Position: Delivery Manager
Location: Lansing MI (initially remote)
Duration: Full time
Client: Tech Mahindra
Job Description:
· Oversee workers, facilitate meetings, and ensure that products and services satisfy consumers.
· Manage end-to-end delivery of programs and projects to meet customer needs, and responsible for customer relationships across their span of control.
· Leading a team of geographically dispersed resources to deliver technology projects on time and within budget for the domain and geography for which they have responsibility
· Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific line of business and geographic responsibilities
· Work with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
· Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with Resource Planners
· Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
· Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
· Responsible for financial management and reporting and optimizing processes
· Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the PMO and the senior leadership.
· Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization
· Holding the teams to the highest standards, project discipline and accountability.
· Must be able to work within a matrix organization – balancing the needs of the customer against firm initiatives and goals
· Must be able to identify appropriate product/service offerings to meet the client’s needs
· Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
· Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.
· Identify, manage and resolve complex issues, preventing escalations, where possible
· Manage, negotiate and resolve project risks effectively
· Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
· Leader and team player – sets example for project managers, business analysts and others to follow
· Create an open, honest, accountable and collaborative team environment
· 15+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
· Significant experience in a customer service role and business management role
· Work experience in a professional services industry, preferred
· Experience managing external vendors, commercial negotiations
· Excellent relationship building and interpersonal skills, including cross-cultural competenc