Job Description

Delivery & Program Management

• Own end-to-end delivery across CIS, DOP, ICD, and DAAI service lines

• Ensure SLA, KPI, and contractual commitments are consistently met

• Drive integrated delivery planning, execution, and reporting across SLs

• Manage risks, issues, dependencies, and escalations across programs

Client Management & SPOC Role

• Act as the single point of contact for the client on delivery and operations

• Build and sustain strong client relationships at operational and leadership levels

• Lead governance forums, service reviews, and executive connect

• Proactively manage client expectations and satisfaction

Account & Financial Management

• Support account P&L through cost control, forecasting, and optimization

• Track billing, revenue assurance, and change requests

• Partner with account leadership on growth, renewals, and scope expansion

Service Integration & Governance

• Ensure coordination and alignment across all service lines

• Drive standardized processes, reporting, and service integration model

• Ensure compliance with internal governance, audit, and quality standards

Stakeholder & Team Leadership

• Work closely with service line leads, offshore delivery teams, and enabling functions

• Enable collaboration across onshore–offshore teams

• Provide clear direction, prioritization, and escalation management

Required Skills & Experience

• Strong experience in Program / Delivery Management in large enterprise accounts

• Proven ability to manage multi–service line delivery and complex stakeholders

• Solid understanding of IT services across CIS, DOP, ICD, and DAAI

• Experience in client-facing roles with onsite presence

• Strong governance, risk management, and communication skills

• Financial acumen with exposure to account management and commercials

Technical Leadership & Expertise (Mandatory)

• Strong hands-on understanding of IT Infrastructure, Applications, and Data platforms

• Ability to engage in deep technical discussions

across: -Infrastructure: Cloud (Azure/AWS), Data Centers, Network, Security, End User Services, ITSM

• Applications: Enterprise apps, custom applications, integrations, support & modernization

• Data: Data platforms, analytics, data engineering, reporting, governance, and compliance

• Capable of translating technical issues into business impact for client leadership

• Provide technical oversight and challenge solution approaches across CIS, DOP, ICD, and DAAI

• Drive root cause analysis, corrective actions, and preventive improvements for complex issues

• Ensure technical alignment across service lines for integrated delivery and solution consistency