Delivery Manager

Delivery Manager

Location: Columbus, OH

Full Time

Job Description

Must Have Technical/Functional Skills

• Strong customer facing skills
• Enable farming of account and develop growth opportunities

Roles & Responsibilities

• 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
• End-to-End Service Ownership (Across Towers/Portfolios)
• Drive integrated delivery across various portfolios
• Ensure SLA/KPI adherence, quality, and timeliness of deliverables
• Oversee:
• Incident / Problem / Change governance
• Production stability and business continuity
• Demand Management & Business Alignment
• Understand client business priorities (Utilities domain grid, billing, trading, compliance)
• Convert business needs into:
• Enhancements
• Projects
• Transformation initiatives
• Work with delivery teams to shape solutions and execution strategy
• Governance & Executive Reporting
• Lead all governance forums:
• Weekly operational reviews
• Monthly PMR / QBR
• Leadership connects
• Present:
• SLA/KPI performance
• Risks & mitigation plans
• Improvement roadmap
• Track and ensure closure of actions from governance meetings
• Financial & Commercial Accountability
• Own account-level metrics:
• Revenue realization
• Resource utilization
• Gross margin
• Identify growth opportunities (new SoW, additional applications scope)
• Support contract renewals, pricing, and commercial discussions
• Risk & Escalation Management
• Identify delivery risks proactively:
• Resource gaps (e.g., onsite bandwidth issues)
• SLA/KPI risks
• Manage:
• Client escalations
• Critical incidents with high business impact
• Drive RCA-based corrective and preventive actions