Delivery Manager

Job description

Must Have Technical/Functional Skills 1. Strong Customer facing skills 2. Enable farming of account and develop growth opportunities Roles & Responsibilities

• Client Relationship & Account Ownership
• Act as primary interface between client leadership and TCS
• Build strong relationships with Directors, Business Heads, and Account Stakeholders
• Own overall account satisfaction (CSAT/CSI) and engagement health
• Represent TCS as the face of delivery at onsite ________________________________________
• End-to-End Service Ownership (Across Towers/Portfolios)
• Drive integrated delivery across various portfolios
• Ensure SLA/KPI adherence, quality, and timeliness of deliverables

Oversee

• Incident / Problem / Change governance
• Production stability and business continuity ________________________________________
• Demand Management & Business Alignment
• Understand client business priorities (Utilities domain – grid, billing, trading, compliance)

Convert business needs into

• Enhancements
• Projects
• Transformation initiatives
• Work with delivery teams to shape solutions and execution strategy ________________________________________
• Governance & Executive Reporting

Lead all governance forums

• Weekly operational reviews
• Monthly PMR / QBR o Leadership connects

Present

• o SLA/KPI performance
• Risks & mitigation plans
• Improvement roadmap
• Track and ensure closure of actions from governance meetings ________________________________________
• Financial & Commercial Accountability

Own account-level metrics

• Revenue realization
• Resource utilization
• Gross margin
• Identify growth opportunities (new SoW, additional applications scope)
• Support contract renewals, pricing, and commercial discussions ________________________________________
• Risk & Escalation Management

Identify delivery risks proactivel y

• Resource gaps (e.g., onsite bandwidth issues) o SLA/KPI risks

Manage

• Client escalations
• Critical incidents with high business impact
• Drive RCA-based corrective and preventive actions ________________________________________
• Onsite–Offshore Coordination

Ensure seamless coordination between

• Onsite team (client-facing)
• Offshore delivery teams

Maintain structured cadence

• Daily ops calls
• Weekly service reviews
• Leadership connects
• Enable alignment on priorities, risks, and deliverables ________________________________________
• Client Feedback & Continuous Improvement
• Capture structured client feedback and expectations

Drive

• Automation initiatives (RiO, productivity)
• Service improvements
• Innovation adoption
• Translate feedback into actionable improvement plans ________________________________________
• Compliance & Utilities Domain Governance
• Ensure adherence to:
• Security standards (e.g., NERC/CIP for utilities)
• Audit and compliance requirements
• Align delivery with:
• Regulatory standards

Customer-specific policies Salary Range

• $140,000 -$150,000 year TCS Employee Benefits Summary: Discretionary Annual Incentive.

Comprehensive Medical Coverage

Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support

Maternal & Parental Leaves.

Insurance Options

Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth

Commuter Benefits & Certification & amp; Training Reimbursement.

Time Off

Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance

Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #LI-SP1 </div

Qualifications

BACHELOR OF COMPUTER SCIENCE