Associate Manager - Service Delivery

Location: Mohali

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 responsibilitie

s
Key Responsibiliti

es
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 KP
Is.SLA & KPI Managemen t:
Monitor compliance with contractual obligations and internal standards. Conduct root cause analysis for SLA breaches and implement corrective actio
ns.

Resource Managemen t:
Assign and manage project-specific resources, ensuring optimal utilization. Foster team engagement and identify training needs to support career developme
nt.

Customer Engagemen t:
Act as liaison for project-related updates and escalations. Conduct project reviews and feedback sessions to enhance client satisfact i
on.

Risk & Issue Managemen t:
Maintain risk registers, proactively identify risks, and facilitate rapid resolution of critical issu
es.

Continuous Improve men t:
Collect feedback from teams and clients to implement process enhancements. Promote innovation and efficiency within project tea
ms.

Financial Awarenes s:
Track project budgets and billing cycles. Conduct variance analysis between planned and actual outcomes to ensure cost-effectivene
ss.

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 ris
ks.

Support Continuous Improve men 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 expectatio
ns.

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-maki

ng.
Qualificat

ions
Educa tion:
Bachelor’s degree in IT, Project Management, or related f
ield.

Experi ence: 6–8 years in IT service delivery, project management, or similar r
oles.

Certificat ions: ITIL v4 , PMP or PRINCE2 (preferred), Agile fundamen
tals.

Sk
ills:

Strong leadership and team management abili
ties.

Proficiency in ITSM tools (Service Now, Jira) and reporting tools (e.g.: Power BI, Tabl
eau).Excellent communication and stakeholder management s

kills