Infosys Delivery Lead Interview Questions and Answers

Q1. How do you manage difficult customer
Ans. 
Difficult customers can be managed by actively listening, remaining calm, setting boundaries, and finding solutions.
• Listen actively to understand their concerns

• Remain calm and composed, avoiding escalation

• Set clear boundaries for acceptable behavior

• Find mutually beneficial solutions to address their issues
Answered by AI
Add your answer
Q2. What is the difference between T&M and Fixed Price projects
Ans. 
T&M projects are based on hourly rates and actual hours worked, while Fixed Price projects have a set price for the entire project regardless of hours worked.
• T&M projects involve billing based on actual hours worked and hourly rates

• Fixed Price projects have a set price agreed upon at the beginning of the project

• T&M projects offer more flexibility in terms of scope changes and timelines

• Fixed Price projects provide more ...read more
Answered by AI
Add your answer

Q1. What's your futurue Goals
Ans. 
My future goal is to become a certified project management professional and lead a team of successful delivery managers.
• Obtain PMP certification within the next year

• Lead a team of delivery managers to successfully complete projects on time and within budget

• Continuously improve my leadership and communication skills through training and mentorship

• Work towards achieving a promotion to a senior management role within the
Answered by AI
Add your answer
Q2. How you handle crictical situation with example?
Ans. 
I handle critical situations by remaining calm, assessing the situation, and taking decisive action.
• Remain calm and composed to think clearly

• Assess the situation quickly to understand the severity

• Take decisive action to address the issue effectively
Answered by AI
Add your answer

Q1. ITIL Based questions like - principles followed. Which concepts have been applied?
Add your answer
Q2. Life cycle management and touch based all the topics from cost, budgeting, managing, change management processes.
Add your answer

Q1. Previous Experience and Challenges.
Add your answer
Q2. How are metrics tracked.
Ans. 
Metrics are tracked using a combination of automated tools, manual data collection, and regular reporting.
• Utilize automated monitoring tools to track key performance indicators in real-time

• Collect data manually through surveys, interviews, and observations to gather qualitative feedback

• Generate regular reports to analyze trends, identify areas for improvement, and make data-driven decisions

• Implement a balanced scorecar...read more
Answered by AI
Add your answer
Q3. Rest all on the expectations and when can I join.
Add your answer

1 hour contained 6 sections of lrdi varc etc

Q1. Give a brief introduction
Ans. 
I have over 5 years of experience in service delivery management, ensuring high-quality service delivery to clients.
• Managed a team of 20+ service delivery professionals

• Implemented process improvements resulting in 20% increase in client satisfaction

• Developed and maintained strong client relationships
Answered by AI
Add your answer
Q2. Why should we hire you?
Ans. 
I have a proven track record of successfully managing service delivery, ensuring high levels of customer satisfaction and operational efficiency.
• Extensive experience in service delivery management

• Strong leadership and communication skills

• Ability to drive process improvements and optimize resources

• Track record of meeting and exceeding KPIs and SLAs

• Example: Successfully implemented a new ticketing system that improved re
Answered by AI
Add your answer

Q1. All questions were relevant to my work experience.
Add your answer

Q1. Explain a value added project delivered and what is the impact
Ans. 
Implemented a new ticketing system to streamline support processes
• Researched and selected a suitable ticketing system based on company needs

• Customized the system to align with existing workflows and processes

• Provided training to staff on how to use the new system effectively

• Monitored and evaluated the impact of the new system on response times and customer satisfaction

• Resulted in a 20% decrease in average resolution ti...read more
Answered by AI
Add your answer
Q2. If you have to set up a new process from a client, what approach would you follow
Ans. 
I would start by understanding the client's requirements, documenting the process, identifying stakeholders, creating a project plan, implementing the process, and continuously monitoring and improving it.
• Understand the client's requirements and objectives

• Document the process flow and key steps

• Identify stakeholders and their roles

• Create a project plan with timelines and milestones

• Implement the process with clear commun...read more
Answered by AI
Add your answer

Q1. Talked more customer escentricity
Add your answer

Q1. People management related questions
Add your answer

Q1. Salary discussion
Add your answer