Job Title: Delivery Manager

Location: Gurugram, Haryana

Job Overview:

We are seeking a highly skilled and dynamic Delivery Manager to oversee and ensure the smooth delivery of projects across our Departments (UX/UI Design, Tech & Digital Marketing).

This role requires managing a team of Account Managers and Project Managers, handling all client escalations, and ensuring seamless inter and intra-team communication.

The Delivery Manager will play a critical role in driving efficiency, meeting deadlines, and maintaining client satisfaction.

Key Responsibilities:

Project Delivery Management

- Oversee project delivery across all Departments to ensure on-time, high-quality outcomes.

- Monitor progress and address potential roadblocks proactively.

- Develop and implement processes to optimize delivery timelines and quality.

Team Management

- Act as the reporting manager for all Account Managers and Project Managers.

- Conduct regular team reviews to evaluate performance and provide constructive feedback.

- Facilitate collaboration across teams to align goals and priorities.

Client Escalation Management

- Serve as the first point of contact for client escalations.

- Resolve issues swiftly and effectively, ensuring client satisfaction and retention.

- Establish protocols to minimize future escalations and improve service levels.

Communication and Coordination

- Manage inter and intra-team communication for seamless operations.

- Act as a bridge between creative, technical, marketing and account teams to ensure alignment.

- Host regular status update meetings and share insights with leadership.

Reporting and Analysis

- Provide detailed project status reports to leadership, including risks and opportunities.

- Analyze delivery metrics and recommend improvements for efficiency.

Key Performance Indicators (KPIs):

- On-time project delivery percentage.

- Reduction in client escalations.

- Team productivity and performance metrics.

- Client satisfaction and retention rates.

- Process improvement implementation rate.

Qualifications and Skills:

- Experience: Minimum 7-9 years in project delivery or operations management, preferably in IT services, digital marketing, or design agencies.

- Leadership Skills: Proven ability to lead and motivate teams effectively.

- Client Management: Expertise in handling escalations and building strong client relationships.

- Process Orientation: Strong understanding of delivery processes and project management tools (Jira, Trello, Slack, Zoho Projects, etc).

- Communication: Excellent verbal and written communication skills.

- Problem-Solving: Ability to make quick decisions under pressure while balancing multiple priorities