Delivery Excellence Manager (GDC DEM)
Teradata
Islamabad, Islamabad PK
19d ago

Requisition Number201701Islamabad, Islamabad PK

Teradata empowers companies to achieve high-impact business outcomes through analytics. With a powerful combination of Industry expertise and leading hybrid cloud technologies for data warehousing and big data analytics, Teradata unleashes the potential of great companies.

Partnering with top companies around the world, Teradata helps improve customer experience, mitigate risk, drive product innovation, achieve operational excellence, transform finance, and optimize assets.

Teradata is recognized by media and industry analysts as a future-focused company for its technological excellence, sustainability, ethics, and business value.

The Teradata culture isn’t just about one kind of person. So many individuals make up who we are, making us that much more unique.

It’s what sets apart the dynamic, diverse and collaborative environment that is Teradata. But even as individuals, there’s one thing that we all share our united goal of making Teradata and our people the best we can be.

Role Description

Provides overall oversight, accountability, thought leadership and service delivery expertise contributing to the successful delivery of Global Delivery Centers (GDC) services for Teradata projects / engagements.

The persona will recommend and develop appropriate solutions to solve common and complex business issues with contributions addressing the critical business drivers and objectives of the customer.

They will highlight stakeholder awareness of operational issues, risks and actions pertaining to the service. Acts as trusted partner, creating and maintaining effective customer relationships to ensure customer satisfaction and ensuring that appropriate growth opportunities are brought to the Account Team’s attention.

The Delivery Excellence Manager collaborates with local Think Big Analytics, Consulting Directors, Teradata Account Teams, GDC Practice Leaders and 3rd party vendors to successfully perform the GDC scope for an engagement.

Key Areas of Responsibilities

Delivery Excellence

  • Understands Teradata’s solution offering rooted in Velocity Services. Understands the customer’s business environment and business problems in light of Velocity Services
  • Builds relationships with customers - both business and IT through analyzing delivery requirements & contributing to customer strategic business plan
  • Understands and reinforces account plan initiatives within scope of assignment. Takes a leadership role in securing new consulting engagements and managing day to day client relationships and results
  • Owns customer operational relationship, develops & nurtures to excellent customer satisfaction and acts as the primary point of escalation supporting the local Teradata PM
  • Acts as the main contact for operational & tactical issues, representing delivery of all services (all functions) to the customer and local Teradata PM
  • Manages customer expectations by developing performance metrics and reporting, escalation management & communication
  • Ensures performance goals are met for all in scope services across all engagements, identifying & analyzing gaps & implementing corrective action plans
  • Builds value for the account through the contribution and reuse of Teradata assets. Evaluate project deliverables and drives contribution of assets into COMPAS (Knowledge Management Portal)
  • Assures compliance with Teradata’s and customer’s HR, PR, legal, financial, ethics and government related policies, strategies, and processes
  • Operations Management

  • Owns and manages expense / cost target commitments for all account requirements, implementing & monitoring expense control (i.
  • e. staffing, time tracking) for all GDC Consultants

  • Negotiates with and manages 3rd party vendors contributing to contractual requirements when required
  • Identifies revenue opportunities and passes these onto local account team and GDC Customer Excellence team
  • Complexity

  • May involve multiple regions
  • Varying complexity of account, from complex to custom designed delivery solutions across complex ecosystems
  • May involve varying methodologies, including account specific delivery methodologies that may include external partners or multi-vendor set-up
  • Education & Experience

  • Bachelor Degree (may require advanced degree)
  • Typically, 8+ years’ experience in managing IT projects and engagements and managing teams in a functional or matrix setting
  • Account Delivery and Client Management experience
  • Ability to turn around escalations and see them as opportunities for improvement and growth
  • Ability to focus on project predictability and working with defect management
  • Good understanding of Financial Management practices
  • Good technical understanding, experience in one of the following data warehousing, analytics, business intelligence
  • For Managed Services engagements, full understanding of Service Management processes within ITIL for example ticketing system, and how the ticket system is used to manage workloads
  • For Project Implementation engagements, full understanding of traditional project management methodologies, AGILE methodologies, SCRUM ceremony practices and Bid Management
  • Excellent verbal and written communication skills
  • Process oriented and quality conscious
  • Ability to question, clarify, think critically, make decisions, mentor, work in a high-pressure environment. Recognized thought leader
  • Willingness to work non-standard shifts
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