Customer Delivery Manager

2 weeks ago

Sydney, New South Wales, Australia Ontrack Systems Full time

**Required skillset and qualification**:

- This role is open for Sydney, 7 + years experience leading the delivery of enterprise-level IT consulting projects Prior track record for delivering fixed-fee/T&M projects
- Bachelor's Degree or equivalent experience.
- Ability to travel to Multiple client locations to deliver professional services as needed.
- Managed technical projects consisting of 200+ or more people totaling over 20 mil budget Managed and delivered IT engagements for a ET500 or Fortune 1000 company.
- Has at least one active project management certification (e.g., APM, CSM, PMI-ACP, PRINCE2) Experience and Certifications.
- Managed engagements using both Waterfall and Agile/Iterative methodologies.
- Good to Have Experience in Managing Delivery for Media Customer and/or in a Data focused business.
- Develops and nurtures senior management relationships with the customer.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
- Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
- Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
- Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
- Owns expense/cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.
- Ability to effectively and proactively manage risk for medium to high risk projects.
- Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans.
- Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.
- Develops & manages account service delivery plan. Contributes to strategic account plan.
- Negotiates with and manages 3rd party vendors contributing to contractual requirements.
- Identifies incremental revenue opportunities and supports pursuit activities.
- Assures compliance with Tech Mahindra and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
- Contributes to knowledge management capture, documentation & publication to drive organizational maturity

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