Role Overview:

We are looking for a Delivery Manager with 10+ years of experience who can take end-to-end ownership of client accounts, drive delivery excellence, build strong senior-level client relationships, and contribute to account growth and retention.

The ideal candidate should be comfortable engaging directly with senior client stakeholders, including CTO/CXO-level executives, and should have a strong understanding of both delivery and business objectives.

Key Responsibilities:

Client Relationship Management:

- Own and strengthen relationships with key client stakeholders across assigned accounts.

- Establish trusted relationships with senior client stakeholders, including CTO/CXO-level executives.

- Act as a primary point of contact for client escalations and critical delivery matters.

- Understand the client's organizational structure, key decision-makers, business priorities, and expectations.

- Conduct regular client interactions and proactively address concerns before they become major escalations.

- Maintain strong client satisfaction and long-term relationships.

End-to-End Delivery Management:

- Take ownership of end-to-end delivery across assigned projects/accounts.

- Ensure projects are delivered within agreed scope, timelines, quality standards, and commercial commitments.

- Drive delivery governance, planning, risk management, issue resolution, and stakeholder communication.

- Proactively identify delivery risks and implement appropriate mitigation plans.

- Ensure escalations are handled effectively and resolved at the appropriate level.

- Coordinate with internal delivery, technology, operations, and leadership teams to ensure seamless execution.

Account Growth & Mining:

- Identify opportunities for account expansion, cross-selling, and up-selling.

- Understand client business needs and identify areas where additional solutions or services can create value.

- Work closely with internal sales/business teams to convert identified opportunities into account growth.

- Contribute to account retention and strengthen the organization's position within the client account.

- Demonstrate a clear understanding of the commercial value and growth potential of assigned accounts.

Commercial & Financial Management:

- Participate in commercial discussions with clients, including rates, change requests, renewals, estimates, and scope changes.

- Understand project/account commercials and their impact on revenue and margins.

- Support budgeting, forecasting, resource planning, and financial management for assigned accounts.

- Work with relevant stakeholders to manage commercial risks and ensure profitability.

- Take ownership of commercial conversations within the defined authority and approval framework.

Stakeholder & Escalation Management:

- Serve as the senior escalation point for client-facing delivery issues.

- Independently manage critical situations and determine when additional internal support is required.

- Engage the appropriate internal stakeholders to resolve complex delivery, operational, or commercial challenges.

- Maintain clear communication with clients throughout the resolution process.

- Ensure escalations are converted into opportunities to strengthen client confidence and relationships.

Team & Resource Management:

- Provide leadership and direction to delivery teams across assigned projects/accounts.

- Work closely with project managers, technical leads, and other functional teams to ensure effective execution.

- Support resource planning and ensure appropriate skills and capacity are available to meet client commitments.

- Promote accountability, collaboration, and delivery excellence across teams.

Delivery Excellence & Continuous Improvement:

- Establish and maintain effective delivery governance and operational processes.

- Drive continuous improvement, automation, optimization, and operational excellence initiatives.

- Monitor delivery performance against agreed KPIs and client expectations.

- Identify opportunities to improve efficiency, quality, productivity, and customer experience.