Key Responsibilities
1. Service Delivery & Project Management
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Manage end-to-end delivery of SI projects and support services.
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Ensure project execution within scope, timeline, budget, and quality standards.
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Monitor project milestones, dependencies, and deliverables.
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Conduct project reviews and governance meetings with customers and internal stakeholders.
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Ensure successful UAT, project acceptance, and handover to operations teams.
2. Customer Relationship Management
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Act as the primary point of contact for key customers.
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Build and maintain strong customer relationships.
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Conduct periodic service reviews and business review meetings.
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Address customer concerns and escalations proactively.
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Drive customer satisfaction and retention.
3. Financial & Commercial Management
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Ensure achievement of revenue and profitability targets.
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Monitor project costs, margins, and resource utilization.
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Validate project billing and support collection activities.
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Identify opportunities for cost optimization and efficiency improvements.
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Support commercial discussions, change requests, and contract management.
4. Resource Management
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Plan and allocate resources effectively across projects.
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Monitor productivity and utilization of delivery teams.
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Support recruitment, onboarding, and workforce planning.
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Drive employee development, training, and certification initiatives.
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Build succession plans for critical roles.
5. Governance, Compliance & Quality
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Ensure adherence to organizational policies and delivery processes.
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Maintain project documentation and compliance records.
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Conduct risk assessments and mitigation planning.
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Support internal and external audits.
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Drive continuous improvement initiatives and quality standards.
6. Business Development Support
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Identify upselling and cross-selling opportunities within existing accounts.
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Support presales teams in solution discussions and customer presentations.
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Participate in customer visits and solution workshops.
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Provide delivery inputs for proposals and statements of work (SOWs).
7. Escalation & Risk Management
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Manage critical customer and project escalations.
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Ensure timely resolution of issues impacting delivery.
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Maintain risk registers and mitigation plans.
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Coordinate with OEMs, partners, and internal support teams for issue resolution.
