emids - Delivery Manager/Senior Delivery Manager

Delivery Manager/Sr. Delivery Manager Role

Core Area of Work:

Delivery and Customer :

- Be responsible for successful delivery of all projects (India and US) for the accounts allocated 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

- As Delivery is always against expectations, DM should make sure that the right expectations are set that can be met and exceeded

- Manage relationships with Project Manager(s) (India) and the Program Manager(s)/Directors(s) (US) 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 US and India teams are collaborating and communicating enough

- Spend time to listen to offshore and onsite teams and make sure both of them have the opportunity to present their sides of the story before coming to a conclusion on the course of action to take/recommend

- Understand resourcing and recruitment as it works for emids and adhere to norms and guidelines on requesting for and releasing resources. Understand that hiring takes time and that we believe firmly in quality of hiring, and hence plan for timelines which are achievable. Ensure that Quality of resources in one- organization is high and necessary decisions are taken to keep it that way

- Communication - Improve communication between Delivery teams offshore and onsite, within the teams, between Delivery and Support, and within Delivery and Account Management/Sales. 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 like ARC 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

Primary Measurements

- Billing Utilization

- Delivery Metrics - Based on Project Type

- All agreed metrics at the time of inception (typically during the Project Initiation) are to be maintained and reported periodically

- Unforced attrition

- Client Satisfaction - High to Extremely High

- Gross Margin based on Account/Project

Quality

- Demonstrate complete understanding of emids Delivery Quality Framework (eQF). Make sure that understanding of this trickles down to all India and US Delivery Team Members

- Propagate Knowledge Management, posting articles (Blogs/Wikis) regularly and encouraging team to do so, and rewarding efforts taken in this direction

- Demonstrate complete understanding of the emids Tools and propagate usage to all team members in India and US.

- 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

- Make sure that the appropriate metrics are defined for each project and that they are tracked through internal and external tool, with the appropriate frequency

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

- Do random checks & audits on processes like Continuous Integration, Version Control, and Code Coverage on Unit Testing etc.

- Get help of architects and senior development resources to do some random audits of existing projects on adherence to coding standards and following of coding best practices

- Support the Quality Team (DA, eQF etc.) in going about their job and ensure that Delivery team members participate in the necessary Quality Audit meetings

- Ensure proper documentation is maintained for each project and the right permissions being available to the right team members for these documents

Primary Measurements

- Quality Score should remain Green for all projects

- PMs under DM should have high rankings on the Quality Scores

- WSRs should have Green status a high % of the time

- Project Metrics should be available for all Projects (with Historic data and drilldown)

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.

- Induction - Ensure that new joiners have undergone Induction to an extent that they are quickly brought up to date with our processes, systems, methodologies and expectations

- 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 emids

- Security - Demonstrate complete understanding of ISMS, HIPAA, emids Security policies and ensure that this understanding trickles down to every last team member. Do audits from time to time to ensure Security standards and understood and adhered to

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

Nice to Have:

- Healthcare knowledge and experience.

- Agile process experience