Key Responsibilities
1. Service Delivery & Project Management
- Manage end-to-end delivery of SI projects and support services.
- Ensure project execution within scope, timeline, budget, and quality standards.
- Monitor project milestones, dependencies, and deliverables.
- Conduct project reviews and governance meetings with customers and internal stakeholders.
- Ensure successful UAT, project acceptance, and handover to operations teams.
2. Customer Relationship Management
- Act as the primary point of contact for key customers.
- Build and maintain strong customer relationships.
- Conduct periodic service reviews and business review meetings.
- Address customer concerns and escalations proactively.
- Drive customer satisfaction and retention.
3. Financial & Commercial Management
- Ensure achievement of revenue and profitability targets.
- Monitor project costs, margins, and resource utilization.
- Validate project billing and support collection activities.
- Identify opportunities for cost optimization and efficiency improvements.
- Support commercial discussions, change requests, and contract management.
4. Resource Management
- Plan and allocate resources effectively across projects.
- Monitor productivity and utilization of delivery teams.
- Support recruitment, onboarding, and workforce planning.
- Drive employee development, training, and certification initiatives.
- Build succession plans for critical roles.
5. Governance, Compliance & Quality
- Ensure adherence to organizational policies and delivery processes.
- Maintain project documentation and compliance records.
- Conduct risk assessments and mitigation planning.
- Support internal and external audits.
- Drive continuous improvement initiatives and quality standards.
6. Business Development Support
- Identify upselling and cross-selling opportunities within existing accounts.
- Support presales teams in solution discussions and customer presentations.
- Participate in customer visits and solution workshops.
- Provide delivery inputs for proposals and statements of work (SOWs).
7. Escalation & Risk Management
- Manage critical customer and project escalations.
- Ensure timely resolution of issues impacting delivery.
- Maintain risk registers and mitigation plans.
- Coordinate with OEMs, partners, and internal support teams for issue resolution.
