Delivery Manager

Location: Narela

Job Title :
Delivery Manager

Employment Type:

Full Time
Required Experience (Years)-5-8 Years
Shift Timings- 2:00 PM - 11:00 PM ((Flexible & extended support based on project needs)

The Delivery Manager is responsible for end-to-end client delivery outcomes, operational stability, and account growth within assigned accounts. This role operationalizes the   3M Strategy (Manage, Monitor, Mine  ), ensures adherence to the   Tiered Operating Mode   l, and acts as the primary day-to-day delivery contact for clients. The Delivery Manager collaborates as a   pee   r with global counterparts, drives client satisfaction, and proactively identifies risks and expansion opportunities

.
Key Responsibiliti
es1. Delivery Execution (MANAG
E)
Own delivery commitments, including SLA tracking and quality assurance, for assigned account
s.Lead Agile sprint planning, execution, and demos in coordination with COEs, Solution Architects, and QA team
s.Ensure hypercare stability (2–4 weeks post go-live) and transition to managed service
s.Manage resource allocation (onshore, nearshore, offshore) based on complexity and cost efficienc
y.Host weekly client delivery status meetings and internal sync
s.Own major incident resolution, recovery planning, and corrective action
s.Identify and implement process improvements to improve delivery efficiency and predictabilit

y.
2. Risk & Opportunity Monitoring (MONIT
OR)
Continuously monitor client leadership changes, operational shifts, and market dynami
cs.

Flag risks early using t   he Account Health Dashboard (Green/Yellow/R   ed
) .Escalate delivery disputes or commercial risks to Delivery Director when thresholds are breach
ed.

Conduct continuous risk management and quality assurance chec

ks.
3. Account Growth Support (M
INE)
Partner with Account Executive (AE) and Client Success Team to identify upsell/cross-sell opportunit
ies.

Participate in Quarterly Business Reviews (QBRs) for key or at-risk accou
nts.

Provide delivery health summaries and expansion recommendations to

AEs.
4. Governance & Repo
rting

Pro   duce weekly status re   ports rolled up to Delivery Dire
ctor.

Use PMO tools, playbooks, and dashboards per organizational stand
internal kickoffs with AE wi   thin 5 business   days of contract sig
ning.

Lead external client kickoffs wi   thin 1 busines   s day of tier/PM assign

ment.
Success Metrics
(KPIs)
Client satisfaction (CSAT / NPS) for assigned ac
counts

Operational stability (missed SLAs   plan)
Early risk identification (minimum 2 weeks before client escal
ation)
Contribution to account growth (% of identified opportunities conv
erted)
Adherence to Tiered Model rules (no unauthorized dedicated PM for Tie
r 2/3)
Weekly reporting compliance (100% on

time)
If interested, please share your resume on shivam.gaurav@program

mers.ai