Associate Delivery Manager - Implementations (Noida)

Associate Delivery Manager - Implementations (Noida)

26 Aug
|
Recognized
|
Noida

26 Aug

Recognized

Noida

Join the Legacy of Innovation with FCI -CCM:




FCI is a leader in Customer Communication Management (CCM), empowering enterprises to deliver hyper -personalized, omnichannel, and data -driven customer experiences through its flagship platform VARTA. With a legacy dating back to 1959, FCI combines decades of communication expertise with modern technology to help clients across banking, insurance, telecom, utilities, and healthcare transform their customer engagement into a strategic growth engine.




As a Associate Delivery Manager - Implementations you will own post -implementation excellence, manage BAU operations, releases, and SLAs, and act as a trusted customer -facing SPOC for enterprise SaaS/FinTech platforms—ensuring stability, scalability, and long -term customer success.




Broad Function:




The role is responsible for end -to -end post -implementation service delivery and operations for SaaS / FinTech products, ensuring platform stability, high availability, SLA adherence, and customer satisfaction. This includes managing BAU operations, change requests, releases, and production support, acting as the primary customer -facing SPOC, and collaborating with Product, Engineering, and Sales teams to




Purpose of the Role:




To ensure stable, scalable, and high -quality delivery of SaaS/FinTech platforms post go -live, while driving operational excellence, SLA adherence, and customer success.






Roles and Responsibilities (not limited to):




- Post -Implementation Delivery Ownership - Own end -to -end post -implementation delivery for SaaS / FinTech platforms, ensuring stability, scalability, high availability, and service quality in production

- BAU Operations & Change Management - Manage BAU operations including Change Requests (CRs), product enhancements, defect fixes, and customer -specific configurations across multiple accounts.

- Customer Stakeholder Management - Act as the primary customer -facing SPOC post go -live, managing expectations, delivery commitments, escalations, and overall service experience.

- Change Requests & Enhancements Execution - Drive CRs and minor feature enhancements from requirement clarification through development, testing, release, and post -release monitoring.





- Production Support & Incident Management - Oversee L2 application support including incident triage, root cause analysis (RCA), coordination of hotfixes, and production releases.

- SLA, KPI & Operational Metrics Management - Track and manage SLAs, KPIs, and operational metrics such as incident resolution, backlog health, release quality, and customer impact.

- Release & Sprint Management - Plan and manage release cycles and sprint commitments, including regression testing and production deployments with minimal downtime.

- Agile Delivery & Cross -Functional Collaboration - Ensure adherence to Agile / Scrum delivery models while collaborating closely with Product, Engineering, QA, DevOps, and Support teams.

- SDLC & Change Governance - Monitor and enforce SDLC and change management processes, ensuring documentation, approvals, compliance, and audit readiness.

- Risk & Dependency Management -Identify delivery risks, dependencies, and capacity constraints, and proactively implement mitigation plans.

- Reporting & Executive Communication - Prepare and present delivery dashboards, release notes, status reports, risk logs, and SLA reports to internal stakeholders and customers.

- Product Roadmap Alignment - Partner with Product Management to align customer CRs and enhancements with product roadmap priorities.

- Sales & Commercial Support - Support Sales and Account Management teams with effort estimation, SOW creation, commercials, renewals, and enhancement/support contracts.

- Account Growth & Customer Retention - Build long -term customer relationships to drive renewals, account growth, and upsell opportunities.




Cultural Traits (Critical Fit Requirements):

- Strong ownership mindset with accountability for delivery and outcomes

- Customer -first attitude focused on reliability, service quality, and long -term partnerships

- Execution -driven and resilient, able to operate in high -pressure production environments





- Collaborative leader who works effectively across product, engineering, and business teams

- Process - and data -oriented, with respect for SLAs, compliance, and delivery discipline

- Adaptable and solution -focused, comfortable in fast -evolving SaaS / FinTech ecosystems





Requirements

Desired Qualifications & Experience:



- Bachelor’s degree in computer science, Engineering, or related field

- 4+ years of Service Delivery / Operations experience with 5+ years overall IT experience

- Proven experience in SaaS / FinTech or product -based environments

- Strong background in post -production support, customer escalations, and change management for high -availability systems

- Hands -on understanding of cloud -native architectures, APIs, and multi -tenant SaaS platforms

- Experience working in Agile / Scrum teams, CI/CD pipelines, and frequent production releases

- Exposure to regulated environments (security, compliance, audit, data privacy) is a strong advantage

- Excellent stakeholder management and communication skills with technical and business teams

- Proficiency with delivery and support tools such as JIRA, Confluence, ServiceNow, Zoho, or similar

- Prior experience as a Delivery Manager or Technical Project Manager in product environments

- Agile / delivery certifications (CSM, SAFe, PMP, ITIL) are a plus




Benefits

The company offers a range of employee benefits including:



- Cashless medical insurance for employees, spouses, and children

- Accidental insurance coverage

- Life insurance coverage

- Retirement advantages including Provident Fund (PF) and Gratuity

- ESI*

- Complementary meal coupons

- Company -paid transportation

- Sodexo benefits for income tax savings

- Paternity & Maternity Leave Benefit

- National Pension Saving

- EL encashment

- Sick Leave




📌 Associate Delivery Manager - Implementations (Noida)
🏢 Recognized
📍 Noida

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