodology and project experience to effectively interact with technical and functional infrastructure team members.
• Responsible for the design, development, and implementation of the project plan for each assigned project.
• Works with project teams to develop work break down structures and project estimates according to published standards.
• Ability to manage multiple projects simultaneously – implementations, CRs, maintenance.
• Ability to develop and manage project status reports – dashboards, burn-downs, slipping tasks.
• Experience with using MS Project to create and manage schedules.
• Responsible for developing resource plans and staffing models based upon the teams input and project plans.
• Responsible for tracking staffing burn against project financials.
• Interacts with BA/SME, technical, development, and test leads for cohesive design and sharing of best practices.
• Delivers areas of responsibility according to schedule.
• Knowledge of estimating methodologies and demonstrated ability to guide the team to develop a predictive plan.
• Ability to “look around the corner” and manage “problems” before they occur.
• Monitors team activities according to the project work plan to ensure tasks are completed on time, within budget.
• Assists other team members as needed or as time permits to foster a supportive, team environment.
• Ability to successfully track and manage project issues.
• Ensures there is regular and effective communication between teams; participates in the issue tracking procedures, and serve as gatekeeper of the issues.
• Plans and directs schedules as well as project budgets.
• Organizes project activities that may require interdepartmental meetings and communication ensuring completion of the program/project on schedule and within budget constraints

Other Requirements

• Bachelor’s degree required; masters preferred
• 10+ years’ experience in project management, especially larger projects with established firms and Overall 15+ years exp.
• PMP certification required; PMO experience preferred
• Experience in Agile teams
• Proven leadership skills
• Expertise in conflict resolution
• Analytical and strong organizational skills, with excellent verbal and written ability
• Proficiency with related software tools including but not limited to MS Project, MS Excel, etc.
• Knowledge of MS Office
• Ability to priorities and deliver to deadlines
• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Good working knowledge of MS OFFICE (Including and Visio)
• Should have a great customer handling skill
• Able to handle unforeseen situations
• Can drive HCL’s value and its methodology
• Be highly organized and a good multi-tasker.
• Detail-oriented
• To effectively manage cross functional teams to complete requirement analysis, solution identification, plan/ lead project deliverables
• To ensure customer satisfaction for project deliverable quality and security norms
• To prepare and submit weekly project status reports to confirm project progress to the customer
• To ensure that the project solutions/deliverables adhere to project framework and methodology compliance
• To analyze and submit financial reports of the project, portfolio or program to the customer