Job Responsibilities:
As a Delivery Operations Manager you will be responsible for two primary aspects:
1. Ensure Operational Efficiency
- Ensure the development, alignment, and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimization
- Assist in the timely identification and solving of operational problems
- Implement and use governance, compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities
- Draw up budgets aligned to operational delivery plans, monitor and report on variances
- Implement, manage, and report on cost improvement objectives and communicate or escalate any shortfalls
- Ensure the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency. Develop and maintain operational procedural manuals, including preparing and distributing of appropriate updates
- Implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialized areas (Centers of Innovation)
- Positively influence and manage process and procedural changes and provide guidelines and support related to new requirements because of the change
- Analyze operational records, trends and costs related to estimated and realized revenues to project future revenues and expenses
- Establish financial targets for individuals and teams (in Delivery Organization) and identify opportunities to minimize cost or increase sales/revenue
- Constantly monitor Gross Margin and report the same periodically
- Oversight of completion of appropriate paperwork
2. Plan, manage and monitor the implementation of Delivery activities
- Plan, manage and monitor the implementation of operational activities and processes to deliver on approved operational plans and to continuously enhance service delivery
- Assist in defining, developing, and communicating the Delivery operations process and procedures in line with regional or local guidelines
- Contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the Delivery process and procedure
- Assist in ensuring that the operational model for Operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts
- Engage with internal teams in constructing the operations scope, present those to Delivery leads / Vertical and escalate extreme issues timely and to the appropriate person
Expectations from the role:
- Define, develop and communicate the Delivery operations processes and procedures
- Provide input into the development of a tactical strategy and develop and implement a supporting operational strategy
- Ensure the successful transition and operation of Services Contracts
- Project future revenues and expenses, establish financial targets for individuals and teams and identify opportunities to minimize cost or increase sales/revenue
- Manage stakeholder relationships and monitor client experience and contractual compliance for all Digital Transformation Services (DTS) related contracts
- Work with sales counterparts on invoking and receivables
- Develop processes and approaches that enable a continuous improvement program
- Provide accurate and timely reporting in respect of key performance metrics and recommendations to improve operational efficiency, including that of account / project level P&L, Gross Margins, Invoicing, Accounts Receivables etc
Some Skills we believe should stand out:
- Proven track record of success in Delivery operations positions focused on IT Services
- Focus on Revenue, Customer success and Cost Management
- Extensive knowledge of the principles, procedures, and best practices operations
- Excellent organizational skills, team working skills and attention to detail
- Excellent knowledge of Microsoft Office especially Excel and PowerPoint
- Ability to work closely with Finance organization and understanding of enterprise level financial systems like NetSuite
Education and Experience:
- Master’s degree in Commerce, Mathematics or Statistics; MBA preferred
- At least 10 years of IT Services Operations experience
Location:
Mumbai, Coimbatore, Chennai, Kochi