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 new 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 advantages 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)

📌 Project Manager (Mississauga)
🏢 TechDigital Group
📍 Mississauga