Delivery Manager
Northern Base
Job Description
Must Have Technical/Functional Skills
1. Strong Customer facing skills
2. Enable farming of account and develop growth opportunities
Roles & Responsibilities
1. 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
________________________________________
2. End-to-End Service Ownership (Across Towers/Portfolios)
Drive integrated delivery across various portfolios
Ensure SLA/KPI adherence, quality, and timeliness of deliverables
Oversee:
o Incident / Problem / Change governance
o Production stability and business continuity
________________________________________
3. Demand Management & Business Alignment
Understand client business priorities (Utilities domain grid, billing, trading, compliance)
Convert business needs into:
o Enhancements
o Projects
o Transformation initiatives
Work with delivery teams to shape solutions and execution strategy
________________________________________
4. Governance & Executive Reporting
Lead all governance forums:
o Weekly operational reviews
o Monthly PMR / QBR
o Leadership connects
Present:
o SLA/KPI performance
o Risks & mitigation plans
o Improvement roadmap
Track and ensure closure of actions from governance meetings
________________________________________
5. Financial & Commercial Accountability
Own account-level metrics:
o Revenue realization
o Resource utilization
o Gross margin
Identify growth opportunities (new SoW, additional applications scope)
Support contract renewals, pricing, and commercial discussions
________________________________________
6. Risk & Escalation Management
Identify delivery risks proactivel y:
o Resource gaps (e.g., onsite bandwidth issues)
o SLA/KPI risks
Manage:
o Client escalations
o Critical incidents with high business impact
Drive RCA-based corrective and preventive actions
________________________________________
7. Onsite Offshore Coordination
Ensure seamless coordination between:
o Onsite team (client-facing)
o Offshore delivery teams
Maintain structured cadence:
o Daily ops calls
o Weekly service reviews
o Leadership connects
Enable alignment on priorities, risks, and deliverables
________________________________________
8. Client Feedback & Continuous Improvement
Capture structured client feedback and expectations
Drive:
o Automation initiatives (RiO, productivity)
o Service improvements
o Innovation adoption
Translate feedback into actionable improvement plans
________________________________________
9. Compliance & Utilities Domain Governance
Ensure adherence to:
o Security standards (e.g., NERC/CIP for utilities)
o Audit and compliance requirements
Align delivery with:
o Regulatory standards
o Customer-specific policies
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