Manager – Governance Service Delivery

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Bangalore, India. Some amount of travel may be required.


This role will be responsible for the entire Service delivery for a key client’s Governance Process. He/She will be responsible for managing a team of Lead Analysts/Analysts.

This is a hands on role and will also require the person to be a mentor and train the team. The person should have hands on knowledge of Contract Management and Financial Management. In addition, knowledge of Performance Management and Risk Management is desirable.

In addition to client reports, this person will also be responsible for creating project related reports and analysis for Neo management.


  • Work with service providers to get accurate and timely data for the reports
  • Manage the data collected from various service providers
  • Directly responsible for the Contract Management and Financial Management areas of the program.
  • Manage the leads for the Performance Management and Risk Management areas of the program.
  • Ensure all the reports are prepared on a timely basis with due care to ensure high quality of deliverables
  • Create analysis reports in all the areas that are being managed by the person – Contract, Performance, Financial and Risk.
  • Work with the client and service providers to find root cause analysis in all areas and to prevent issues from reoccurring.
  • Provide continuous improvement ideas based on current service metrics
  • Work to create standardized reporting across service providers
  • Document and work with stakeholders including the IT team
  • Conduct monthly client meetings and quarterly governance meetings.
  • Participate in the governance meetings between the client and the service provider.
  • Provide Team Management – including service delivery, people management and work review


  • MBA or relevant master’s graduation from reputed management institutes with strong academic record.
  • Bachelors degree with relevant experience will also be considered
  • 8- 15 years of experience in outsourcing industry(IT,ITeS) with experience in working in all areas of an outsourcing scenario
  • Prefer persons with experience in Governance Services Management
  • Client management skills * Excellent knowledge of Excel
  • Team management and excellent people skills
  • Good knowledge of IT/BPO industry knowledge.
  • Experience in working in a KPO environment in an onsite-offshore delivery model and good understanding of governance process.
  • Mandatory experience in contract management and financial management of outsourcing contracts/deals
  • Excellent Communication skills, assertive, good negotiation skills and a balanced view of the situation
  • Should be able to monitor and control project cost; track and improve project profitability.
  • Ability to develop and deliver presentations at both tactical and strategic level of audience.
  • Ability to negotiate with the team and the clients to ensure client deliverables.


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