.Role Purpose The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client. Do Oversee and manage service delivery by meeting all contractual/ SLA commitments Contract compliance & adherence Ensure all SLA parameters are met in the account. Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited. Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines. Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices. Delivery governance across the accounts/projects Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project. Ensure that the project performance parameters stay green for all accounts. Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags. Participate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadership. Ensure regular invoicing as per the contract terms and condition and performance. Technical and/or Operational Issue Resolution Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage. Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis. Acts as point of escalation for issues not resolvable by the service lines. Escalate issues with financial implication on the account to Account Head and other senior stakeholders. Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems. Resource Allocation & Retention Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery. Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery. Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis. Plan training batches to backfill client deliveries during crucial periods. Ensure retention by offering relevant trainings and certifications of all allocated resources. Ensure Process Excellence Partner with the assigned black belt for the account on regular basis to get feedback on account performance
