Customer Delivery Manager

Job Title: Customer Delivery Manager

Location: WASHINGTON, DC (Day-1 Onsite)

Detailed JD:

Onsite Delivery Manager role - This role is not limited to a fixed set of responsibilities. The scope varies based on account requirements, and there may be additional ad hoc activities and account-level responsibilities that cannot be fully captured here.

Core Responsibility Pillars

1. Client Relationship Management

• Primary point of contact for day-to-day client escalations and requests
• Timesheet follow ups with every respective customer for monthly approval
• Follow up with WBG PMO / TechM PMO for charge code and final approval for invoice generation
• Manage client expectations on scope, timelines, and delivery risks if there any on the current ongoing projects
• Build relationships across client stakeholders (PMO, business users, procurement)
• Spot and flag cross-sell/upsell opportunities back to account leadership -and support client partner
• Hybrid visit to office; floor walk and proactively reach out to customer for any open positions
• Run/attend adhoc/ client calls
• Steer QBR meeting with vendor management. Prepare the deck with the help of the internal team. Reach out to TechM vendor management team for subcon flowdown obligation with all our vendors. Send MoM after updating all the review comments raised during the QBR with the updated deck

2. Onsite Team Management

• SPOC for any issues related to team working at onsite
• Make sure all resources are on right visa, confirm on their work location specified in the visa
• Issue visa letter to resources for extension when required.
• Place LCA pointer for each WBG addresses' notice board, common areas or meeting rooms, send the photo to our visa team (When requested)
• Resource allocation, bench management, and utilization tracking
• Timesheet review and approval, leave planning
• 1:1s, performance feedback, career development conversations
• Monitor onsite open positions and reach out to subcon vendors to get the right profiles. Complete initial interview, arrange customer discussion.
• Onboarding new onsite hires after approval. (client badges, system access, orientation).
• Skill-gap identification and coordinating training/upskilling
• Managing onsite attrition risk and backfill planning
• Accountable for resourcing and delivery across all SLs for the WBG account.

3. Offshore Team Coordination

• Daily sync/handoff calls with offshore leads (EST Mornings)
• Review resource open position on daily / profile availability and fulfilment.
• Offshore capacity planning and ramp-up/ramp-down coordination for the project which is required.
• Coordinating offshore attrition backfills and knowledge transfer - communicating the same with customer

4. Vendor Management (Onsite)

• Managing subcontractor/staff-augmentation vendors present at client site
• Tracking vendor WOs, and billing reconciliation
• Reach out to subcon vendors for resource fulfilment
• Make sure the subcon vendor follows the WBG policies
• Vendor onboarding site access, security clearance, compliance checks

5. Financial/Commercial Management

• PO validation, extension submission, monitor PO balance and request for addition and extension
• Following up on invoices, UBR / DSO if required
• Optimizing the onsite-offshore staffing pyramid for cost efficiency

6. Compliance & Administration

• Client site security/compliance requirements (badges, VPN, background checks)
• Supporting internal and client audits
• Time & attendance compliance for onsite resources