Project Manager

Black Box; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Black Box is looking for a Delivery Manager to own project delivery in Bengaluru. You will manage day-to-day resources, ensure adherence to SLAs and budgets, and drive performance reviews and governance across accounts.

Responsibilities include tracking CSAT, maintaining a healthy project environment, and providing technical oversight for day-to-day problem resolution and staff development.

Qualifications

• Experience leading delivery for multiple projects or accounts.
• Strong ability to manage budgets and SLAs.
• Proven track record in improving delivery processes.

Responsibilities

• Own delivery execution and management: meet project SLAs, contractual requirements, reviews, and budget.
• Monitor team motivation and CSAT, maintain a healthy work environment to reduce attrition.
• Provide technical oversight and day-to-day resource management: task assignments, staffing, releases, training.
• Drive operational delivery excellence by adopting best practices from Assurance.

Skills

Delivery management

Project governance

Resource planning

Budgeting

Stakeholder management

Job description

Owns and manages project-specific delivery; responsible for day-to-day resource management and project SoW execution ensuring delivery & cost excellence

Key responsibilities

• Primary owner for delivery execution & management: deliver to project SLAs & contractual requirements, project reviews, resource planning, budget and SLA management
• Track employee motivation and CSAT scores; maintain healthy work environment on projects to keep employee attrition in check
• Provide technical oversight for project & day-to-day problem resolution; Carry out day-to-day resource management- assignment of tasks, staffing, release and training
• Ensuring operational delivery excellence; drive process maturity through adoption of best practices shared by assurance team
• Ensure operational metrics for project are aligned to planned margins: execute project in-line with planned utilization, shoring and pyramid ratios
• Proactively share inputs with ADMs & Horizontal heads on project-specific issues on resource requirements, underperformance or scope
• Conduct periodic reviews and performance evaluation of project resources and drive improvement through regular feedback; ensure timely validation and approval of timesheets

Lead governance activities for own project & support ADMs in account-level governance

• Track and monitor project specific KPIs and report the same in prescribed format; share inputs with ADMs to support account-level tracking
• Forecast resource cost on existing projects and share inputs with ADMs
• Support ADMs in identification of margin improvement initiatives; driving implementation
• Coordinate with Solutioning team for technical onboarding / understanding on solution deployed in the project
• Onboard resources, assign roles & responsibilities and assess trainings needs; create project-specific delivery plan in line with overall project plan
• Coordinate account governance activities with ADMs and provide inputs to finance on invoicing, WIP revenue, validate accuracy for project cost loaded in the P&L

Drive customer satisfaction by supporting ADM establish strong connect with key client stakeholders

• Support frequent communication & periodic check-ins with client to build relationship
• Support ADM/AM/Horizontal Head in technical query & escalation resolution

Key Interfaces

• Coordinate regularly with ADMs for overall account/project governance covering delivery execution, development of project plan, implementation of margin initiatives, client engagement and resourcing decisions
• Collaborate with, and share inputs on growth & innovation investment agenda with Horizontal Head; Horizontal Head/GSO to lead and put forth to investment committee
• Work with ADMs to identify & pursue growth opportunities in the account
• Collaborate with Delivery Assurance & Quality Mgmt. teams to ensure delivery excellence, and/or productivity initiatives are incorporated into the delivery model
• Work with Finance on financial reporting and customer billing

KPIs

• Utilization %
• Client satisfaction (CSAT)
• Attrition %
• Project overruns (% and #)

KRAs

• Delivery efficiency metrics (Span of control, Pyramid, Shoring)
• Delivery Quality scores (#Red projects, SLA compliance, COQ, COPQ)