Delivery Manager
Listed on 2026-09-06
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Management
Client Relationship Management, Change Management
Job Description Must Have Technical/Functional Skills
- Strong Customer facing skills
- Enable farming of account and develop growth opportunities
1. Client Relationship & Account Ownership
Act as primary interface between client leadership and TCS
Build strong relationships with Directors, Business Heads, and Account Stakeholders
Own overall account satisfaction (CSAT/CSI) and engagement health
Represent TCS as the face of delivery at onsite
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2. End-to-End Service Ownership (Across Towers/Portfolios)
Drive integrated delivery across various portfolios
Ensure SLA/KPI adherence, quality, and timeliness of deliverables
Oversee:
- o Incident / Problem / Change governance
- o Production stability and business continuity
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3. Demand Management & Business Alignment
Understand client business priorities (Utilities domain grid, billing, trading, compliance)
Convert business needs into:
- o Enhancements
- o Projects
- o Transformation initiatives
Work with delivery teams to shape solutions and execution strategy
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4. Governance & Executive Reporting
Lead all governance forums:
- o Weekly operational reviews
- o Monthly PMR / Q
- o Leadership connects
Present:
- o SLA/KPI performance
- o Risks & mitigation plans
- o Improvement roadmap
Track and ensure closure of actions from governance meetings
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5. Financial & Commercial Accountability
Own account-level metrics:
- o Revenue realization
- o Resource utilization
- o Gross margin
Identify growth opportunities (new SoW, additional applications scope)
Support contract renewals, pricing, and commercial discussions
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6. Risk & Escalation Management
Identify delivery risks proactivel y:
- o Resource gaps (e.g., onsite bandwidth issues)
- o SLA/KPI risks
Manage:
- o Client escalations
- o Critical incidents with high business impact
Drive RCA-based corrective and preventive actions
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7. Onsite Offshore Coordination
Ensure seamless coordination between:
- o Onsite team (client-facing)
- o Offshore delivery teams
Maintain structured cadence:
- o Daily ops calls
- o Weekly service reviews
- o Leadership connects
Enable alignment on priorities, risks, and deliverables
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8. Client Feedback & Continuous Improvement
Capture structured client feedback and expectations
Drive:
- o Automation initiatives (RiO, productivity)
- o Service improvements
- o Innovation adoption
Translate feedback into actionable improvement plans
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9. Compliance & Utilities Domain Governance
Ensure adherence to:
- o Security standards (e.g., NERC/CIP for utilities)
- o Audit and compliance requirements
Align delivery with:
- o Regulatory standards
- o Customer-specific policies
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