| 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) |
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