(Delivery & Operations) Manager

Role Overview:

We are seeking an experienced and proactive Onshore Program Manager to oversee delivery and operations activities for our customer engagement. This role will serve as the primary onshore liaison, working closely with both client stakeholders and offshore delivery teams to ensure seamless communication, timely execution, and high-quality outcomes across the program.

Key Responsibilities:

1. Customer Liaison
   Serve as the main onshore point of contact for client communications, primarily engaging with Scrum Masters, Senior Managers, and other key stakeholders.
2. Cross-Team Collaboration
   Coordinate with offshore leads and project managers to track progress, address feedback, manage change requests, and ensure timely issue resolution.
3. Program Oversight
   Monitor end-to-end program delivery to ensure adherence to timelines, quality benchmarks, and customer expectations.
4. Deliverable Review
   Review project reports, quotations, and other key deliverables prior to submission, ensuring accuracy, consistency, and alignment with project goals.
5. Operational Coordination
   Oversee essential operational activities such as timesheet tracking, invoice validation, quotation and fee review, and contract status updatesensuring alignment across relevant teams.
6. Risk & Issue Management
   Proactively escalate risks or delivery concerns and support resolution planning in close coordination with the Program Delivery Manager.
7. Onsite Engagement
   Maintain a strong onsite presence to support real-time communication, manage customer expectations, and strengthen working relationships with customer and onsite team.
8. Support Planning & Reporting
   Participate in program planning, reporting, and other ad hoc initiatives to ensure smooth execution and continuous improvement.
9. Process Familiarity
   Familiarity with FPTs internal delivery and operational processes is a plus.

Note: This role may expand to include additional responsibilities depending on evolving program requirements and customer needs.

Job Requirements

Qualifications & Experience:

• Bachelors degree in Information Technology, Business, Project Management, or a related field.
• Minimum 5 years of experience in IT delivery, project coordination, or program management roles, preferably within a customer-facing environment.
• Proven experience working in a hybrid onshore-offshore delivery model.

Skills & Competencies:

• Strong understanding of Agile and Scrum methodologies; experience working closely with Scrum Masters and technical teams.
• Excellent communication and stakeholder management skills, with the ability to liaise confidently with both customers and internal teams.
• Strong organizational and analytical skills with attention to detail in reviewing reports, quotations, and other deliverables.
• Ability to identify risks, manage issues, and support timely resolution through cross-functional coordination.
• Comfortable working in a dynamic, fast-paced environment with changing priorities.

Tools & Technical Knowledge:

• Proficiency in project management tools (e.g., JIRA, Confluence, MS Project, or equivalent).
• Familiarity with basic financial operations related to project delivery, such as invoicing, timesheet tracking, and quotation reviews.

Other Requirements:

• Must be based on-site (or willing to work on-site regularly) to maintain close communication with customer stakeholders.
• Strong problem-solving mindset with a proactive and collaborative approach.
• Flexibility to take on additional responsibilities as program or customer needs evolve.