Delivery Manager

Black Rock Groups; Washington (District of Columbia); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

medical

vision

dental

life

disability insurance

paid time off

Job summary

Tech Mahindra seeks a Customer Delivery Manager for the DC onsite role. You will be the primary client liaison, manage onsite/offshore teams, coordinate with offshore leads, and oversee vendor interactions to ensure smooth project delivery and billing.

The role requires strong client relationship skills, visa and work-location coordination for onsite staff, and active participation in QBRs and vendor management, with a pay range of $110,000–$130,000 per year and standard benefits.

Responsibilities

• Primary point of contact for day-to-day client escalations and requests
• Timesheet follow ups with every respective customer for monthly approval
• Follow up with WBG PMO / TechM PMO for charge code and final approval for invoice generation
• Manage client expectations on scope, timelines, and delivery risks if there any on the current ongoing projects
• Build relationships across client stakeholders (PMO, business users, procurement)
• Spot and flag cross-sell/upsell opportunities back to account leadership -and support client partner
• Hybrid visit to office; floor walk and proactively reach out to customer for any open positions
• Run/attend adhoc/ client calls
• Steer QBR meeting with vendor management. Prepare the deck with the help of the internal team. Reach out to TechM vendor management team for subcon flowdown obligation with all our vendors. Send MoM after updating all the review comments raised during the QBR with the updated deck

Job description

Job Title: Customer Delivery Manager

Location: DC WASHINGTON (Day-1 Onsite)

Core Responsibility Pillars

1. Client Relationship Management

• Primary point of contact for day-to-day client escalations and requests
• Timesheet follow ups with every respective customer for monthly approval
• Follow up with WBG PMO / TechM PMO for charge code and final approval for invoice generation
• Manage client expectations on scope, timelines, and delivery risks if there any on the current ongoing projects
• Build relationships across client stakeholders (PMO, business users, procurement)
• Spot and flag cross-sell/upsell opportunities back to account leadership -and support client partner
• Hybrid visit to office; floor walk and proactively reach out to customer for any open positions
• Run/attend adhoc/ client calls
• Steer QBR meeting with vendor management. Prepare the deck with the help of the internal team. Reach out to TechM vendor management team for subcon flowdown obligation with all our vendors. Send MoM after updating all the review comments raised during the QBR with the updated deck

2. Onsite Team Management

• SPOC for any issues related to team working at onsite
• Make sure all resources are on right visa, confirm on their work location specified in the visa
• Issue visa letter to resources for extension when required.
• Place LCA pointer for each WBG addresses' notice board, common areas or meeting rooms, send the photo to our visa team (When requested)
• Resource allocation, bench management, and utilization tracking
• Timesheet review and approval, leave planning
• 1:1s, performance feedback, career development conversations
• Monitor onsite open positions and reach out to subcon vendors to get the right profiles. Complete initial interview, arrange customer discussion.
• Onboarding new onsite hires after approval. (client badges, system access, orientation).
• Skill-gap identification and coordinating training/upskilling
• Managing onsite attrition risk and backfill planning
• Accountable for resourcing and delivery across all SLs for the WBG account.

3. Offshore Team Coordination

• Daily sync/handoff calls with offshore leads (EST Mornings)
• Review resource open position on daily / profile availability and fulfilment.
• Offshore capacity planning and ramp-up/ramp-down coordination for the project which is required.
• Coordinating offshore attrition backfills and knowledge transfer - communicating the same with customer

4. Vendor Management (Onsite)

• Managing subcontractor/staff-augmentation vendors present at client site
• Tracking vendor WOs, and billing reconciliation
• Reach out to subcon vendors for resource fulfilment
• Make sure the subcon vendor follows the WBG policies
• Vendor onboarding - site access, security clearance, compliance checks

5. Financial/Commercial Management

• PO validation, extension submission, monitor PO balance and request for addition and extension
• Following up on invoices, UBR / DSO if required
• Optimizing the onsite-offshore staffing pyramid for cost efficiency

6. Compliance & Administration

• Client site security/compliance requirements (badges, VPN, background checks)
• Supporting internal and client audits
• Time & attendance compliance for onsite resources

The pay range for this role is $110000- $130000 per annum including any bonuses or variable pay.

Tech Mahindra also offers benefits like

• medical
• vision
• dental
• life
• disability insurance
• paid time off (including holidays, parental leave, and sick leave, as required by law)

The exact offer terms will depend on the skill level, educational qualifications, experience, and location of the candidate.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [e-mail].