Delivery Manager

Location: Kolkata / Thane
Experience: 10–15 Years

Education

• B.Com / M.Com – Accounting & Finance

• MBA – Finance

• ICWA

• CA

Job Summary

We are looking for an experienced Delivery Manager to manage client relationships, service delivery, operational performance, people management, infrastructure, and financial performance for a large-scale operation.

The candidate will be responsible for leading teams of up to 400 members, managing client-defined SLAs and internal metrics, driving continuous improvement, managing escalations, and ensuring operational, financial, and compliance objectives are achieved.

Key Responsibilities

Customer Management

• Manage and strengthen client relationships.

• Lead client meetings and discussions.

• Govern, review, and manage client-defined SLAs and internal performance metrics.

• Work closely with multiple client stakeholders to understand business requirements.

• Take a proactive approach to planning and execution to meet customer expectations.

• Develop and drive service improvements based on Root Cause Analysis (RCA), trends, and customer feedback.

Delivery Management

• Analyze daily performance indicators and drive performance improvements.

• Develop strategies to achieve consistent performance against agreed SLAs.

• Drive continuous improvement initiatives.

• Ensure appropriate staffing and maintain the future staffing pipeline.

• Establish clear internal and external governance structures.

• Lead periodic customer review discussions.

• Provide leadership, guidance, and feedback on individual and team performance.

• Maintain strong relationships with internal and external stakeholders.

• Drive adherence to audit and compliance requirements.

• Understand project costs, budgets, gross margins, revenue, and cost levers.

• Own and manage P&L for the location.

• Manage escalations and ensure timely resolution.

People Management

• Lead a team of up to 400 team members across various roles.

• Conduct performance evaluations at the location level.

• Drive employee engagement, motivation, and retention initiatives.

• Provide job-enrichment opportunities and create platforms for internal career growth.

• Mentor and guide team members and leaders.

Infrastructure Management

• Ensure software and hardware infrastructure remains operational for smooth business delivery.

• Ensure availability of technical support during outages.

• Maintain effective backup plans to minimize production impact.

• Ensure effective seat utilization.

• Collaborate with operations support functions to maintain smooth and efficient project operations.

Required Skills & Competencies

• Customer Focus

• Delivery Management

• Strong Analytical Skills

• Team Leadership

• People Management

• Client Relationship Management

• SLA Management

• Stakeholder Management

• Performance Management

• P&L Management

• Escalation Management

• Business Judgment

• Continuous Improvement

• Strong Communication & Presentation Skills

• Relationship Building & Networking

• Conflict Management

• Coaching & Mentoring

• Strong Execution Skills

• Governance & Compliance

• Problem Solving

• Ability to manage multiple priorities and deadlines

• Ability to work effectively in ambiguous and changing environments

• Strong interpersonal and facilitation skills

Key Leadership Expectations

• Drive operational excellence and consistent service delivery.

• Build strong customer and stakeholder relationships.

• Ensure accountability across teams.

• Identify business improvement and growth opportunities.

• Drive performance against SLAs and business objectives.

• Maintain a culture of engagement, ownership, and continuous improvement.

• Demonstrate flexibility and willingness to work across available shifts.

Eligibility & Other Requirements

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for profile creation.

• Candidate should be willing to work from Kolkata or Thane.