Associate Manager Service Delivery

Position Title:
Associate Manager - Services Delivery
Location:
Mohali, Shift – As per requirement
Reports To:
Manager Service Delivery
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Position Overview:
In a projectized organizational structure, the Associate Manager - Services Delivery is responsible for the successful execution of IT service projects while also overseeing and managing project-based teams. This role combines leadership in project delivery management responsibilities, fostering a high-performance culture and ensuring teams are engaged, skilled, and aligned with project and organizational objectives.
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Key Responsibilities:
Delivery Management:
•    Lead and oversee the successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets.
•    Define project objectives, deliverables, and success criteria while managing project lifecycles.
•    Track and report project progress using standardized dashboards and KPIs.
SLA and KPI Management:
•    Ensure that all projects meet contractual SLA obligations and internal performance standards.
•    Conduct root cause analyses for SLA breaches and implement mitigation strategies to avoid recurrence.
Customer Relationship Management:
•    Act as the primary liaison for customers on project-related issues, updates, and escalations.
•    Regularly conduct project reviews and feedback sessions with clients to enhance satisfaction and retention.

Operational Efficiency
•    Monitor service delivery metrics and take corrective/preventive actions as needed.

Resource Management:
•    Assign, manage, and oversee project-specific team resources, ensuring optimal utilization and alignment with project goals.
•    Foster team engagement, collaboration, and motivation to maintain a high-performance culture.
•    Identify training needs and coordinate professional development opportunities to enhance team skills and capabilities.
•    Develop succession plans and career paths for team members to align with organizational goals.
•    Ensure timely onboarding and proper allocation of new resources for projects.
Risk and Issue Management:
•    Maintain a risk register for projects, proactively identifying and addressing potential risks.
•    Facilitate rapid escalation and resolution for critical project issues.
Change and Transformation Management:
•    Manage project scope changes through structured Change Control Processes.
•    Communicate and align stakeholders on transformation initiatives and ensure proper documentation.
Governance and Compliance for Projects:
•    Establish and monitor governance frameworks for effective project delivery.
•    Ensure compliance with legal, regulatory, and organizational standards on a per-project basis.
Delivery Financial Management:
•    Responsible for completing billing processes promptly, adhering to the scheduled billing cycle
•    Develop and track project budgets, billing, and financial forecasts.
•    Maintain financial dashboards to monitor project profitability and cost-effectiveness.
•    Conduct variance analysis between planned and actual financial outcomes for each project.
Continuous Improvement:
•    Collect feedback from project teams and clients to implement process improvements.
•    Promote a culture of innovation and learning within the project teams to drive efficiency and quality.

Qualifications:
•    Education: Bachelor’s degree in IT, Project Management, or a related field.
•    Experience: 
o    Greater than 8 Years in Service delivery in EUC , Networking and similar role in IT Managed services.
o    Proven experience in managing projectized environments, IT service delivery, and people management.
o    Demonstrated success in leading and developing diverse teams.
•    Certifications: PMP, PRINCE2, ITIL, or Agile certifications are required.
•    Skills:
o    Expertise in project management frameworks (e.g., Agile, Waterfall).
o    Proficiency in team management tools (e.g., ServiceNow, Jira, Microsoft Project).
o    Strong leadership, conflict resolution, and decision-making abilities.
o    Exceptional communication and interpersonal skills.
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Key Competencies:
•    Ability to lead cross-functional and geographically dispersed teams.
•    Should be aware/ having the knowledge in managing Service delivery lifecycles
•    Stakeholder Management: Effective communication and relationship-building with clients and teams.
•    Resource Optimization: Strategic allocation and management of resources to ensure efficiency.
•    Risk Mitigation: Proactive identification and resolution of risks.
•    Continuous Improvement: Focus on driving innovation and quality enhancements.
•    Customer focus and service excellence
•    Attention to detail and process orientation
•    Analytical & Reporting Skills
•    Knowledge of ITIL framework and ISO standards

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Work Environment:
•    Responsible for managing account(s) with a revenue size of minimum $1 million
•    Dedicated to leading project-based teams across multiple projects concurrently.
•    Occasional travel to customer or project sites may be required.
•    Flexibility to work outside regular hours to meet project milestones or address critical issues.
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