Project Delivery Head

Job Title: Project Delivery Manager – Managed Services

Location: Gurugram (On-site)

Experience: 15-18 Years

Employment Type: Full-time

About the Role

We are seeking an experienced and highly motivated Project Delivery Manager to lead the successful delivery of Managed Services engagements. The ideal candidate will be responsible for managing end-to-end project delivery, ensuring operational excellence, maintaining client satisfaction, and driving continuous service improvements while meeting agreed service levels and business objectives.

This role requires strong leadership, stakeholder management, delivery governance, and the ability to manage cross-functional teams in a dynamic, client-focused environment.

Key Responsibilities

• Lead end-to-end delivery of Managed Services projects and engagements.
• Own project execution, service delivery, and operational performance against defined SLAs and KPIs.
• Manage multiple client engagements simultaneously while ensuring quality, timelines, and customer satisfaction.
• Act as the primary point of contact for clients on delivery-related matters and build strong, long-term relationships.
• Collaborate with internal technical, operations, and business teams to ensure seamless project execution.
• Monitor project health, resource utilization, risks, dependencies, and overall delivery performance.
• Drive governance through regular client reviews, status meetings, service reports, and executive presentations.
• Identify delivery risks and implement mitigation plans proactively.
• Ensure adherence to project management methodologies, quality standards, and organizational processes.
• Drive process optimization, automation, and continuous improvement initiatives.
• Manage change requests, project scope, budgets, and delivery timelines.
• Mentor and lead cross-functional delivery teams, fostering a culture of accountability and high performance.
• Prepare and present project dashboards, performance reports, and management updates.

Required Skills & Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field. MBA is preferred.
• 10–15 years of experience in Project Delivery, Managed Services, IT Services, or Program Management.
• Proven experience in managing large-scale managed services engagements and enterprise client accounts.
• Strong understanding of IT service delivery frameworks, operational governance, and service management best practices.
• Experience managing cross-functional teams and multiple concurrent projects.
• Excellent stakeholder management and client-facing communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent leadership, negotiation, and conflict-resolution skills.
• Hands-on experience with project management tools such as Jira, Azure DevOps, MS Project, or similar platforms.
• Strong knowledge of project management methodologies (Agile, Scrum, Waterfall, Hybrid).

Preferred Qualifications

• PMP, PRINCE2, Scrum Master, ITIL Foundation, or equivalent certifications.
• Experience managing enterprise digital transformation, cloud, application development, or infrastructure projects.
• Exposure to DevOps, Cloud Technologies (AWS, Azure, GCP), or Application Support Services is an added advantage.
• Experience in financial management, project forecasting, and resource planning.

Key Competencies

• Project & Service Delivery Management
• Client Relationship Management
• Program & Portfolio Management
• Service Governance
• Risk & Issue Management
• Stakeholder Management
• Team Leadership & Mentoring
• Operational Excellence
• Process Improvement
• Strategic Planning
• Financial & Resource Management

Key Success Metrics

• SLA and KPI compliance
• On-time and successful project delivery
• Client satisfaction and retention
• Service quality and operational efficiency
• Budget adherence and cost optimization
• Team productivity and utilization
• Risk mitigation and governance compliance
• Continuous improvement and innovation initiatives

Mandatory: Candidates must have hands-on experience in IT Managed Services and Service Delivery. Profiles with Product Delivery/Product Services experience will not be considered.