Service Delivery Manager

Black Box; Mumbai; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Black Box in Mumbai, India seeks an experienced delivery professional to manage end-to-end SI project delivery and post-implementation support. The role focuses on meeting scope, time, budget, and quality targets while ensuring smooth UAT, acceptance, and handover to operations.

You will maintain strong customer relationships and drive satisfaction and revenue through proactive governance and issue resolution.

Responsibilities

• Manage end-to-end delivery of SI projects and support services.
• Ensure project execution within scope, timeline, budget, and quality standards.
• Monitor project milestones, dependencies, and deliverables.
• Conduct project reviews and governance meetings with customers and internal stakeholders.
• Ensure successful UAT, project acceptance, and handover to operations teams.
• Customer Relationship Management: act as the primary contact for key customers and build strong relationships.
• Conduct periodic service reviews and business review meetings.
• Address customer concerns and escalations proactively.
• Drive customer satisfaction and retention; monitor revenue and profitability targets.
• Monitor project costs, margins, and resource utilization; validate billing and collections.
• Identify opportunities for cost optimization and efficiency improvements.
• Support commercial discussions, change requests, and contract management.
• Resource Management: plan and allocate resources across projects; monitor productivity and utilization.
• Support recruitment, onboarding, and workforce planning; drive training and certifications.
• Build succession plans for critical roles.
• Governance, Compliance & Quality: ensure policies and delivery processes; maintain documentation and compliance records.
• Conduct risk assessments and mitigation planning; support audits.
• Drive continuous improvement and quality standards.
• Business Development Support: identify upselling and cross-selling opportunities; support presales, deliver inputs for proposals and SOWs.
• Manage escalations and ensure timely resolution of delivery issues.
• Maintain risk registers and mitigation plans; coordinate with OEMs, partners, and internal teams for issue resolution.

Job description

• Manage end-to-end delivery of SI projects and support services.
• Ensure project execution within scope, timeline, budget, and quality standards.
• Monitor project milestones, dependencies, and deliverables.
• Conduct project reviews and governance meetings with customers and internal stakeholders.
• Ensure successful UAT, project acceptance, and handover to operations teams.
• Customer Relationship Management
• Act as the primary point of contact for key customers.
• Build and maintain strong customer relationships.
• Conduct periodic service reviews and business review meetings.
• Address customer concerns and escalations proactively.
• Drive customer satisfaction and retention.
• Ensure achievement of revenue and profitability targets.
• Monitor project costs, margins, and resource utilization.
• Validate project billing and support collection activities.
• Identify opportunities for cost optimization and efficiency improvements.
• Support commercial discussions, change requests, and contract management.
• Resource Management
• Plan and allocate resources effectively across projects.
• Monitor productivity and utilization of delivery teams.
• Support recruitment, onboarding, and workforce planning.
• Drive employee development, training, and certification initiatives.
• Build succession plans for critical roles.
• Governance, Compliance & Quality
• Ensure adherence to organizational policies and delivery processes.
• Maintain project documentation and compliance records.
• Conduct risk assessments and mitigation planning.
• Support internal and external audits.
• Drive continuous improvement initiatives and quality standards.
• Business Development Support
• Identify upselling and cross-selling opportunities within existing accounts.
• Support presales teams in solution discussions and customer presentations.
• Participate in customer visits and solution workshops.
• Provide delivery inputs for proposals and statements of work (SOWs).
• Manage critical customer and project escalations.
• Ensure timely resolution of issues impacting delivery.
• Maintain risk registers and mitigation plans.
• Coordinate with OEMs, partners, and internal support teams for issue resolution.