Delivery Manager I

Pune, Maharashtra
Permanent
Full-time

1 month ago

Job Description:Role Proficiency:Under guidance deliver large and complex programmes within budget and schedule to meet outcomes as outlined.; adhering to defined processes and quality standards for a portfolio with TCV of $3-5 mil. Responsible for tracking operational and logistic decision making and implementing a robust governance model involving internal and customer stakeholders.Outcomes: * Drives adoption of well-established delivery plans standards processes best software engineering practices right infrastructure RACI matrix and RAID Log to deliver high quality solutions to UST customers

Provide thought leadership to create a culture of innovation within the teams and develops innovative solutions to problems without precedent that improve business performance and contributes to organization goals
Manages the P&L of a portfolio with TCV of $3-5 mil
Support the portfolio (under direct span) growth objective of 10-15% YoY
Implement plans for a programme of digital transformation focusing on service improvements and value-adds; proposing innovative ideas to the customer beyond standard delivery
Build/Manage a span of control of 60 – 100 associates; providing individual and team mentoring ensuring high levels of team engagement and developing capabilities within team function and organization
Improve and optimize the overall delivery process within budget
Apply financial levers to improve the cost of delivery and thereby cater to or improve engagement level profitability
Engage/work with key client stakeholders and drive through the end-to-end requirements of the delivery; ensuring customer expectations are met
Conduct periodic reviews; tracking delivery milestones and processes. Make decisions and recommends approach based on the results from the reviews
Ensure effective participation in SteerCo meetings

Measures of Outcomes: * Revenue (Targets vs. Actuals)

Profitability (Targets vs. Actuals)
Digital Services Mix (Targets vs. Actuals)
Services Penetration Mix (Targets vs. Actuals)
Transformational Value Delivered to Client (as defined)
Customer Satisfaction
People Satisfaction

Outputs Expected:Domain / Industry Knowledge: * Forecast the overall business requirements and market trends

Have meaningful conversations with key client stakeholders

interpret the data and enhance the quality of the proposed solution * Make useful recommendations based on existing gaps and recommend specific UST services / solutions

Manage domain related project management issues in multiple projects
Validate roadmap for customer strategy
Review to contextualize the solution to the industry

Technology Concepts: * Recommend appropriate frameworkapproach
and solutions to meet the functional and non-functional requirements * Identify technologies and products relevant to UST in the short term (1 to 2 years)

Guide solution response team
Guide team

evaluate work products
and connect to technology officers in customer organization * Identify and leverage the most appropriate toolsProfitability Management: * Create profitability sheet based on resource plan

Enable outcome-based pricing
Present analysis to senior management
Create cost benefit model using ROI

IRR and other management concepts * Track and monitor profitability of projects on an ongoing basis

Change pyramid

rate changes and other onshore / offshore changes * Improve project marginsutilization and reduce buffers to control project expensesPricing & Licensing Models: * Create an integrated pricing model

Guide team members to apply pricing techniques
Interact with relevant stakeholders during deal process
Compare

contrast and choose suitable commercial models among those practiced in the industry * Optimize key levers of the business model to make the commercial proposal competitiveAccount Management Processes and Tools: * Prepare internal reports

Manage at least 1 account ($3-5 mil) independently including responsibility for top line and bottom-line targets; manage customer relations
Work independently with account teams in mining account(s)
Provide support to the specialist to create an account plan aligned to customer needs

UST approaches and strategiesProject Management: * Plan and manage large and complex projects as defined within UST

Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects
Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process
Monitor complex integration / interdependence across work streams within the span of the project
Implement best practices with measurable business value adds
Set quality goals and processes
Influences project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving them; balancing effectiveness and efficiency.

Team Management: * Effectively manage the managers

Resolves team conflicts with a proven ability to implement and communicate difficult decisions
Maintains positive business relationships among internal stakeholders
Demonstrates approachability and transparency in working with the team

Stakeholder Management: * Manages escalations from customers by providing frequent updates to both UST and customer leadership on resolution progress

Plans and supports vendor/partner management activities– vendor/partner assurance

procurement
invoice approvals * Ensures invoicing on time and collection of payments from customersEstimation and Resource Planning: * Consolidate estimates at a solution levelevaluate risks and validate estimates from a technical standpoint
with assumptions
scope and boundaries defined * Reviewvalidate and negotiate estimates across service lines * Conduct resource planning (pyramidpeople development) at a project level based on project requirements * Conduct impact analysis for changes and analyse corresponding impact to overall estimatesresource loading * Review project scope and schedule in project planKnowledge Management (KM): * Ensure that the KM plan / platform exists for all new joiners to the engagement

Harness project level learning's across the engagement
Promote continuous knowledge management
Define and improve Knowledge Management Effectiveness for the engagement

Requirements Management: * Identify deviations in requirements gathering process with the customer

Leverage UST capabilities

experience to identify solution accelerators
and value adds to the customer * Assess the qualitycontent and coverage of the requirements gatheredSolution Structuring: * Customize UST service offerings for customer needs

Provide thought leadership based on the pattern to come up with additional service offerings
Carve out complex solutions / POCs for a customer based on their needs
Recommend technology specific accelerators / tools for the overall solution along with optimal features e.g. time savings

cost benefits * Build strategiesstandards and guidelines for existing servicesBenefits Management: * Identifytrack and report SMART benefits for a program * Identify impact of the program to various stakeholders

Identify impact of program environment changes to the benefits
Measure and report outcomes on a defined frequency
Devise an action plan if there is a risk of not realizing desired benefits
Steer the program towards the desired vision

with sustained and timely realization of benefitsundefined: * Steer the program towards the desired visionwith sustained and timely realization of benefitsSkill Examples: * Account strategy planning

Identify project risks and define action plans to mitigate
Define a project plan by breaking it down into individual project tasks
Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications
Delegate tasks and manage team member contributions appropriately
Manage external contracted resources to achieve project objectives
Optimise project portfolio timelines and delivery objectives by achieving consensus on stakeholder priorities

Knowledge Examples:

Project methodology including approaches to define project steps and tools to set up action plans
Technologies to be implemented within the project
Company business strategy and business processes
Development and compliance to financial plans and budgets
IPR principles and regulation
Structured project management methodologies (e.g. agile techniques DevOps)

Additional Comments:12-15 yrs experience with 5–8 years in D365 CE Oversee all phases of the CRM implementation lifecycle, including business requirements gathering, vendor coordination, system integration, and go-live. Lead end-to-end delivery of MS Dynamics 365 CRM programs, including Sales, Customer Service, Marketing, and Field Service modules. Manage project planning, resource allocation, risk management, status reporting, and budgeting. Facilitate collaboration between business users, CRM architects, developers, testers, and third-party vendors. Oversee legacy CRM system analysis and data migration to Dynamics 365. Ensure integration with other enterprise platforms (e.g., ERP, portals, email systems, call center tools). Support change management, user training, and communication strategies to drive adoption. Monitor program KPIs and ensure smooth transition to post-implementation support and optimization Responsible for Program roadmap, benefits realization plan, integrated master plan, executive/sponsor level stakeholder management Skills - Prior experience as CRM Functional Lead, Delivery Manager, Business Consultant etc and handling $1M–$5M, multi-country CRM rollouts, involving complex integrationsSkills:Program Management,Customer Management,Risk ManagementAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

UST

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