Delivery Head - Testing - IT

- Salary budget is 25-30 lakhs including variable pay -

- Should have been Delivery Head for at least 3 years-

- Should be passionate about Testing-

- Work location - In Bangalore South (Jayanagar/JP Nagar)

Job Description for Delivery Head

Delivery and Customer Engagement :

- Be responsible for successful delivery of all projects on the parameters of Schedule, Budget, Quality and Customer Satisfaction

- Maintain a strong relationship with client through team and personal interaction (calls, emails, visits etc.) and ensure zero account leakage. Ensure High Customer Satisfaction. Try and become the point of escalation for the client for any issue whatsoever

- Setting right expectations on Delivery to client that can be met and exceeded

- Manage relationships with Project Managers as well as the entire team. Take the time to understand how things are working out for them and the challenges they face. Make sure that teams are collaborating and communicating enough. Handle Grievances gracefully and objectively

- Understand resourcing and recruitment as it works for Appachhi and adhere to norms and guidelines on requesting for and releasing resources.

- Understand that hiring needs and set parameters for quality of hiring and timelines which are achievable. Taking necessary decisions on Hiring Right Talent for the organisation

- Communication - Improve communication between Delivery teams, within the teams, between Delivery and Support, and within Delivery and Account Management/Sales teams. Make sure that people are aware of changes being implemented and also task the Project Managers and Program Managers to make sure their teams have a high level of awareness as well

- To come up with and drive specific processes / systems that might be client/account specific to ease the flow of work and deliverables - things that improve on CSAT, quicker turnarounds and/or better quality

- Make sure that team uses tools for managing Delivery tasks, so that performance updates through reports are available to all

- Support Account Management by providing intelligence on growth opportunities and take care in reviewing SOWs before they get to the client

- Participate and ensure participation of required members for all Project Initiation and Project Closure meetings and discuss with PMs and Delivery Assurance Manager on the documentation required for the Project and then ensure all the documents are managed in the correct location and updated at the right frequency

- Ensure that Timesheets are filled out and sent out on time

Team

- Relationship Management - Ensure great working relationships with Account Management, Sales & Marketing, and Practice Management and Support teams and ensure all PMs are supportive as well. Help in planning Client Visits etc. with Account Management, estimation for new accounts with Sales/Practice Management, and daily operations with the Support team

- Employee Satisfaction - Ensure High Employee satisfaction through rewarding the right behavior, recognizing efforts and great performance, letting people enjoy a healthy work-life balance, making sure that they take the breaks they deserve through leaves etc.

- Feedback - Ensure "honest and respectful" feedback is communicated to all resources fairly frequently, ensure a culture of frequent 1:1s exists within their Organization. Ensure timely completion of Performance Appraisals; meet with HR monthly to discuss people plans

- Development - Plan for growth through people development and mentoring and make sure that all team members feel personal value add through continuous learning. Make sure that team members are constantly learning above and beyond what they learn from the job. Share books that are useful and nominate for training programs if you see great value

- Performance Management - Ensure that good performance is recognized and rewarded and that performance and merit are the sole driving points of a person- career at Appachhi

- Attend Key Account Management meetings to be aware of current and future plans for growing