Delivery Head Jobs

Role: IT Service Delivery Head

The IT Service Delivery Head's primary responsibility is to drive and improve delivery for Strategic Growth Accounts by providing innovative solutions through automation and next generation technologies, ensuring optimal talent supply chain to boost customer satisfaction and lead organic growth.

1. Delivery Management

• Ensure 100% compliance to Project SLA’s, information security protocols and all other customer’s contractual obligations.
• Conducts periodic cadence with Talent Acquisition Group (TAG) to ensure 100% fulfillment as per the account/project staffing requirement.
• Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects.
• Drive and implement account/project delivery structure by evaluating the budget, costs, risks, and staffing requirement.
• Ensure strict adherence to Quality Assurance standards and processes.
• Maintain account health across projects by conducting periodic cadence with the quality team to proactively address issues and potential escalations.
• Ensure seamless delivery of projects in Strategic Growth Account

• Identify and close early warnings within a project to prevent customer escalations.
• Client Relationship Management
• Conduct regular customer connects and Governance Meetings with client managers to understand their current and future needs, as well as to Gather feedback to improve delivery.
• Engage with client to identify opportunities for deploying multiple solutions within and across LOBs to create a stronger value proposition and enhance share of business.
• Design, monitor and share account performance dashboards/reports with the clients periodically to maintain transparency and foster continuous improvement.
• Plan and conduct Quarterly Business Reviews (QBR) with the client management and leadership team to drive improvement actions and mine new portfolio/ opportunity within the account.

2. Enable revenue growth of an account within a vertical

• Collaborate with pre-sales team to create and propose tailored solutions to the customer requirements/RFPs for a project in an account.
• Identify opportunities for deployment of new technology, growth solutions, and services in the account by bringing LoB practices,Tribes,Archetypes, and other capabilities for client solutioning.
• Support sales team with acquisition and gaining traction of new deals by understanding the customer needs, thereby ensuring a higher conversion rate.
• Engage with existing customers to uncover new business opportunities and expand the current portfolio for an account by providing relevant solutions that drive delivery-driven revenue growth.

3. Value Adds & Innovation

• Automation Focus
• Drive automation charter and related initiatives in an account
• Develop, drive and deploy automation-led solutions and service improvements to deliver value-added services to the customers thereby driving customer’s business forward.

• Drive value-adds and showcase them to customer during Governance Meetings & QBRs to drive growth.
• Deploy innovative methods to enhance project quality, delivery speed and productivity parameters.
• Plan for periodic ideation sessions at account level and share the top ideas with customer during QBR
• Innovation Focus

• Drive and deploy Knowledge Management/Best Practices across the account.
• Leverage the Mphasis’s knowledge management portal across the account and monitor & track trainings.
• Contribute in internal knowledge sharing initiatives by driving internal training sessions, best practices, learnings, value-adds and deploys best practices in various projects within an account.

4. Capability Development and Talent Pipeline Creation

• Spearhead quarterly demand forecasting and resource planning in accordance with the needs of accounts and projects.
• Demand forecasting aligned - with business requirements.
• Develop and implement a comprehensive work plan to address talent demands through various channels, including external (lateral, contractors etc.) hires in collaboration with the WMG/CWMG, and the Talent Acquisition team.

• Identify and prioritize essential skills required across accounts/projects to facilitate an efficient and effective talent supply chain.
• Lead upskilling initiatives across the account
• Drive towards 100% mandatory training compliance for the target population within an account
• Plan and drive rotations for seed positions ensuring the development of a replacement plan prior to rotations.
• Quarterly connect with critical talent to understand their aspirations and collaborate with project managers and HR Business Partners to develop personalized learning maps.
• Support workforce transformation team with identification and deployment of multi-skilling upgradation models for all account employees
• Partner with competency group and talent transformation team to drive upskilling initiatives within an account.

• Fresher engagement program
• Ensure a seamless integration and development process for entry-level talent within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc.)

5. Team Management

• Ensure that the Performance Nxt is followed for the entire team.
• Employee Satisfaction and Engagement
• Talent Management
• Ensure adequate onboarding and training for the team members to enhance capability & effectiveness.
• Resourcing
• Performance Management
• Track team satisfaction scores and identify strategies to foster engagement within the team.
• Set goals for the team, conduct timely performance reviews and provide constructive feedback to direct reports.
• Manage and address team attrition.
• Hire right talent with the necessary skills for the team.
• Build an internal talent pool and ensure their career progression within the organization.
• Lead and drive engagement initiatives for the team
• Drive diversity in leadership positions

Qualification

• Bachelor's degree in computer science, Information Technology, or a related field.
• Demonstrated experience in implementing innovative solutions, including automation and next generation technologies.
• Master's degree or MBA in a relevant discipline is preferred.
• Education & Experience
• Proven track record of managing and delivering large-scale IT projects for strategic growth accounts.
• Minimum of 10 years of experience in IT service delivery, project management, or a related field
• Significant experience in driving account growth, expanding existing portfolios, and identifying new business opportunities within accounts.

• Excellent organization skills with proven ability to manage multiple assignments and priorities successfully, delivering with high quality.
• Skills and Competencies
• Familiarity with industry-standard project management and quality assurance tools and frameworks
• Knowledge of talent acquisition and talent management practices
• Expertise in fostering and maintaining strong client relationships.
• In-depth understanding of IT service delivery methodologies, processes, and best practices
• Strong leadership and team management abilities
• Excellent communication, negotiation, and presentation skills
• Ability to identify, analyze, and solve complex business problems.
• Capability to develop efficient approaches for presenting data using a variety of modeling, reporting, statistical viewpoints, and trend analysis techniques. Proficiency in negotiation, with the capacity to persuade others by sharing information and securing agreement.