Service Delivery Lead
: Job Details :


Service Delivery Lead

hcltech

Location: Pittsburgh,PA, USA

Date: 2024-10-07T02:31:33Z

Job Description:

Responsibilities:

  • Accountable for service delivery, across multiple tracks, for one of our clients in the Digital space. Manage multiple diverse delivery teams located globally
  • Direct a team of Project Managers, Track Leads, Delivery Leads, group managers of large-scale, complex global projects that involve multiple stakeholders
  • Monitors day to day delivery management and engagement with multiple support units within the organization to ensure adherence to service level standards and to deliver a best-in-class service, meeting or exceeding all KPIs and within budget
  • Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
  • Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
  • Effectively assess and resolve high priority project risks
  • Ensure projects meet success parameters and ROI targets stated in the business case
  • Set the strategy for development, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
  • Act as the Voice of Customer, championing change and improvements across Customer experience, drive change and influence projects to support and achieve improvements in Customer Experience.
  • Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
  • Enhance quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
  • Tap additional account growth opportunities through networking & client relationship management
  • Aim at maximizing economic value and securing future competitive advantage
  • Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
  • Lead the WBR's MBR, QBR's with multiple stakeholders
  • Lead an effective resource planning team, ensuring that resource is fully utilized and any contract demand is effectively covered
  • Effective transition, pre-bid and RFP experience is an added advantage
  • Drive team towards transformed state and always look for opportunity to improve and run people independent process
  • P&L responsibility and account growth
  • Lead, inspire and co-ordinate team at all levels to create motivated and engaged colleagues

    • Minimum Skills to Hire:

  • Bachelors in Engineering with 15-20 years or Master's Degree with 15+ years' experience
  • 8-12 years' experience in managing large scale agile programs focused on global service delivery
  • 10+ years' experience with People Management and Stakeholder/Client Management
  • Previous experience with outsourced techno functional projects is a plus. Knowledge of Cloud environment is an added advantage
  • Excellent at managing and influencing a wide network of Client Stakeholders at senior levels
  • Ability to balance multiple projects, making strategic decisions on time, quality, and cost to deliver complex activities
  • Proficient in Agile methodology with an ability to adapt quickly to changing technology requirements
  • Strong understanding of Engg. Support Services (cloud products)
  • Good with numbers, analytical and logical skills are a must for the role along with flexibility on managing global delivery teams.
  • Ability to develop comprehensive and complex operational and strategic plans
  • Excellent budgeting, business financial and P&L skills
  • Advanced influencing and communication skills
  • Advanced client service skills and leadership capabilities
    • Apply Now!

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