Senior Project Manager (8-10 yrs)

Job Description :

Seeking a highly skilled and experienced Delivery Excellence Leader to drive the implementation and operationalization of delivery excellence practices.

This individual will play a pivotal role in establishing processes, standards, and governance to ensure consistent, efficient, and high-quality delivery across projects. The ideal candidate has a background in operational and process excellence, ideally from technology or operations services firms, and possesses a proven track record in driving scalable, delivery processes and client satisfaction initiatives.

Responsibilities :

Framework Development and Implementation :

- Design and establish a Delivery Excellence framework tailored to organizational and client needs.

- Develop standardized playbooks, quality gates, and performance metrics to ensure consistency and high-quality delivery.

Delivery Readiness :

- Validate team readiness by ensuring the right skills, staffing, and organizational structure are in place before project kickoff.

- Confirm contingency plans, including resource backup strategies, to minimize risks from staffing or operational disruption

- Oversee the onboarding process, ensuring adherence to structured playbooks and client-specific requirements.

- Implement structured risk management processes to identify, document, and mitigate potential risks early in the engagement lifecycle.

Process Optimization and Scalability :

- Identify and resolve inefficiencies in delivery processes through root cause analysis and work enhancements.

- Drive process excellence initiatives that ensure scalability and efficiency across delivery engagements.

- Create and promote the adoption of best practices and standardized operating procedures/playbooks across delivery teams.

- Drive team capability building through training, skill assessments, and best practice sharing.

Client Satisfaction and Continuous Improvement :

- Integrate client feedback mechanisms to address concerns, enhance service quality, and drive continuous improvement across delivery teams.

- Monitor and report on client satisfaction metrics (i.e., NPS, CSAT) to track progress and inform improvement initiatives.

Quality Assurance :

- Implement independent engagement audits and governance structures to monitor engagement.

- performance and report findings to senior leadership.

- These reports should include insights common risks (i.e., under-resourcing, data compliance) and recommendations for mitigation.

- Develop strategic recommendations to address gaps, enhance client satisfaction, and ensure high-quality delivery outcomes.

Data-Driven Decision-Making :

- Leverage real-time analytics and reporting tools to monitor delivery KPIs and inform strategy.

- Ensure metrics-driven oversight of project health and client engagement success.

Desired Outcomes :

- Enhanced alignment between delivery teams and client expectations.

- Reduced risk of escalation through early intervention and strategic recommendations.

- Continuous improvement in engagement performance and operational efficie.

- Improved client satisfaction through proactive identification and resolution of hidden issue.

Key Qualification :

Experience :

- 8 -10 years in delivery, operational, process excellence, program management roles within technology/operations services firm.

- At least 5 years leading Delivery Excellence or similar frameworks, with hands-on experience in client-centric delivery models.

Expertise :

- Deep knowledge of quality frameworks (i.e., Lean Six Sigma, ISO standards) and delivery optimization.

- Proven ability to drive alignment between sales, solution and delivery teams.

- Experience implementing risk and process management systems.

Skills :

- Strong leadership and stakeholder management skills.

- Analytical mindset with an ability to assess risk, ensure compliance, guide teams in standardizing processes with the ability to drive data-driven improvements.

Key Attributes :

- Strategic thinker and problem solver with a proactive approach.

- Results-oriented with a focus on continuous improvement and client satisfaction.

- Collaborative leader capable of building consensus across teams.