Assistant Manager, Solution Delivery Management
Core
End-to-end ownership of digital/IT project delivery, bridging business and technology to ensure requirements are met and systems are adopted.
Role type
Assistant Manager, Solution Delivery Management
Builds
Digitally enhanced experiences and systems for customer care, contact center, and CRM domains.
Domain
Insurance / Customer Care / Contact Center / CRM
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT project management, stakeholder liaison, change management, user research, human-centered design, incident management, SLA monitoring, domain expertise in customer care/CRM
Preferred skills
Technical/development experience, in-source and out-source model experience, PMP certification, ITIL certification
Technologies
None explicitly stated
Responsibilities
Prepare business cases, project charters, and KPIs; manage day-to-day project delivery on time and within budget; conduct user research and define problem statements; create change management plans including UAT and training; monitor user feedback post-go-live; enforce incident procedures and SLAs; act as subject matter expert in customer care/CRM domains.
Seniority
Mid-level, hands-on IC
