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Delivery Manager

2 months ago

O'Fallon, United States Ztek Consulting Full time

What are the top 3 skills required for this role?

1. Leadership and Management

2. Good experience and knowledge about ppt ( presentations)

3. Knowledge about Application support and Incident management



Job Description/ Responsibilities

Role and Responsibilities:


- Lead the delivery of IT services, ensuring all projects are completed on time and within budget.

- Oversee operations to ensure timely resolution of alerts/issues and minimize impact on business operations.

- Provide guidance and support to team members, fostering a collaborative and productive work environment.

- Coordinate with various stakeholders to ensure alignment of project goals and objectives.

- Independently generate and prepare status reports (Weekly, Monthly & Quarterly) for the project.

- Prepare reports (PPTs) and maintain project documentation, reports, and presentations.

- Manage client relationships, ensuring high levels of customer satisfaction and addressing any concerns promptly.

- Oversee customer specific knowledge repository SOP (Processes, Procedures) and ensure version control for historical processes.

- Proactive in communication and ready to take responsibility and ownership.

- Mentor the operations team for technical & process side.

- Ensure delivery of the project from a time, cost and quality perspective.

- Identify, initiate and implement & track CSI/ Automation and any service improvement plans.

- Drive continuous improvement initiatives to enhance service delivery and operational performance.

- Globally partner to deliver world class Application Monitoring Support for client programs, ensuring uninterrupted monitoring and support for all programs of Mastercard

- Oversee and manage a team who provides Application monitoring support for application programs; with a focus on minimizing impact to Customers and internal users with Mean Time To Mitigate (MTTM) as primary Key Performance Indicator (KPI).

- Regularly perform data analysis to determine application program performance and identify areas of improvement.

- Oversee problem management within scope

- Quarterly Audits on SOP and follow-ups with team for timely delivery; Timely Progress reporting to management.

- Ensure availability and alignment of resources for efficient service delivery



Must have


• Skills to do multitasking and prioritize day to day work.

• Follow-ups on pending items should be done without reminders.

• Driving new program on-boardings along with sharing Questionnaire set with L2 and then setup meeting with L2 for planning and tracking the progress of Transition.

• Timely delivery, Quality and content of Weekly text, Monthly & Quarterly Reports

• Active Participation in L1-L2 teams monthly governance calls, respond on calls when L2 teams ask questions and leads need support.


Good to Have:

• Basic understanding of Unix or Linux

• Knowledge of monitoring tools like Splunk & Dynatrace is desired.

• Good to have - Hands on Experience on ITS tools – Remedy/ServiceNow.