Associate Director-Service Delivery

Roles And Responsibilities

• Service Delivery / Program Management:
• Drive end-to-end delivery of services to all customers for the region—planning phase to BAU operations.
• Formal kickoff and onboarding of new programs
• Delivery Health - All Metrics to Stay Green: Ensure all delivery parameters stay green for all programs
• CSAT: Achieve highest level of customer satisfaction
• Stakeholder Management: Manage customer expectations and maintain positive relationships with customers
• Account Growth & Revenue Recognition: Drive Account Growth as per the yearly target (delivery-led Sales)
• Service Delivery Governance & Reporting:
• Participate and drive Weekly, Monthly, and Quarterly Reviews with customer
• Review and monitor delivery performance metrics and ensure Service Levels are always met
• Publish delivery performance and metrics (daily, weekly, monthly)
• Service & Process Improvements
• Assess customer feedback and use the expertise to establish, improve, and refine services

• Address all escalations with direct supervision and stakeholder management
• IT Operations and Service Operations
• Vendor Management
• Systems Development / Implementation & Support
• Transition / Transformation Management
• Project Initiation, Project Planning & Project Execution
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
• Talent Development Team Collaboration and Management / People Management / Resource planning
• Involved in preparing/reviewing SOW and project plans; participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, and project cost/effort tracker.
• Decide on the criteria used to judge learners performance and development assessment instruments.
• Maintain project documentation and course folders, SLA and PMS.
• Budgeting, Planning and execution of time-framed activities.
• Provide platforms and activities that enhance the last mile learning process.
• Handling creative teams, professional trainers, and vendors for specialized and customized programs.
• Compilation of feedback of trainings and submission of reports on training impacts.
• Pro-actively report to senior management on all technical/operational issues relevant to their area of responsibility
• Manage team performance, productivity, motivation, mentorship and conflicts
• Flexibility to work in work hours [USA (CST) / EMEA]

• Should possess outstanding working experience of at least 12+ years with a bachelors or masters degree in Computer Science / IT or other affiliated courses.
• Strong background in Field Service Delivery and other IT infrastructure services
• Should have sufficient organizational skills and ability to carry out multiple and intricate tasks.
• Strong leadership skills and ability to perform a wide range of duties
• Good Communication and Presentation skills
• Global Customer handling experience
• Strong inter-personal skills, teamwork, self-drive, and a result-oriented approach