Digital Product Delivery Manager

• 10+ years of hands-on Digital Product management experience, including support, administration, and operations management
• 5+ years in a leadership or management role overseeing technical teams and/or operations
• 3+ years managing project transitions, implementations and support
• Proven expertise in the following technologies:
• Fullstack development using technology stack Node JS, React JS and SQL
• Devops pipeline management
• AI product development and implementation
• People management for a team size of 20-30 member team in onsite offshore mix
• Strong understanding of ITIL principles and best practices
• Experience with ticketing/ITSM systems (ServiceNow, Jira , Confluence, Sharepoint, Teams channel, Microsoft powerpoint, AI tools such as copilot, Github copilot etc.)

Project Transition Management

• Transition Planning & Execution: Lead the development of comprehensive transition plans for onboarding of new digital products, including scope definition, resource allocation, timeline development, and risk mitigation strategies
• Stakeholder Coordination: Serve as the primary point of contact between various parties like EA, technical delivery teams, and clients during project transitions etc.
• Knowledge Transfer: Establish and oversee knowledge transfer ensuring operations teams have complete understanding of client environments, configurations, and support requirements for the digital products.
• Documentation: Ensure all transition documentation is complete, accurate, and accessible to operations teams (runbooks, system inventory, support procedures, escalation paths)
• Go-Live Support: Provide oversight and hands-on support during project go-live phases, ensuring service continuity and rapid issue resolution
• Post-Transition Validation: Conduct comprehensive post-transition reviews to validate service delivery against agreed SLAs and identify optimization opportunities

Operations Management & Optimization

• Service Delivery Oversight: Manage day-to-day EUC operations across assigned client accounts, ensuring services meet or exceed defined SLAs
• Incident Management: Oversee incident management processes, prioritize critical issues, and drive resolution while maintaining audit trails and customer communications
• Performance Monitoring: Monitor key performance indicators (KPIs) including ticket response/resolution times, customer satisfaction scores, system uptime, and cost efficiency metrics
• Process Improvement: Identify operational bottlenecks and implement process improvements to enhance efficiency, reduce costs, and improve customer satisfaction
• Change Management: Implement structured change management procedures, ensuring all updates and configuration changes are documented, tested, and deployed with minimal disruption
• Team Leadership & Development
• Team Management: Supervise and mentor Digital Ops and Agile POD staff at onsite and offshore
• Performance Management: Conduct regular performance reviews, establish development goals, and provide ongoing coaching to team members
• Training & Certification: Develop and implement training programs to keep technical staff current with industry best practices and new technologies
• Capacity Planning: Assess staffing requirements for each client account and manage resource allocation across multiple projects
• Recruitment Support: Participate in hiring decisions and onboarding of new team members

Client Relationship Management

• Executive Engagement: Participate in quarterly business reviews (QBRs) and executive status meetings with key client stakeholders
• SLA Management: Ensure compliance with all service level agreements and provide regular reporting on service metrics
• Issue Escalation: Handle escalated customer concerns and work toward timely resolution while maintaining professional relationships
• Client Communication: Provide proactive communication regarding service updates
• Customer Success: Drive continuous improvement initiatives based on client feedback and business requirements

Technical Leadership & Architecture

• Solution Design: Provide technical guidance on Digital product design, ensuring alignment with client business objectives and industry best practices
• Technology Evaluation: Evaluate emerging technologies and platforms, providing recommendations for client adoption
• Vendor Management: Manage relationships with vendors and third-party service providers
• Disaster Recovery & Business Continuity: Develop and test business continuity and disaster recovery plans for critical Digital apps

Reporting & Analysis

• Metrics & Reporting: Generate and analyze operational reports, dashboards, and analytics to track service health and performance trends
• Financial Management: Monitor operational budgets, manage costs, and identify opportunities for cost optimization without compromising service quality
• Forecasting: Provide capacity and resource forecasts to support business planning and growth initiatives
• Trend Analysis: Analyze support trends and proactively recommend improvements to reduce recurring issues