Delivery Manager

Role: Delivery ManagerLocation: San Francisco, CA ( Primary location ) or Indiana Polis ( Secondary Location )Onsite from day 1 Job Description• Managing and exceed Customer expectations and deliver contractual obligations for the user base of the Client globally • Conducting periodic reviews with the customer and Tech Mahindra management, and providing relevant reports• Managing a global, very multi-cultural team, ensuring motivated staff, staff development and that employee retention targets are met• Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives.• Accountable for managing Global Delivery and escalation point for multiple service towers such aso TechBar - Onsite Field Supporto Workstations Engineering Team• Responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.• Will be responsible for P&L • Accountable in ensuring all the key enterprise wide initiatives and compliance• Accountable and responsible for ensuring SLA performance targets are met• Responsible for managing Customer perception and expectations;• Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management• Cooperates with horizontal organizations in spreading best practices• Being the ultimate global operational escalation point for any kind of issues and be an enabler in the organization, taking care of any and all tasks within Tech Mahindra that is required to run the operation successfullyDesired Skills & Experience1. Minimum Qualification – Bachelor’s Degree2. 8+ years of overall IT-related experience required, with at least 5 years in managing Global Customers3. 5+ years of managerial experience with at least a year of managing other managers4. 5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology in a big, corporate environment required5. Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions).6. Prior understanding of remote infrastructure management and concepts around remote management of IT systems7. Experience in working with a mixed offshore / onsite model is required8. Demonstrated global cultural awareness is required9. Demonstrated matrix-management skills required10. Flexibility with respect of time – client deliverables must 100% be met with a Can do attitude