Job Title: Technical Program Manager/Delivery Manager
* Manage delivery for key customers across all technological tracks.
* Lead teams across technologies, fostering a collaborative and productive work environment.
* Ensure regular updates to customer stakeholders through WSRs.
* Conduct MBRs and QBRs.
* Deliver high customer satisfaction.
Key Responsibilities:
1. Guarantee projects are delivered on time, within scope, and budget by working with technology teams.
2. Collaborate closely with customer stakeholders and ensure project scope is well understood and documented according to defined standards.
3. Manage and lead teams across technologies, promoting a collaborative and productive work environment.
4. Work with the PMO to ensure quality control procedures meet high standards in delivery.
5. Act as a delivery point of contact for Customers, understanding their needs, managing expectations, and ensuring the highest customer satisfaction.
6. Service/Project Review meetings with Customer and Management
7. Adept customer-specific processes and methodologies.
8. Proactively identify, evaluate, and mitigate project risks effectively.
9. Ensure project teams meet SLAs and avoid service credits / penalties.
10. Drive continuous improvement initiatives to enhance project delivery processes, methodologies, and best practices.
11. Apply effective conflict resolution and negotiation tactics to maintain high-level performance within service teams.
12. Establish and monitor KRAs and KPIs as performance metrics for team members.
13. Support hiring the right resources for various tracks as roles get identified by working with TAG teams.
14. Guarantee SOWs are signed and Invoices cleared on-time by working with finance teams and customer stakeholders.
15. Continuously work with individual members in project teams to ensure their contributions are made visible to Customers in terms of activities/stories/Jira Tickets as applicable on a weekly basis and obtain continuous feedback on team performance, course-correcting as needed.
16. Work with customer stakeholders to identify opportunities, proactively create proposals with efforts, solutioning, and financials.