Delivery Manager

Must Have Technical/Functional Skills

1. Strong Customer facing skills

2. Enable farming of account and develop growth opportunities

Roles & Responsibilities

1. 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

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2. End-to-End Service Ownership (Across Towers/Portfolios)

• Drive integrated delivery across various portfolios
• Ensure SLA/KPI adherence, quality, and timeliness of deliverables
• Oversee:

o Incident / Problem / Change governance

o Production stability and business continuity

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3. Demand Management & Business Alignment

• Understand client business priorities (Utilities domain - grid, billing, trading, compliance)
• Convert business needs into:

o Enhancements

o Projects

o Transformation initiatives

• Work with delivery teams to shape solutions and execution strategy

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4. Governance & Executive Reporting

• Lead all governance forums:

o Weekly operational reviews

o Monthly PMR / QBR

o Leadership connects

• Present:

o SLA/KPI performance

o Risks & mitigation plans

o Improvement roadmap

• Track and ensure closure of actions from governance meetings

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5. Financial & Commercial Accountability

• Own account-level metrics:

o Revenue realization

o Resource utilization

o Gross margin

• Identify growth opportunities (new SoW, additional applications scope)
• Support contract renewals, pricing, and commercial discussions

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6. Risk & Escalation Management

• Identify delivery risks proactivel y:

o Resource gaps (e.g., onsite bandwidth issues)

o SLA/KPI risks

• Manage:

o Client escalations

o Critical incidents with high business impact

• Drive RCA-based corrective and preventive actions

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7. Onsite-Offshore Coordination

• Ensure seamless coordination between:

o Onsite team (client-facing)

o Offshore delivery teams

• Maintain structured cadence:

o Daily ops calls

o Weekly service reviews

o Leadership connects

• Enable alignment on priorities, risks, and deliverables

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8. Client Feedback & Continuous Improvement

• Capture structured client feedback and expectations
• Drive:

o Automation initiatives (RiO, productivity)

o Service improvements

o Innovation adoption

• Translate feedback into actionable improvement plans

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9. Compliance & Utilities Domain Governance

• Ensure adherence to:

o Security standards (e.g., NERC/CIP for utilities)

o Audit and compliance requirements

• Align delivery with:

o Regulatory standards

o 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.

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