Iqbal Ahmed
Senior Delivery Manager
Hyderabad,TG
Summary
Accomplished Senior Delivery Manager with a proven track record at Amazon and Avetti Commerce, excelling in client relationship management and delivery & program management. Spearheaded cross-geographical projects, enhancing customer success and operational efficiency through agile methodologies and robust change management. Skilled in fostering team collaboration and driving significant improvements in project delivery standards.
Overview
14
14
years of professional experience
Work History
Senior Delivery Manager
Avetti Commerce Pvt Ltd
12.2017 - Current
- Senior Delivery Manager with 7 years of hands-on experience in successfully managing customer success and delivery teams catering to Enterprise and SaaS IT projects.
- Managed delivery team responsible for end-to-end delivery of eCommerce projects (project lifecycle management, end user training and support, upsell new services, coach and mentor delivery team).
- Managed clientele of all sizes and scale across geographies, including EMEA, APAC, and NA. Clients include ICICI Bank UK PLC, US Bank (promo products store), The Diamond Store, Publications Ontario, and Staples.
- Delivered complex projects within tight deadlines by implementing agile methodologies, continuously analyzing processes, and identifying areas for improvement, and enhancing team collaboration.
- Developed strong relationships with stakeholders, ensuring timely updates on project status and deliverables.
- Managed budgets effectively, controlling costs while maintaining optimal resource allocation across projects.
- Implemented robust quality assurance measures to minimize defects and ensure the highest standards of project delivery.
- Collaborated with cross-functional teams to streamline workflows, reducing redundant tasks and increasing productivity.
- Led change management efforts to ensure seamless adoption of new technologies and processes within the organization.
- Successfully drove the project design, development, and launch of Commerce 10, a new version of the existing eCommerce platform in 6 months. The project included a redesigned user interface, functional changes, and customer data analytics features to improve the customer experience.
- Leading a team of 25 employees across multiple roles, such as account managers, software developers, UI/UX designers, catalog specialists, and support.
- Experienced Scrum Leader, avid Kaizen follower leading continuous improvements in product and processes, enhancing customer experience.
Team Lead - Amazon Seller Services
Amazon
05.2014 - 12.2017
- Managed a team of 15 associates offering technical support to Amazon Sellers across different products, such as Selling on Amazon, Amazon Sponsored Products, Marketplace Web Services, Login with Amazon, etc
- Support and motivate the team to consistently achieve seller satisfaction, productivity, and other performance targets, such as PRR (Positive Response Rate), AHT (Average Handling Time), and RR (Reopen Rate), geared towards improving the seller experience.
- Organize daily team huddles to update the team with the latest process improvements, ongoing performance trend, and engage team members to discuss ideas on improving team performance.
- Handle escalations from customers and internal teams, and deliver feedback accordingly.
- Collate data points/feedback from end customers and associates, and liaise with Product/Program Managers to drive product/process improvements
- Pull up daily and weekly reports to analyze individual and team performance trends.
- Held meetings with employees to evaluate performance and make plans for improvement
- Drive modifications to standard operating procedures (SOPs) and to improve service levels, quality and productivity through Kaizens
Technical Account Management
Amazon
09.2010 - 05.2014
- Onboard and provide technical account services to US/UK Sellers on Amazon on multiple platforms such as Advertising (Sponsored Products), Product Ads, Payments (Pay with Amazon), Amazon Webstore, Marketplace WebServices, and Amazon Marketplace.
- Worked on high-profile Amazon Webstore client accounts, such as Samsonite, Marks and Spencer, Target, etc., by troubleshooting any reported technical issues.
- Marketplace Web Services – Help sellers and 3rd party developers to integrate with MWS APIs and programmatically exchange data with Amazon in managing inventory, order fulfillment services, sales reports.
- Sponsored Ads/Product Ads – Consulted and served as an expert to increase clients' knowledge of the advertising platform, providing account and campaign level reporting, general consultation and training, best practices, and concrete advice based on data analysis using advertising performance reports.
Education
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University
Hyderabad 04.2001 -
Skills
Delivery & Program Management
Timeline
Senior Delivery Manager
Avetti Commerce Pvt Ltd
12.2017 - Current
Team Lead - Amazon Seller Services
Amazon
05.2014 - 12.2017
Technical Account Management
Amazon
09.2010 - 05.2014
Bachelor of Technology - Computer Science
Jawaharlal Nehru Technological University
04.2001 -
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