Group Head - Delivery - Supply Chain/SaaS (7-13 yrs)

Role & Responsibilities:

Subject Matter expert:

- Subject-matter expert, in terms of domain, product and processes.

- Work at the cutting edge of the product, as a liaison with the client universe driving delivery of our solutions.

- Conduct the business analyses and provide product & implementation expertise to clients in how best to use our solutions.

Requirements Baselining & Solutioning:

- Engage in deep-dive clients' business & functional requirements (as-is and to-be) & solution mapping sessions.

- Compile and finalize requirements specifications documentation or business & functional blueprint documents, with consensus/ alignment across Client, Product, Pre-Sales etc.

- Drive application configuration as per defined processes, workflows and data.

- Define & drive system-integrations and customizations, in liaison with Product & Tech teams.

Project Management & Delivery:

- Align project plans with granular timelines, milestones, review cadence with relevant internal and external (client) stakeholders.

- Engage in steercom and review meetings in a timely manner to drive decisions & escalations for an effective roll-out.

- Compile and share project progress communication internally and with client, with due emphasis on key concerns/ issues.

- Conduct defined user-review/ testing sessions, along with pilots; garner feedback & drive fine tuning.

- Drive timely consensus and milestone sign-offs from authorized client stakeholders.

- Facilitate training sessions and identify & facilitate resources to empower clients to leverage the full potential of our platform.

- Overall, be responsible for the successful (timely, effective and within budget) delivery of functional and technical components of the solution while maintaining a high degree of customer satisfaction, and proactive management of client challenges.

Stakeholder management:

- Build strong working relationships with internal stakeholders and clients & external partners to collaborate on projects.

- Drive change management through empathy, education and envision, for a successful adoption.

- POC for problem-solving and trouble-shooting.

Ideal Candidate:

KEY PERFORMANCE INDICATORS:

- On-Time, Effective and within Budget, Go-Live of implementations.

- NPS (Net Promoter Score) or CSAT (Customer Satisfaction Score) of delivery.