EY - Service Delivery Manager

Service Delivery Manager is responsible to running the delivery unit end to end starting with demand generation, conceptualization, project kick-off, delivery and post deployment support. This would also include people management, project tracking and reporting

Essential Functions of the Job:

(Identify and describe essential functions, or primary duties and responsibilities. Assume that the reader does not know the role or function of the job.)

- Primary responsible for strategic planning, defining and delivering end-end to project/product development life cycle

- Accountable for on time delivery with quality

- Accountable for identifying project risks and working with stakeholders on mitigating those

- Accountable for monitoring and controlling the operational metrics and score cards

- Convert broad ideas into rationalized product definitions and specifications and collaboratively deliver products in a timely manner

- Define and manage the delivery team's overall operational score card

- Accountable for customer relationship management

- Generate demands by working with customers

- Liaison between delivery team and senior Leadership team

- Team handling and conflict resolution

- Monitoring for the performance of the teams

- Responsible for process adherence

- Responsible for Cost Savings and Productivity Improvement initiatives

- Responsible for Service Improvement plans and Continuous improvement plans

Analytical/Decision Making Responsibilities:

(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others. Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)

- Flexibility to adapt to changes quickly

- Ability to articulate and express thoughts logically

- Strong strategic aptitude and feel for the organization

- Ability to define a winning business strategy adapting to the organization changing needs

Knowledge and Skills Requirements:

(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioural in nature.)

- Must have strong exposure pre sales activity

- Excellent relationship management skills, analytical skills and must be metrics driven

- Strong written and verbal communication skills

- Solid hands on experience in managing SDLC lifecycle and end- end delivery

- Strong organizational skills and ability to prioritize work/ projects

Job Requirements:

Education:

(What is the minimum level of education needed/suggested to perform this job- )

- B.Tech/ BE / MCA Computer Science or a related discipline

Experience:

(What is minimum number of years needed/suggested to perform this job- )

- Work experience of 15 to 18 years in IT industry handling global customers

Certification Requirements:

(Describe and explain any certifications and/or licenses needed or helpful to perform this job).

- Project management related certification like PMP is mandatory