Role description Owns and manages project-specific delivery; responsible for day-to-day resource management and project SoW execution ensuring delivery & cost excellence Key responsibilities Drive delivery execution and delivery excellence in adherence to SLAs• Primary owner for delivery execution & management: deliver to project SLAs & contractual requirements, project reviews, resource planning, budget and SLA management
Track employee motivation and CSAT scores; maintain healthy work environment on projects to keep employee attrition in check
Provide technical oversight for project & day-to-day problem resolution; Carry out day-to-day resource management- assignment of tasks, staffing, release and training
Ensuring operational delivery excellence; drive process maturity through adoption of best practices shared by assurance team
Ensure operational metrics for project are aligned to planned margins: execute project in-line with planned utilization, shoring and pyramid ratios
Proactively share inputs with ADMs & Horizontal heads on project-specific issues on resource requirements, underperformance or scope
Conduct periodic reviews and performance evaluation of project resources and drive improvement through regular feedback; ensure timely validation and approval of timesheets Lead governance activities for own project & support ADMs in account-level governance• Track and monitor project specific KPIs and report the same in prescribed format; share inputs with ADMs to support account-level tracking
Forecast resource cost on existing projects and share inputs with ADMs
Support ADMs in identification of margin improvement initiatives; driving implementation
Coordinate with Solutioning team for technical onboarding / understanding on solution deployed in the project
Onboard resources, assign roles & responsibilities and assess trainings needs; create project-specific delivery plan in line with overall project plan
Coordinate account governance activities with ADMs and provide inputs to finance on invoicing, WIP revenue, validate accuracy for project cost loaded in the P&L Drive customer satisfaction by supporting ADM establish strong connect with key client stakeholders• Support frequent communication & periodic check-ins with client to build relationship
Support ADM/AM/Horizontal Head in technical query & escalation resolution Key Interfaces• Coordinate regularly with ADMs for overall account/project governance covering delivery execution, development of project plan, implementation of margin initiatives, client engagement and resourcing decisions• Collaborate with, and share inputs on growth & innovation investment agenda with Horizontal Head; Horizontal Head/GSO to lead and put forth to investment committee• Work with ADMs to identify & pursue growth opportunities in the account• Collaborate with Delivery Assurance & Quality Mgmt. teams to ensure delivery excellence, and/or productivity initiatives are incorporated into the delivery model• Work with Finance on financial reporting and customer billing Key Metrics KPIs
Utilization %
Client satisfaction (CSAT)
Attrition %
Project overruns (% and #) KRAs
Delivery efficiency metrics (Span of
control, Pyramid, Shoring)
Delivery Quality scores (#Red projects,
SLA compliance, COQ, COPQ)