Delivery Manager
Ace Stack
Delivery Manager
Location: Columbus, OH
Full Time
Job Description
Must Have Technical/Functional Skills
- Strong customer facing skills
- Enable farming of account and develop growth opportunities
Roles & Responsibilities
- Client Relationship & Account Ownership
- Act as primary interface between client leadership and TCS
- Build strong relationships with Directors, Business Heads, and Account Stakeholders
- Own overall account satisfaction (CSAT/CSI) and engagement health
- Represent TCS as the face of delivery at onsite
- End-to-End Service Ownership (Across Towers/Portfolios)
- Drive integrated delivery across various portfolios
- Ensure SLA/KPI adherence, quality, and timeliness of deliverables
- Oversee:
- Incident / Problem / Change governance
- Production stability and business continuity
- Demand Management & Business Alignment
- Understand client business priorities (Utilities domain grid, billing, trading, compliance)
- Convert business needs into:
- Enhancements
- Projects
- Transformation initiatives
- Work with delivery teams to shape solutions and execution strategy
- Governance & Executive Reporting
- Lead all governance forums:
- Weekly operational reviews
- Monthly PMR / QBR
- Leadership connects
- Present:
- SLA/KPI performance
- Risks & mitigation plans
- Improvement roadmap
- Track and ensure closure of actions from governance meetings
- Financial & Commercial Accountability
- Own account-level metrics:
- Revenue realization
- Resource utilization
- Gross margin
- Identify growth opportunities (new SoW, additional applications scope)
- Support contract renewals, pricing, and commercial discussions
- Risk & Escalation Management
- Identify delivery risks proactively:
- Resource gaps (e.g., onsite bandwidth issues)
- SLA/KPI risks
- Manage:
- Client escalations
- Critical incidents with high business impact
- Drive RCA-based corrective and preventive actions
Vacancy posted 4 hours ago
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