Associate Manager - Service Delivery

As an Associate Manager in Service Delivery, your role involves leading project-level service delivery and managing resources to ensure adherence to SLAs and KPIs. You will support client engagement, drive operational improvements, and mentor team members. This position requires a combination of tactical leadership and strategic planning to prepare for future managerial responsibilities. Key Responsibilities: - 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. - Monitor compliance with contractual obligations and internal standards, conduct root cause analysis for SLA breaches, and implement corrective actions. - Assign and manage project-specific resources, ensuring optimal utilization, fostering team engagement, and identifying training needs for career development. - Act as a liaison for project-related updates and escalations, conduct project reviews and feedback sessions to enhance client satisfaction. - Maintain risk registers, proactively identify risks, and facilitate rapid resolution of critical issues. - Collect feedback from teams and clients to implement process enhancements, promote innovation, and efficiency within project teams. - Track project budgets and billing cycles, conduct variance analysis between planned and actual outcomes to ensure cost-effectiveness. - Establish and enforce structured governance frameworks to ensure consistency, compliance, and accountability across all service delivery activities. - Actively identify gaps and inefficiencies in current workflows, lead initiatives to streamline processes, enhance productivity, and align improvements with organizational objectives and client expectations. - Develop comprehensive performance reports 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: Bachelors degree in IT, Project Management, or related field. - Experience: 68 years in IT service delivery, project management, or similar roles. - Certifications: ITIL v4, PMP, or PRINCE2 (preferred), Agile fundamentals. Skills: - Strong 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. As an Associate Manager in Service Delivery, your role involves leading project-level service delivery and managing resources to ensure adherence to SLAs and KPIs. You will support client engagement, drive operational improvements, and mentor team members. This position requires a combination of tactical leadership and strategic planning to prepare for future managerial responsibilities. Key Responsibilities: - 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. - Monitor compliance with contractual obligations and internal standards, conduct root cause analysis for SLA breaches, and implement corrective actions. - Assign and manage project-specific resources, ensuring optimal utilization, fostering team engagement, and identifying training needs for career development. - Act as a liaison for project-related updates and escalations, conduct project reviews and feedback sessions to enhance client satisfaction. - Maintain risk registers, proactively identify risks, and facilitate rapid resolution of critical issues. - Collect feedback from teams and clients to implement process enhancements, promote innovation, and efficiency within project teams. - Track project budgets and billing cycles, conduct variance analysis between planned and actual outcomes to ensure cost-effectiveness. - Establish and enforce structured governance frameworks to ensure consistency, compliance, and accountability across all service delivery activities. - Actively identify gaps and inefficiencies in current workflows, lead initiatives to streamline processes, enhance productivity, and align improvements with organizational objectives and client expectations. - Develop comprehensive performance reports 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: Bachelors degree in IT, Project Management, or related field. - Experience: 68 years in IT service delivery, project management, or similar roles. - Certifications: ITIL v4, PMP, or PRINCE2 (preferred), Agile fundamentals. Skills: - Strong leadership and team management abilities. - Proficiency in ITSM tools (ServiceNow, Jira) and reporting tools (e.g., Power BI, Tableau). - Excelle