Role Purpose
The purpose of the role is to manage delivery of a projectdriving operations and delivery governance, ensuring right talent supplychain to optimize customer satisfaction and cost of delivery
Do
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
DM/ Program Manager
Delivery strategy and governance
Transition team
To ensure smooth project handover to the delivery team
Holmes RO and Tools team
Automation initiatives within an account
BU Quality Team/ Central Quality Team
To deploy central quality policy and framework
Legal and Compliance
For contract management
CWMG, WMG
For fulfilment and demand forecasting
Global Talent Acquisition, Global Campus Head
For recruitment and campus hiring
Talent Transformation Team, Competency Group
To deliver specific trainings, certification programmes
GIMS
For visa processing/ stamping
Internal audit team
Audit of various accounts as per compliance
HRBP
To drive HR engagement activities and resolve people relatedissues
Finance team (BU/ SL)
For COD calculation, payment/ invoice management
Procurement team
For contract management (MSA and SOW)
IMG team
To fulfil logistics requirement
FMG team
To fulfil ODC infrastructure/ IT requirements
TSG group
For recovery and containing the escalations
External
Customers
To drive business growth and relationship management
Vendors/ Partners/ OEM’s/ Contract Manufacturers
For resourcing/ contracting, trainings, technology platforms,equipments etc
Display
Lists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert
Applies the competency in all situations and is serves as a guide toothers as well.
Master
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.
Deliver
No.
Performance Parameter
Measure
1.
Delivery Management – Client satisfaction
PCSAT, Brand score, no. of customer references, SDR/ QBR %, Pulse %satisfied (top 2 box), Zero surprise delivery escalation from thecustomer, adherence to project charter
2.
Delivery Management – operational efficiency
Contractual adherence %, Quality index, Utilization %, cost ofdelivery target, overdue indent, 100% SLA compliance, PEI % target, 100%usage of click to bill, % SAP loss for T&M projects
3.
Delivery Management – Financials
Revenue target achievement, Operating margin %, leakage from OB torevenue, revenue per employee, CR realization target, process exceptionsto be minimized, bench cost % of total cost, underrun % target for FPPprojects, effort saving through NG-1, NG-2 initiatives
5.
Capability Building
% attrition, critical talent attrition%, % trained on new age skills,% of team trained in necessary behavioural skills, diversity ratio, %localization targets by market, billable rookie ratio, rookie/NJNBassimilation TATs, offshore mix
6.
Team Management
Team attrition %, Employee satisfaction score
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