Delivery Manager

Job Description

Must Have Technical/Functional Skills

• Strong Customer facing skills
• 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

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• 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

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• 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

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• Governance & Executive Reporting
• Lead all governance forums:
• Weekly operational reviews
• Monthly PMR / QBR
• Leadership connects
• Present:
• SLA/KPI performance
• Risks & mitigation plans
• Improvement roadmap
• Track and ensure closure of actions from governance meetings

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• 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

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• Risk & Escalation Management
• Identify delivery risks proactivel y:
• Resource gaps (e.g., onsite bandwidth issues)
• SLA/KPI risks
• Manage:
• Client escalations
• Critical incidents with high business impact
• Drive RCA-based corrective and preventive actions

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• 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

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• 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

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• 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.

Qualifications: BACHELOR OF COMPUTER SCIENCE