Reflections Info Systems - Delivery Manager

Role Overview:

We are looking for a Delivery Manager with 10+ years of experience who can take end-to-end ownership of client accounts, drive delivery excellence, build strong senior-level client relationships, and contribute to account growth and retention.

The ideal candidate should be comfortable engaging directly with senior client stakeholders, including CTO/CXO-level executives, and should have a strong understanding of both delivery and business objectives.

Key Responsibilities:

Client Relationship Management:

• Own and strengthen relationships with key client stakeholders across assigned accounts.
• Establish trusted relationships with senior client stakeholders, including CTO/CXO-level executives.
• Act as a primary point of contact for client escalations and critical delivery matters.
• Understand the client's organizational structure, key decision-makers, business priorities, and expectations.
• Conduct regular client interactions and proactively address concerns before they become major escalations.
• Maintain strong client satisfaction and long-term relationships.

End-to-End Delivery Management:

• Take ownership of end-to-end delivery across assigned projects/accounts.
• Ensure projects are delivered within agreed scope, timelines, quality standards, and commercial commitments.
• Drive delivery governance, planning, risk management, issue resolution, and stakeholder communication.
• Proactively identify delivery risks and implement appropriate mitigation plans.
• Ensure escalations are handled effectively and resolved at the appropriate level.
• Coordinate with internal delivery, technology, operations, and leadership teams to ensure seamless execution.

Account Growth & Mining:

• Identify opportunities for account expansion, cross-selling, and up-selling.
• Understand client business needs and identify areas where additional solutions or services can create value.
• Work closely with internal sales/business teams to convert identified opportunities into account growth.
• Contribute to account retention and strengthen the organization's position within the client account.
• Demonstrate a clear understanding of the commercial value and growth potential of assigned accounts.

Commercial & Financial Management:

• Participate in commercial discussions with clients, including rates, change requests, renewals, estimates, and scope changes.
• Understand project/account commercials and their impact on revenue and margins.
• Support budgeting, forecasting, resource planning, and financial management for assigned accounts.
• Work with relevant stakeholders to manage commercial risks and ensure profitability.
• Take ownership of commercial conversations within the defined authority and approval framework.

Stakeholder & Escalation Management:

• Serve as the senior escalation point for client-facing delivery issues.
• Independently manage critical situations and determine when additional internal support is required.
• Engage the appropriate internal stakeholders to resolve complex delivery, operational, or commercial challenges.
• Maintain clear communication with clients throughout the resolution process.
• Ensure escalations are converted into opportunities to strengthen client confidence and relationships.

Team & Resource Management:

• Provide leadership and direction to delivery teams across assigned projects/accounts.
• Work closely with project managers, technical leads, and other functional teams to ensure effective execution.
• Support resource planning and ensure appropriate skills and capacity are available to meet client commitments.
• Promote accountability, collaboration, and delivery excellence across teams.

Delivery Excellence & Continuous Improvement:

• Establish and maintain effective delivery governance and operational processes.
• Drive continuous improvement, automation, optimization, and operational excellence initiatives.
• Monitor delivery performance against agreed KPIs and client expectations.
• Identify opportunities to improve efficiency, quality, productivity, and customer experience.