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 Leadership: 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 Management: Monitor compliance with contractual obligations and internal standards. Conduct root cause analysis for SLA breaches and implement corrective actions.
Resource Management: Assign and manage project-specific resources, ensuring optimal utilization.
Foster team engagement and identify training needs to support career development.
Customer Engagement: Act as liaison for project-related updates and escalations. Conduct project reviews and feedback sessions to enhance client satisfaction.
Risk & Issue Management: Maintain risk registers, proactively identify risks, and facilitate rapid resolution of critical issues.
Continuous Improvement: Collect feedback from teams and clients to implement process enhancements. Promote innovation and efficiency within project teams.
Financial Awareness: Track project budgets and billing cycles. Conduct variance analysis between planned and actual outcomes to ensure cost-effectiveness.
Drive Operational Excellence: 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 operatio