Associate Director - Service Excellence & Program Mobilization

Role : Associate Director - Service Excellence & Program Summary :

We are seeking a seasoned Associate Director with proven expertise in delivery excellence, program mobilization, and service excellence. The ideal candidate will have extensive experience in managing large-scale, complex, multi-technology implementations, transformations, and migrations across industries, while also acting as a Subject Matter Expert (SME) for Service Excellence and Delivery Methods.

This role is pivotal in setting up new programs for success-mobilizing the right teams, methods, and governance structures, while ensuring delivery excellence, contract compliance, and innovation adoption.

Key Responsibilities :

• Mobilize large, complex programs across diverse technology platforms.
• Set up and institutionalize processes, tools, methods, quality controls, and assets for new engagements.
• Define and manage contract deliverables, including financial structures, liability clauses, dependencies, and entry / exit criteria.
• Drive delivery excellence through agile methodologies, service excellence frameworks, quality metrics, and continuous improvement.
• Act as an SME for Service Excellence and ADM, providing guidance and decision-making support across multiple teams.
• Represent the program in client steering committees and governance forums.
• Provide technical leadership, mentoring, and build reusable playbooks and knowledge bases.
• Collaborate cross-functionally with Sales, Solutioning, CoEs, Delivery, Platform Engineering, and Recruitment to ensure seamless mobilization.
• Lead and mentor teams, fostering knowledge-sharing and skill development.
• Ensure application development initiatives align with business goals, including solution design, testing, debugging, and improvement cycles.

Must Have Qualifications :

Certifications :

(ref : hirist.tech)