The Role
Owns project delivery, resource planning, SLA compliance, budget and margin performance. Manages staffing, onboarding, training, performance reviews, governance, KPIs, invoicing inputs and operational improvements. Partners with account leaders, finance, quality teams and clients to resolve issues, maintain customer satisfaction, improve delivery efficiency and support growth initiatives.
Summary Generated by Built In
Role description Owns and manages project-specific delivery; responsible for day-to-day resource management and project SoW execution ensuring delivery & cost excellence Key responsibilities Drive delivery execution and delivery excellence in adherence to SLAs • Primary owner for delivery execution & management: deliver to project SLAs & contractual requirements, project reviews, resource planning, budget and SLA management
• Track employee motivation and CSAT scores; maintain healthy work environment on projects to keep employee attrition in check
• Provide technical oversight for project & day-to-day problem resolution; Carry out day-to-day resource management- assignment of tasks, staffing, release and training
• Ensuring operational delivery excellence; drive process maturity through adoption of best practices shared by assurance team
• Ensure operational metrics for project are aligned to planned margins: execute project in-line with planned utilization, shoring and pyramid ratios
• Proactively share inputs with ADMs & Horizontal heads on project-specific issues on resource requirements, underperformance or scope
• Conduct periodic reviews and performance evaluation of project resources and drive improvement through regular feedback; ensure timely validation and approval of timesheets Lead governance activities for own project & support ADMs in account-level governance • Track and monitor project specific KPIs and report the same in prescribed format; share inputs with ADMs to support account-level tracking
• Forecast resource cost on existing projects and share inputs with ADMs
• Support ADMs in identification of margin improvement initiatives; driving implementation
• Coordinate with Solutioning team for technical onboarding / understanding on solution deployed in the project
• Onboard resources, assign roles & responsibilities and assess trainings needs; create project-specific delivery plan in line with overall project plan
• Coordinate account governance activities with ADMs and provide inputs to finance on invoicing, WIP revenue, validate accuracy for project cost loaded in the P&L Drive customer satisfaction by supporting ADM establish strong connect with key client stakeholders • Support frequent communication & periodic check-ins with client to build relationship
• Support ADM/AM/Horizontal Head in technical query & escalation resolution Key Interfaces • Coordinate regularly with ADMs for overall account/project governance covering delivery execution, development of project plan, implementation of margin initiatives, client engagement and resourcing decisions • Collaborate with, and share inputs on growth & innovation investment agenda with Horizontal Head; Horizontal Head/GSO to lead and put forth to investment committee • Work with ADMs to identify & pursue growth opportunities in the account • Collaborate with Delivery Assurance & Quality Mgmt. teams to ensure delivery excellence, and/or productivity initiatives are incorporated into the delivery model • Work with Finance on financial reporting and customer billing Key Metrics KPIs
• Utilization %
• Client satisfaction (CSAT)
• Attrition %
• Project overruns (% and #) KRAs
• Delivery efficiency metrics (Span of
control, Pyramid, Shoring)
• Delivery Quality scores (#Red projects,
SLA compliance, COQ, COPQ)
• Track employee motivation and CSAT scores; maintain healthy work environment on projects to keep employee attrition in check
• Provide technical oversight for project & day-to-day problem resolution; Carry out day-to-day resource management- assignment of tasks, staffing, release and training
• Ensuring operational delivery excellence; drive process maturity through adoption of best practices shared by assurance team
• Ensure operational metrics for project are aligned to planned margins: execute project in-line with planned utilization, shoring and pyramid ratios
• Proactively share inputs with ADMs & Horizontal heads on project-specific issues on resource requirements, underperformance or scope
• Conduct periodic reviews and performance evaluation of project resources and drive improvement through regular feedback; ensure timely validation and approval of timesheets Lead governance activities for own project & support ADMs in account-level governance • Track and monitor project specific KPIs and report the same in prescribed format; share inputs with ADMs to support account-level tracking
• Forecast resource cost on existing projects and share inputs with ADMs
• Support ADMs in identification of margin improvement initiatives; driving implementation
• Coordinate with Solutioning team for technical onboarding / understanding on solution deployed in the project
• Onboard resources, assign roles & responsibilities and assess trainings needs; create project-specific delivery plan in line with overall project plan
• Coordinate account governance activities with ADMs and provide inputs to finance on invoicing, WIP revenue, validate accuracy for project cost loaded in the P&L Drive customer satisfaction by supporting ADM establish strong connect with key client stakeholders • Support frequent communication & periodic check-ins with client to build relationship
• Support ADM/AM/Horizontal Head in technical query & escalation resolution Key Interfaces • Coordinate regularly with ADMs for overall account/project governance covering delivery execution, development of project plan, implementation of margin initiatives, client engagement and resourcing decisions • Collaborate with, and share inputs on growth & innovation investment agenda with Horizontal Head; Horizontal Head/GSO to lead and put forth to investment committee • Work with ADMs to identify & pursue growth opportunities in the account • Collaborate with Delivery Assurance & Quality Mgmt. teams to ensure delivery excellence, and/or productivity initiatives are incorporated into the delivery model • Work with Finance on financial reporting and customer billing Key Metrics KPIs
• Utilization %
• Client satisfaction (CSAT)
• Attrition %
• Project overruns (% and #) KRAs
• Delivery efficiency metrics (Span of
control, Pyramid, Shoring)
• Delivery Quality scores (#Red projects,
SLA compliance, COQ, COPQ)
Black Box Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Box and has not been reviewed or approved by Black Box.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical and prescription drug coverage plus dental and vision plan options. Life and disability protections are also included, along with EAP and emergency travel assistance.
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Leave & Time Off Breadth — Time-off offerings are described as broad, including paid time off, company holidays, floating holidays, and multiple leave types such as jury duty and bereavement leave. Paid time off and benefits are also characterized as “good” in at least one recent account.
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Retirement Support — Retirement and tax-advantaged savings options include a 401(k), FSAs, and an HSA with company contributions. A company match is also cited in one instance, suggesting some employer support for retirement saving.
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The Company
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
