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Delivery Manager II
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Role description
Role Proficiency:
Independently deliver large and complex programmes within budget and schedule to meet the outcomes outlined. Adhere to defined processes and quality standards for a portfolio with TCV of $5-10 mil. Responsible for tracking financial operational and logistic decision making and implementing a robust governance model involving internal and customer stakeholders.
Outcomes:
- Drive adoption of well-established delivery plans standards processes best software engineering practices right infrastructure RACI matrix and RAID Log to deliver high quality solutions to customers
- Provide thought leadership to create a culture of innovation within the teams and develop innovative solutions to problems without precedent that improve business performance and contributes to organization goals
- Responsible for the P&L of a portfolio with TCV of $ 5-10 mil and for achieving an EBITDA of at least 25%
- Structure growth strategy around platforms and drive organic growth objective of 15-20% YoY
- Generate customer advocacy by constantly delivering high quality products within timelines
- Implement plans for a programme of digital transformation focusing on service improvements and value-adds Propose innovative ideas to the customer beyond standard delivery
- Engage and develop deep business relationships with key client stakeholders and drive through the E2E requirements of the delivery; ensuring customer expectations are met
- Drive Service Level management pre-empt and mitigate delivery risks
- Build and manage a span of control of up to 100 associates; providing individual team and peer mentoring ensuring high levels of team engagement and developing capabilities within team function and organization
- Implement a robust knowledge management plan by building a solid network for collaboration to avoid single points of failure
- Improve and optimize the overall delivery process within budget
- Apply financial levers to improve the cost of delivery and thereby cater to or improve engagement level profitability
- Conduct periodic reviews and tracking of delivery milestones and processes; make decisions and recommends approach based on the results from the reviews
- Effectively structure and drive SteerCo meetings
Measures of Outcomes:
- Revenue (Targets vs. Actuals)
- Profitability (Targets vs. Actuals)
- Digital Services Mix (Targets vs. Actuals)
- Services Penetration Mix (Targets vs. Actuals)
- Transformational Value delivered to client (as defined)
- Customer Satisfaction
- People Satisfaction
- Conversion from Staff. Aug to Outcome based (or) managed capacity engagements
- Number of unsolicited proposals (or) innovative ideas presented to customer
- DSO Target (no overdue invoices from customer)
Outputs Expected:
Domain / Industry Knowledge:
- Forecast the overall business requirements and market trends
- Have meaningful conversations with key client stakeholders
interpret the data and enhance the quality of the proposed solution
- Make useful recommendations based on existing gaps and recommend specific UST services and solutions
- Manage domain related project management issues in multiple projects
- Validate roadmap for customer strategy
- Review to contextualize the solution to the industry
Technology Concepts:
- Recommend appropriate framework
approach
and solution to meet the functional and non-functional requirements
- Identify technologies and product relevant to UST in the short term (1 to 2 years)
- Guide solution response team
- Guide team
evaluate work products
and connect to technology officers in customer organization
- Identify and leverage the most appropriate tools
Profitability Management:
- Create profitability sheet based on resource plan
- Enable outcome based pricing
- Present analysis to senior management
- Create cost benefit model using ROI
IRR and other management concepts
- Track and monitor profitability of projects on an ongoing basis
- Change pyramid
rate changes and other onshore / offshore changes
Pricing & Licensing Models:
- Create an integrated pricing model
- Guide team members to apply pricing techniques
- Interact with relevant stakeholders during deal process
- Compare
contrast and choose suitable commercial models among those practiced in the industry
- Optimize key levers of the business model to make the commercial proposal competitive
Account Management Processes and Tools:
- Prepare internal reports
- Manage at least 1 account ($5-10 mil) independently including responsibility for top line and bottom-line targets
manage customer relations
- Work independently with account teams in mining account(s)
- Provide support to the specialist to create an account plan aligned to customer needs and UST approaches and strategies
Project Management:
- Plan and manage engagements encompassing large and complex projects as defined within UST
- Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects
- Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process
- Monitor complex integration / interdependence across work streams within the span of the project
- Implement best practices with measurable business value adds
- Set quality goals and processes
- Influence project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving them; balancing effectiveness and efficiency.
Stakeholder Management:
- Acts as escalation point for all issues specific to projects
- Manages escalation from customer by providing frequent updates to both UST and customer leadership on resolution progress
- Plans and supports vendor/partner management activities– vendor/partner assurance
procurement
invoice approvals
- Ensures invoicing on time and collection of payments from customers is within agreed payment terms (DSO target)
Team Management:
- Effectively manage the managers
- Resolves team conflicts with a proven ability to implement and communicate difficult decisions
- Maintains positive business relationships among internal stakeholders
- Demonstrates approachability and transparency in working with the team
Estimation and Resource Planning:
- Review
validate and negotiate estimates across service lines
- Conduct resource planning (pyramid
people development) at an engagement level
- Conduct impact analysis for changes and analyse corresponding impact to overall estimates
resource loading
- Review project scope and schedule in project plan
Knowledge Management (KM):
- Ensure that the KM plan / platform exists for all new joiners to the engagement
- Harness project level learning's across the engagement
- Promote continuous knowledge management
- Define and improve Knowledge Management Effectiveness for the engagement
Requirements Management:
- Identify deviations in requirements gathering process with the customer
- Leverage UST capabilities
experience to identify solution accelerators
and value adds to the customer
- Assess the quality
content and coverage of the requirements gathered
Solution Structuring:
- Customize UST service offerings for customer needs
- Provide thought leadership based on the pattern to come up with additional service offerings
- Carve out complex solutions / POCs for a customer based on their needs
- Recommend technology specific accelerators / tools for the overall solution along with optimal features e.g. time savings
cost benefits
- Build strategies
standards and guidelines for existing services
Benefits Management:
- Identify
track and report SMART benefits for a program
- Identify impact of the program to various stakeholders
- Identify impact of program environment changes on the benefits
- Measure and report outcomes on a defined frequency
- Devise an action plan if there is a risk of not realizing desired benefits
- Steer the program towards the desired vision and sustained and timely realization of benefits
undefined:
- Steer the program towards the desired vision and sustained and timely realization of benefits
Skill Examples:
- Account level strategy planning
- Identify project risks and define action plans to mitigate
- Define a project plan by breaking it down into individual project tasks
- Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications
- Delegate tasks and manage team member contributions appropriately
- Manage external contracted resources to achieve project objectives
- Optimize project portfolio timelines and delivery objectives by achieving consensus on stakeholder priorities
Knowledge Examples:
- Project methodology including approaches to define project steps and tools to set up action plans
- Technologies to be implemented within the project
- Company business strategy and business processes
- Development and compliance to financial plans and budgets
- IPR principles and regulation
- Structured project management methodologies (e.g. agile techniques DevOps)
Additional Comments:Role Summary: The IT Infrastructure Delivery Head is responsible for driving end-to-end global service delivery across Infrastructure domains such as Datacenter, Cloud, Network, Workplace, and IT Operations. The role requires a balance of operational leadership, financial acumen, stakeholder management, and business growth focus. This position involves ensuring delivery excellence, client satisfaction, cost optimization, and proactive business development to expand existing relationships and drive new opportunities. ________________________________________ Key Responsibilities: Delivery Leadership: • Lead global Infrastructure delivery operations across multiple accounts and service lines. • Oversee service delivery for Cloud (AWS, Azure, GCP), Datacenter, Network, Security, and Workplace services. • Ensure SLA adherence, compliance, and continuous service improvement. • Manage transitions, steady-state operations, and transformation initiatives effectively. Financial & Cost Management: • Own P&L for delivery operations and drive profitability across all engagements. • Develop budgets, forecasts, and cost models aligned with business goals. • Optimize resource utilization and operational costs without compromising quality. Stakeholder & People Management: • Build and maintain strong relationships with global clients, internal stakeholders, and delivery teams. • Partner with business, pre-sales, and account leadership to align delivery objectives with client expectations. • Lead, mentor, and develop a high-performing global delivery team. Business Development: • Collaborate with sales and account teams to identify new business opportunities within existing clients. • Contribute to proposal development, RFP responses, and solution presentations. • Drive revenue growth through proactive engagement, upselling, and cross-selling infrastructure services. • Represent the organization in client meetings, steering committees, and business reviews. ________________________________________ Required Skills & Experience: • 20+ years of experience in IT Infrastructure delivery and operations within an IT Services organization. • Proven experience managing large-scale, multi-location delivery teams (500+ FTEs preferred). • Strong understanding of Datacenter, Cloud, Network, Security, and End-User Computing domains. • Demonstrated expertise in financial and cost management, including P&L ownership. • Excellent stakeholder management, communication, and leadership skills. • Experience driving business growth and supporting pre-sales or client expansion activities. • Familiarity with ITIL frameworks, automation, and service transformation initiatives. ________________________________________ Education & Certifications: • Bachelor’s or master’s degree in computer science, Information Technology, or related field. • ITIL Expert, PMP, or Cloud certifications (AWS / Azure / GCP) preferred. ________________________________________ Key Attributes: • Strategic thinker with a strong business and delivery orientation. • Strong financial acumen and operational discipline. • Excellent leadership and interpersonal skills. • Customer-focused with a proven ability to manage senior-level relationships. • Results-driven, with a passion for growth and innovation.
Skills
Stakeholder Management,Cost Management,Business Development
About UST
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