Globus Systems Looking for IT Delivery Manager/ Lead at India Full Time

Company: AA GLOBUSDIGITAL INDIA PRIVATE LIMITED

AA GLOBUSDIGITAL INDIA PRIVATE LIMITED, is a wholly owned subsidiary of Globus Systems Inc US,

Globus Systems was founded by industry executives who have been part of the IT services industry for the past 20 years and have seen it evolve and mature. We understand the challenges faced by organizations as they prepare for the future. As a technology delivery company, we are focused on helping organizations lay a foundation for their “Tomorrow-Roadmap”.

At the heart of any business is the data that drives decisions. Data integrity and security are key drivers for growth. Smart and timely use of technology can help build, streamline and enable data driven decisions that become the backbone of an organization. Business leaders are constantly searching for new solutions, services and partners they can trust with enabling these drivers.

Role: IT delivery manager/ IT delivery Lead/ IT project delivery manager

Location: PAN India

NP: Immediate Joiners required

Experience:12 years

Work Mode: WFH

CTC: Market Standard

Job Description: Delivery Manager

Position Overview: The Delivery Manager is responsible for overseeing the day-to-day service delivery operations in an offshore-onsite model. This role involves managing a team of support professionals, ensuring customer satisfaction, and maintaining smooth operations to meet or exceed Service Level Agreements (SLAs). The ideal candidate will have extensive experience in customer support service delivery, with a strong background in application Development and Support. Additionally, they should possess leadership skills, the ability to communicate effectively, and a proactive approach to managing customer relationships.

Key Responsibilities:

•           Manage and lead the offshore service delivery operations to ensure smooth day-to-day activities and meet SLA commitments.

•           Act as the primary point of contact for client issues, escalations, and complaints, ensuring timely resolution and maintaining high customer satisfaction.

•           Provide direction and leadership to the delivery team, fostering a collaborative and high-performing work environment.

•           Prepare and deliver regular weekly and monthly status reports for clients, Hosting review meetings and presenting performance metrics.

•           Drive continuous improvement within the delivery team by analysing operational processes and recommending service enhancements.

•           Collaborate with business partners to accurately forecast and support business growth strategies, identifying opportunities for growth.

•           Ensure effective communication with key stakeholders, including process owners, clients, and internal leadership teams.

•           Work closely with onsite leadership to implement solutions for customers globally, promoting business growth through partnership and innovation.

•           Mitigate risks across technical and operational processes, proactively identifying and addressing potential issues.

•           Drive employee engagement, development, and personnel management to enhance the workplace and team performance.

 

Qualifications:

•           Engineering degree in a relevant field or equivalent work experience. Any additional qualifications/certifications in IT delivery management will be an added advantage.

•           Minimum of 8 years of experience in customer support and service delivery in an offshore-onsite model.

•           Demonstrated leadership skills with the ability to work effectively with project/support teams and clients.

•           Strong client relationship management skills, with the ability to resolve escalations and maintain high customer satisfaction.

•           Excellent oral and written communication skills, with the ability to work independently and within teams.

•           Experience in digital technology and the ability to translate data into key business metrics and decision-making.

•           Experience in building proposals for service delivery areas with various pricing options.

•           Strong organizational and time management skills, with the ability to prioritize objectives and meet aggressive deadlines.

 

Additional Responsibilities:

•           Ensure high levels of customer satisfaction through seamless delivery and regular communication with clients.

•           Prepare and report process performance metrics to stakeholders, including SLA and KPI governance, and lead monthly and quarterly presentations to internal and external stakeholders.

•           Analyze customer feedback and implement initiatives to improve customer satisfaction scores.

•           Participate in management discussions, including governance meetings and forums with customers.

•           Identify opportunities for growth and process optimization, adopting best practices from other processes or verticals.

•           For manufacturing industry experience, demonstrate knowledge of provider services and customer needs.

 

This role requires a dynamic and results-driven leader who can drive operational excellence, foster strong client relationships, and inspire their team to achieve the highest standards of customer satisfaction. If you’re passionate about service delivery and have a proven track record of success in similar roles, we invite you to apply.