Service Delivery Executive

16 hours ago

Palakkad, Kerala, India beBeeAssociate Full time ₹ 80,00,000 - ₹ 1,00,00,000

The Associate Manager position plays a pivotal role in driving organizational success through the strategic execution of IT service projects.

Key responsibilities include leading project teams, managing project lifecycles, and overseeing the delivery of IT services to meet contractual obligations and internal performance standards.

  • Project Leadership:
    • Manage and direct project teams to achieve project objectives, ensuring alignment with scope, timelines, and budgets.
    • Define project deliverables, success criteria, and KPIs to measure project performance.
    • Track and report project progress using standardized dashboards and metrics.
  • SLA and KPI Management:
    • Ensure that all projects meet contractual SLAs and internal performance standards.
    • Conduct root cause analyses for SLA breaches and implement mitigation strategies to prevent recurrence.
  • Customer Relationship Management:
    • Act as the primary liaison for customers on project-related issues, updates, and escalations.
    • Regularly conduct project reviews and feedback sessions with clients to enhance satisfaction and retention.
  • Operational Efficiency:
    • Monitor service delivery metrics and take corrective/preventive actions as needed.
  • Resource Management:
    • Assign, manage, and oversee project-specific team resources to ensure optimal utilization and alignment with project goals.
    • Foster team engagement, collaboration, and motivation to maintain a high-performance culture.
    • Identify training needs and coordinate professional development opportunities to enhance team skills and capabilities.
    • Develop succession plans and career paths for team members to align with organizational goals.
  • Risk and Issue Management:
    • Maintain a risk register for projects, proactively identifying and addressing potential risks.
    • Facilitate rapid escalation and resolution for critical project issues.
  • Change and Transformation Management:
    • Manage project scope changes through structured change control processes.
    • Communicate and align stakeholders on transformation initiatives and ensure proper documentation.
  • Governance and Compliance:
    • Establish and monitor governance frameworks for effective project delivery.
    • Ensure compliance with legal, regulatory, and organizational standards on a per-project basis.
  • Delivery Financial Management:
    • Responsible for completing billing processes promptly and adhering to the scheduled billing cycle.
    • Develop and track project budgets, billing, and financial forecasts.
    • Maintain financial dashboards to monitor project profitability and cost-effectiveness.
    • Conduct variance analysis between planned and actual financial outcomes for each project.
  • Continuous Improvement:
    • Collect feedback from project teams and clients to implement process improvements.
    • Promote a culture of innovation and learning within the project teams to drive efficiency and quality.

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