Job Title : Associate Manager - Service Delivery

Location : Mohali/Bangalore

Position Type : Full-Time

Shifts : APAC & EMEA

Role Summary:

The Associate Manager is responsible for leading project-level service delivery, managing resources, and ensuring adherence to SLAs and KPIs. They support client engagement on project-related matters, drive operational improvements, and mentor team members. This role combines tactical leadership with elements of strategic planning to prepare for future managerial responsibilities.

Key Responsibilities

- Project Delivery Leadershi p: Lead and oversee successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets. Track and report progress using standardized dashboards and KPIS.
- SLA & KPI Managemen t: Monitor compliance with contractual obligations and internal standards. Conduct root cause analysis for SLA breaches and implement corrective actioNS.
- Resource Managemen t: Assign and manage project-specific resources, ensuring optimal utilization. Foster team engagement and identify training needs to support career development.
- Customer Engagemen t: Act as liaison for project-related updates and escalations. Conduct project reviews and feedback sessions to enhance client satisfaction.
- Risk & Issue Managemen t: Maintain risk registers, proactively identify risks, and facilitate rapid resolution of critical issues.
- Continuous Improvemen t: Collect feedback from teams and clients to implement process enhancements. Promote innovation and efficiency within project teams.
- Financial Awarenes s:



Track project budgets and billing cycles. Conduct variance analysis between planned and actual outcomes to ensure cost-effectiveness.
- Drive Operational Excellenc e: Establish and enforce structured governance frameworks to ensure consistency, compliance, and accountability across all service delivery activities. Implement standardized processes and controls to maintain high-quality outcomes and reduce operational risks.
- Support Continuous Improvemen t: Actively identify gaps and inefficiencies in current workflows by leveraging performance data and stakeholder feedback. Lead initiatives to streamline processes, enhance productivity, and align improvements with organizational objectives and client expectations.
- Performance Reporting & Insight s: Develop comprehensive performance reports that go beyond basic metrics, incorporating trend analysis, risk assessments, and predictive insights. Highlight areas of concern, propose corrective actions, and present actionable recommendations to senior leadership for informed decision-making.

Qualifications

Education : Bachelor’s degree in IT, Project Management, or related field.

Experience : 6–8 years in IT service delivery, project management, or similarroles

Certifications : ITIL v4 , PMP or PRINCE2 (preferred), Agile fundamentals.

Skills :

- Solid leadership and team management abilities.
- Proficiency in ITSM tools (ServiceNow, Jira) and reporting tools (e.g.: Power BI, Tableau).
- Excellent communication and stakeholder management skills

📌 Associate Manager - Service Delivery (Sahibzada Ajit Singh Nagar)
🏢 AVASO Technology Solutions
📍 Sahibzada Ajit Singh Nagar