Deputy General Manager - Service Delivery & Management

Broad outline of the Role

• Responsible for identifying new projects, allocating project teams, monitoring their progress and resolving interfunctional issues with the objective of improving turnaround time, managing cost efficiency, productivity, achieving first time right and making processes and systems easy to use and follow. This is a tactical role which contributes to defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit’s overall results.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Bachelor’s Degree in engineering or business or equivalent qualification
• Degree in project management or equivalent with minimum 7-12 years of experience in operations and project management roles

Other knowledge/skills

• Good knowledge of techniques for planning, monitoring, and controlling programmes
• Sound business case development and approvals skills
• Good knowledge of programme and project management methods
• Good knowledge of budgeting and resource allocation procedures

Key Responsibilities

• Execute projects on a cross-functional and regional basis within the allocated costs, defined scope and timelines. Drive compliance to the change control process
• Periodically review business processes and performance against various parameters (turn around time, ease of use, first time right, cost)
• Collaborate with various teams within the business (such as sales support, commercial, sales, etc) to identify issues and opportunities.
• Seek inputs and ideas of how other businesses are facing similar challenges (such as value stream mapping, etc)
• Create statistics to analyze issues and build business cases for the project.
• Identify project managers and team based on the nature of identified issues and relevance to functions.
• Review project charters prepared by teams and provided own inputs and guidance.
• Finalize project milestones and KPIs.
• Discuss project charters and milestones at weekly meetings and status on the biweekly calls for any hurdles or roadblocks.
• Track success of complete projects against their specific KPIs
• Review on a quarterly basis the projects with senior stakeholders from respective functions the projects, their achievements, and any hurdles to be resolved.
• Drive interfunctional coordination for resolution of issues as required.
• Develop and if required along with project team conduct training on the new process to the relevant stakeholders.
• Support launch of new products and services - Identify with cross functional team internal processes that would be affected.
• Prepare change roll out plan (system codes, product literature, customer order forms, templates, pricing lists, etc)
• Participate in launch review calls to provide status update, resolve any dependencies,
• Oversee roll out of change plan and drive course correction where required.

Technical Competencies

Knowledge / Skills