Project Manager

Black Box; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Black Box Bengaluru is seeking a Delivery Manager to own and manage project-specific delivery, ensuring day-to-day resource management and SoW execution with delivery and cost excellence.

The role focuses on delivering against SLAs, budgeting, governance, and client engagement while driving process maturity and margin optimization across accounts. Collaboration with ADMs and Horizontal heads is essential for growth and improving CSAT.

Responsibilities

• Drive delivery execution and delivery excellence in adherence to SLAs
• Primary owner for delivery execution and management: deliver to project SLAs, budget and resource planning
• Track employee motivation and CSAT scores; maintain a healthy project environment to reduce attrition
• Provide technical oversight for project day-to-day resolution; assign tasks, staffing, releases and training
• Ensure operational delivery excellence; drive process maturity with assurance team input
• Align project metrics with planned margins: utilization, shoring and pyramid ratios
• Foresee resource needs; engage ADMs and Horizontal heads on scope and performance issues
• Conduct periodic reviews and evaluate project resources; validate and approve timesheets

Job description

Job Description

Role description

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

Key responsibilities

Drive delivery execution and delivery excellence in adherence to SLAs

• 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

Key Metrics

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

KPIs

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

KRAs

• Delivery efficiency metrics (Span of

• Delivery Quality scores (#Red projects,

SLA compliance, COQ, COPQ)