Infrastructure Delivery Manager

• Overall ownership of assigned customer relationship(s).• Accountable for the delivery of service commitments to customer• Develops account plan in coordination with the Customer Executive who owns the integrated, final plan.• Owns ICS task order approvals for the account• Manages delivery components of the Account P&L.• LOB is responsible for pricing and setting margin and the Customer Delivery Executive owns deal governance and technical certification.• Ensures that full life cycle delivery costs are within or better than the delivery costs committed within the approved deal model.• Responsible for profit goals and effectively manages LOB account P&L and forecasts.• Directs the efforts of others in the achievement of the strategic and operational objectives of the group.• Manages the hiring, staffing and maintaining of a diverse and effective workforce.• Responsible for career development/planning, performance and pay discussions of team members.• Coordinates the activities of technical solution team members to meet contract obligations.• Provides complex metrics and reporting support to all relevant stakeholders.• Identifies opportunities for Growth and Innovation and supports planning and execution for the same.• Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous improvement.• Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.• Ensures positive customer experience and satisfaction by developing and executing to a Net Promoter Score (NPS) Action Plan.• Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plansare developed and active.Manages large programs in scope from budget, location and resource perspective. Mentors and trains less experienced delivery management team members.Expert in project management practicesAccountable for identifying and implementing delivery management process improvements.Leads the identification of growth opportunities within current client engagements.Expert organizing and planning skills to oversee program deliverables.Expert priority setting and delegation skillsExpert analytical, problem solving, negotiation and communication skillsMust have 10+ years:Infrastructure systems, network and ITIL process design and implementationProject managementStrong analytical and problem solving skillsClient and client expectation managementStrong interpersonal, verbal and written communication skillsStrong Process and Workflow knowledgeGood decision making skillsNice to have:ITSM/ITIL certificationTransition Management - Knowledge Acquisition Process & ProceduresPosting Date:Department: -