Cientra Tech Solutions - Delivery Manager - Embedded Software Business Unit

Job Description :

- Delivery Manager for Software Business Unit @ Cientra, is supposed to be one of the most crucial roles for the growth of Cientra's software business.

- The suitable candidate would be expected to have below mentioned traits and further deliver his/her responsibilities as mentioned below:

Leadership Skills :

- Must be a self-starter, highly motivated with positive attitude and should be able to work across global time zones.

- A willingness to demonstrate ownership of problems and mistakes.

- A desire to collaborate with others - both on your team as well as other teams.

- The ability to aggressively drive solutions to problems while maintaining a collaborative approach.

People/Team :

- Provide guidance and mentorship to team.

- Drive knowledge management and continuous up skilling of the team.

- Conduct performance appraisals for team members.

- Manage attrition through skip level meetings, planning interventions, engagement calendars.

- Identify training needs for direct reports and ensure domain/developmental training needs are met.

- Participate in organizational initiatives such as recruitment drives, training programs etc.

- Deliver communication received from senior management to the team members though team meetings.

Project Control, Management and Review / Program delivery :

- Be a hands-on leader of a team of Implementation Consultants working 8/5 to resolve complex customer issues and improve our service & products

- Drive team to achieve process SLAs / metrics - productivity and quality targets within the established timelines.

- Ensure proper documentation and knowledge transfer as per project plan and schedule.

- Work with support functions to enable infrastructure support to team and ensure zero downtime.

- Prepare for infrastructure and other growth related requirements.

- Ensure resource utilization and scheduling of end to end work.

- Plan for resources based on volume projection and current available head count and allocate responsibilities.

- Effective forward planning in terms of process delivery, people & client engagement.

- Forecast resource requirements that includes human, infrastructure, essential to successfully deliver MDR Implementation Projects

- Communicate status and action plans to internal stakeholders, partners, and customers including 'C' level executives.

Stakeholder/Business Management :

- Prepare and report process performance metrics to stakeholders.

- Identify key cost drivers and ensure they are optimized.

- Proactively identify opportunities for additional business with customer.

- Identify opportunities for growth & deliver on growth commitments (number of people and revenue).

Customer Relationship Management :

- Manage customer relationships through regular communication with clients through weekly/ monthly reviews.

- Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.

- Attend customer calls and meetings, proactively flag issues and prevent surprises.

- Manage and resolve escalations and issues raised by customers.

- Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.

- Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence :

- Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.

- Initiate and deliver on process improvement projects to improve process efficiencies.

Other Skills :

- A strong focus on balancing customer's needs with adherence to operational processes.

- Strong verbal and written communication skills in English; demonstrated ability to communicate status and action plans to internal stakeholders, partners, and customers.

- Strong analytical and technical problem-solving skills.

- Ability to grasp technical concepts quickly and explain them to others.

- Self-starter, multitasking, independent, responsible.

- Good interpersonal communication with other team members.

- Strong initiative and teamwork.

- Exceptional verbal, written, and interpersonal skills.

- Analytical thinker and able to manage multiple projects at one time.