Delivery Manager (Remote)

Reflections Info Systems; Kerala; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Reflections Info Systems in India is seeking a Delivery Manager with 10+ years of experience to own end-to-end delivery for client accounts. The role requires building strong senior-level relationships and driving delivery excellence while contributing to account growth and retention.

The ideal candidate will engage with CTO/CXO-level executives, manage delivery governance, and collaborate with cross-functional teams to ensure successful outcomes and profitability across assigned accounts.

Qualifications

• 10+ years of delivery management experience.
• Experience owning end-to-end delivery across multiple accounts.
• Comfortable engaging with CTO/CXO-level executives.

Responsibilities

• Own and strengthen relationships with key client stakeholders across assigned accounts.
• Take ownership of end-to-end delivery across projects/accounts, ensuring scope, timelines and quality.
• Drive delivery governance, risk management, and stakeholder communication.
• Identify opportunities for account expansion and cross-/upselling in collaboration with sales teams.
• Manage escalations and coordinate with delivery, technology, and operations teams.
• Provide leadership to delivery teams and support resource planning.
• Drive continuous improvement and operational excellence initiatives.

Skills

Delivery management

Client relationship management

Stakeholder management

Team leadership

Account growth

Job description

We are looking for 10 plus year experienced Delivery Manager who can take end-to-end ownership of client accounts, drive delivery excellence, build strong senior-level client relationships, and contribute to account growth and retention.

The ideal candidate should be comfortable engaging directly with senior client stakeholders, including CTO/CXO-level executives, and should have a strong understanding of both delivery and business objectives.

Key Responsibilities

1. Client Relationship Management

• Own and strengthen relationships with key client stakeholders across assigned accounts.
• Establish trusted relationships with senior client stakeholders, including CTO/CXO-level executives.
• Act as a primary point of contact for client escalations and critical delivery matters.
• Understand the client's organizational structure, key decision-makers, business priorities, and expectations.
• Conduct regular client interactions and proactively address concerns before they become major escalations.
• Maintain strong client satisfaction and long-term relationships.

2. End-to-End Delivery Management

• Take ownership of end-to-end delivery across assigned projects/accounts.
• Ensure projects are delivered within agreed scope, timelines, quality standards, and commercial commitments.
• Drive delivery governance, planning, risk management, issue resolution, and stakeholder communication.
• Proactively identify delivery risks and implement appropriate mitigation plans.
• Ensure escalations are handled effectively and resolved at the appropriate level.
• Coordinate with internal delivery, technology, operations, and leadership teams to ensure seamless execution.

3. Account Growth & Mining

• Identify opportunities for account expansion, cross-selling, and up-selling.
• Understand client business needs and identify areas where additional solutions or services can create value.
• Work closely with internal sales/business teams to convert identified opportunities into account growth.
• Contribute to account retention and strengthen the organization's position within the client account.
• Demonstrate a clear understanding of the commercial value and growth potential of assigned accounts.
• Participate in commercial discussions with clients, including rates, change requests, renewals, estimates, and scope changes.
• Understand project/account commercials and their impact on revenue and margins.
• Support budgeting, forecasting, resource planning, and financial management for assigned accounts.
• Work with relevant stakeholders to manage commercial risks and ensure profitability.
• Take ownership of commercial conversations within the defined authority and approval framework.

5. Stakeholder & Escalation Management

• Serve as the senior escalation point for client-facing delivery issues.
• Independently manage critical situations and determine when additional internal support is required.
• Engage the appropriate internal stakeholders to resolve complex delivery, operational, or commercial challenges.
• Maintain clear communication with clients throughout the resolution process.
• Ensure escalations are converted into opportunities to strengthen client confidence and relationships.

6. Team & Resource Management

• Provide leadership and direction to delivery teams across assigned projects/accounts.
• Work closely with project managers, technical leads, and other functional teams to ensure effective execution.
• Support resource planning and ensure appropriate skills and capacity are available to meet client commitments.
• Promote accountability, collaboration, and delivery excellence across teams.

7. Delivery Excellence & Continuous Improvement

• Establish and maintain effective delivery governance and operational processes.
• Drive continuous improvement, automation, optimization, and operational excellence initiatives.
• Monitor delivery performance against agreed KPIs and client expectations.
• Identify opportunities to improve efficiency, quality, productivity, and customer experience.