Overview Role Purpose
The role is to manage delivery of a project, driving operations and delivery governance, ensuring the right talent supply chain to optimise customer satisfaction and cost of delivery.
Responsibilities Delivery Management Ensure seamless delivery of projects
Deploy optimum project delivery structure post transition/migration phase by evaluating budget, costs, risks and staffing requirements
Create quarterly project charter with well-defined weekly project trajectory as per project specifications and requirements, ensuring adherence to schedule, quality, efforts and costs

Ensure 100% compliance to Project SLAs, information security protocols and other customer contractual obligations
Monitor and address internal and external audit findings to avoid major non-compliance or deviations from the SLA
Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics
Drive project-related audits (quality, customer, ISO, etc.) to ensure zero non-compliance
Client Relationship Management Engage with the client to identify opportunities to deploy multiple solutions within/across SLs to strengthen value proposition
Conduct regular customer connects (meetings/visits/video conferences) and participate in Management Review Meetings to understand current and future needs and gather feedback to improve delivery methodology, timelines and resource allocation

Identify and resolve early warnings to avoid customer escalations
Plan and conduct Quarterly Business Reviews (QBR) with client management to drive improvement actions and explore new opportunities within the account
Design and monitor project performance dashboards/reports with the client
Delivery Governance Create weekly/monthly/quarterly MIS and reports to monitor and track overall project health
Conduct periodic reviews with the delivery team on operational, quality and fulfilment parameters and explore new ideas for implementation

Identify and resolve potential risks or early warning signs to achieve ZERO surprise escalations and prevent revenue leakage
Escalate deviations from the project charter to delivery managers and minimise process exceptions




Review and monitor revenue allocations/realisation to avoid opportunity/obliteration revenue leakage
Provide inputs to delivery leadership on performance parameters at the project/program level during reviews
Operational Excellence Automation Focus Perform Pareto analysis to identify automation opportunities and drive value adds across the project
Deploy hyper-automation and crowdsourcing initiatives to enhance productivity, quality and speed of delivery

Interact with tools teams to adopt recent tools for automation and noise reduction in the project
Innovation Focus Brainstorm with the team to identify improvements to quality, delivery speed and productivity
Drive value adds and benefits to showcase to customers in Management Review Meetings and QBRs

Plan and conduct idea campaigns to generate new solutions and better ways of working
Knowledge Management and Sharing Drive internal training sessions, best practices and value adds; deploy best practices across projects
Deploy and monitor the knowledge management portal across the account and track trainings

Capability Development and Talent Pipeline Demand forecasting Anticipate attrition and ensure right talent supply chain to deliver the project
Spearhead quarterly demand forecasting and resource planning aligned to project requirements

Create and deploy a workplan to fulfil demand from all talent channels (including external hiring) in coordination with WMG/CWMG and Talent Acquisition
Anticipate new skills/technologies and ensure the team is trained or inducted accordingly
Training compliance Drive 100% compliance on trainings and upskilling
Prioritize essential skills and drive mandatory training compliance for the target population

Plan and drive rotations for seed positions and ensure replacement plans in advance




Quarterly connect with critical talent to understand career aspirations and create learning maps with project managers and HRBP
Fresher engagement Ensure stable assimilation of rookies within accounts with competency group support (classroom training, e-learning, certifications, on-the-job training)

Team Management Resourcing Forecast talent requirements and hire adequate resources

Talent Management Onboard and train team members to enhance capability and effectiveness; build internal talent pools and promote progression

Manage team attrition and drive diversity in leadership positions
Performance Management Set goals, conduct performance reviews and provide feedback; ensure Performance Nxt is followed

Employee Satisfaction and Engagement Lead engagement initiatives and track satisfaction; implement improvements

Facilitate rewards and recognition for high performers
Stakeholder Interaction Note: Stakeholder list and purposes were included in the original content; where applicable, interactions include Internal and External stakeholders across DM/Program Management, transition teams, tools teams, quality teams, legal/compliance, talent teams, vendors/partners, customers, and others for governance, delivery and growth.
Competencies Functional Competencies / Skill
Domain/industry knowledge and awareness of broad economic, demographic, technological and global trends in IT (Competent)
Systems thinking and problem solving in a complex environment (Competent)
Leveraging technology and automation to build efficiencies (Competent/Expert as noted)
Program management with end-to-end focus and governance (Expert)
Solution focus and design thinking for improvements (Competent)
Technical knowledge of upcoming skills and deployment readiness (Expert)
Behavioral Competencies
Client centricity, problem solving, execution excellence, change agility, collaboration, leadership presence, and nurturing people
Deliverables and Performance Measures Performance parameters cover Delivery Management client satisfaction and SLAs, operational efficiency, financials, capability building, team management, and related metrics as described in the source content.

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📌 Project Manager (Ontario)
🏢 TechDigital Group
📍 Ontario