Service Delivery Lead

WE ARE HIRING

AVASO Technology Solutions is currently seeking a Associate Manager - Service Delivery . As an AVASO employee, you will be part of a global organization that provides IT Services to big national as well as international clients across multiple industries.

We are an IT solution provider with coverage in more than 170 countries as well as global distribution capabilities. We have a proven track record of success in providing best-of-breed technology solutions to enterprises of all sizes, including some of the world’s largest brands.

AVASO offers you an excellent growth opportunity with a strong global company and good money.

Website : -

Position : Associate Manager - Service Delivery

Location : Mohali

Position type : Full-Time

Job Description :

In a projectized organizational structure, the Associate Manager - Services Delivery is responsible for the successful execution of IT service projects while also overseeing and managing project-based teams. This role combines leadership in project delivery management responsibilities, fostering a high-performance culture and ensuring teams are engaged, skilled, and aligned with project and organizational objectives.

Key Responsibilities :

Delivery Management

Lead and oversee the successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets.

Define project objectives, deliverables, and success criteria while managing project lifecycles.

Track and report project progress using standardized dashboards and KPIs.

SLA and KPI Management

Ensure that all projects meet contractual SLA obligations 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.

Conduct regular project reviews and feedback sessions with clients to enhance satisfaction and retention.

Operational Efficiency

Monitor service delivery metrics and take corrective or preventive actions as required.

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.

Develop succession plans and career paths for team members.

Ensure timely onboarding and proper allocation of new resources for projects.

Risk and Issue Management

Maintain a risk register, proactively identifying and addressing potential risks.

Facilitate rapid escalation and resolution of critical project issues.

Change and Transformation Management

Manage project scope changes through structured Change Control Processes.

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 for each project.

Delivery Financial Management

Complete billing processes promptly as per 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.

Continuous Improvement

Gather feedback from project teams and clients to implement process improvements.

Promote a culture of innovation and learning to enhance efficiency and quality.

Qualifications

Education :

Bachelor’s degree in IT, Project Management, or a related field.

Experience :

More than 8 years in Service Delivery in EUC, Networking, or similar roles within IT Managed Services.

Proven experience in managing projectized environments, IT service delivery, and people management.

Demonstrated success in leading and developing diverse teams.

Certifications :

PMP, PRINCE2, ITIL, or Agile certifications.

Skills :

Strong knowledge of project management frameworks (e.G., Agile, Waterfall).

Proficiency with team management tools (e.G., ServiceNow, Jira, Microsoft Project).

Strong leadership, conflict resolution, and decision-making capabilities.

Excellent communication and interpersonal skills.

Key Competencies

Ability to lead cross-functional and geographically dispersed teams.

Strong understanding of service delivery lifecycles.

Effective stakeholder management.

Resource optimization and strategic allocation capabilities.

Proactive risk identification and mitigation.

Focus on continuous improvement and innovation.

Customer-centric mindset and commitment to service excellence.

High attention to detail and strong process orientation.

Strong analytical and reporting skills.

Knowledge of ITIL framework and ISO standards.

AVASO Technology Solutions Equal Employment Opportunity (EEO) Statement. AVASO Technology Solutions (referred as “AVASO”) do not discriminate against any employee or applicant for employment on the basis of race, colour, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. AVASO is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavours. All employment decisions are based on qualifications, merit, and business need.