Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! Position: Associate Delivery or Delivery ManagerLocation: Bangalore /Noida Team: Field Engineering, Ultimate Support Our companyAt Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. If you're passionate about leading from where you sit, join us.Position SummaryAdobe is looking to employ a passionate, enthusiastic and consulting focused Delivery Manager to build and manage a team, focusing on delivering solutions and consultation for Adobe customers. The Delivery Manager shall be the leader of a team who will be managing end to end delivery operations, customer engagement issues, people management and collaborate with regional stakeholders and other functional organization on various strategic initiatives. This role will work with Project Managers, group of technical & business consultants who works across DX solutions and regions.As a leader, he/she needs to leverage his/her proven experience and internal frameworks/tools to help in scaling-up the team, focus on program success, guide team towards delivery excellence & customer success, manage employee experience & their growth and overall process & resource optimization. What you'll do• Lead and build a team of consultants, architects and project managers.• Responsible for thought and delivery leadership.• Owns strategy and roadmap with business stakeholders.• Lead team to ensure adequate account coverage through team schedules and back-ups. • Responsible for innovating and delivering the projects, ensuring timely delivery, quality and showcasing value to the Customer.• Must demonstrate a sense of ownership to plan, execute and drive the Delivery excellence and Customer success through collaborative environment.• Responsible for coaching and developing staff to meet or exceed project expectations. • Mentor and nurture team towards delivery excellence, technology, customer success, process improvements and collaboration.• Leads and motivates the teams in a fast-paced, dynamic, and global environment.• Drive efficiency, productivity from the team, new approaches, and critical thinking for Customer success.• Coach and mentor team with customer critical issues and non-engagement; assist in problem evaluation and resolution. • Handle Customer critical issues resolving the problem and/or dealing with the customer. • Manage Customer escalations, layout effective remediation plan to address the issues and C’SAT.• Prepare and execute the action plan(s) to address identified issues from customer satisfaction surveys. • Assist with quarterly business review preparation and reports. • Attend and represent team in Customer meetings and Adobe events as needed. • Define and implement processes across multiple projects which help in streamlining the functioning of the project• Ensure dissemination of process, policies, performance and quality expectations • Collaborate with cross-functional business on various organization level initiatives.• Build individual expertise in at least one Adobe solution, Industry vertical. • Develop a broad understanding of all Adobe Customer Experience solutions and keep up to date with feature improvements & updates.• Excellent decision-making, communication and collaboration skills.• Able to fit in well within an informal rapid innovation environment and to provide hands-on management What you need to succeed• 15+ years of experience managing enterprise consulting portfolio or equivalent industry experience.• Must be a strong people manager with at least 5 years of experience in managing a team of 50 team members or more.• Experienced managing multiple enterprise accounts across business verticals and geos.• Experienced in managing customer escalations and layout effective get-well plan to retain customers.• Experienced in managing and expanding a high-performance consulting team including - hiring, mentoring and retaining key talent.• Strong background in all aspects of the software development process – J2EE, Java, AEM etc.• Knowledge of Adobe DX solutions (AEM & SaaS implementations) or any other digital platforms would be plus.• Experience in digital analytics and knowledge of best practice requirements to deliver business optimization solutions is advantageous.• Experience working with teams in rapid and dynamic delivery environments.• Able to act as an advocator for both internal and external customers to ensure we successfully deliver on the requirements and expectations.• Desire to be on a highly productive, fast-paced team.• Excellent English written and verbal communication skills.• BS degree in Computer Science (or equivalent), advanced degree preferred
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