Experience: 7 – 18 Years

Qualification: BE IT / MCA

Role & Responsibility: –

Accountable for the end-to-end delivery of programs and projects to meet customer needs.

Delivery Head oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service

Delivery processes are in place to meet business needs.

Review customer orders and plan and coordinate delivery activities.

Build positive and productive working relationships with customers for business growth.

Analyse and troubleshoot delivery issues in a timely fashion.

Manage a delivery team to ensure timely and accurate customer deliveries.

Oversee daily activities of delivery team and provide direction and guidance as needed.

Perform resource allocations and workload assignments according to delivery requirements.

Ensure that team maintains high level of competence and operational excellence.

Evaluate the performance of team members and determine training needs.

Serve as primary contact for customer inquiries and concerns.

Analyse customer orders, set delivery priorities and make schedule adjustments to meet timely delivery goals.

Develop process improvements to achieve cost effectiveness and time saving.

Make critical business decisions to meet customer expectations.

Develop scope and budget for delivery projects.

Report delivery status to customers and develop required delivery documentations.

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

Developing a deep understanding of projects to gain insights into the scope of service delivery

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

Providing accurate and regular reports to the management on performance of the service delivery

Leading personnel management, including staff recruitment, performance assessment, training,

and mentoring

Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Skills Required:

Proficiency in leading both physical and virtual teams.

Operational ability in a diverse, large-scale environment

Exceptional customer-facing skills.

In-depth knowledge of escalation procedures, incident management and other disciplines related to service delivery.

Expertise in people management and leadership.

Strong organizational skills.

Should be able to manage 30-50 team members.

Capacity to train and guide junior team members.

Ability to manage and prioritize tasks efficiently.

Solid resource planning and problem-solving skills.

Readiness to demonstrate a proactive attitude.

Excellent verbal and written communication skills.