Service Delivery - Associate Director

Service Delivery - Oracle, Salesforce, Workday, O9, SAP (Any Enterprise Platform)

Location : PAN India

The Role : As

Associate Director – Service Excellence , your primary responsibility is to architect and build high-quality applications. Leveraging your deep technical expertise and seasoned professional experience, you will also be a critical leader in ensuring delivery excellence. You will be the go-to expert for turning around challenged projects, establishing robust governance, and realigning technical programs with business objectives. Your role is a blend of hands-on development leadership and strategic program management, ensuring applications are delivered effectively, on schedule, and within scope.

Key Responsibilities :

Application Design & Development :

Design, build, and configure complex applications to meet business process and application requirements.

Act as a Subject Matter Expert (SME) with deep knowledge in modern application development methodologies.

Provide innovative solutions to complex, business-area problems that apply across multiple teams.

Facilitate workshops and discussions to gather requirements, provide technical guidance, and gather feedback from stakeholders.

Mentor and coach junior and senior developers in best practices, coding standards, and development methodologies.

Delivery Leadership & Governance :

Proactively monitor application health, identifying risks and implementing corrective actions to prevent delivery challenges.

Establish and run robust delivery governance frameworks (aligned with Agile, TDLC, or SAFe) to ensure adherence to milestones and quality standards.

Lead key governance routines such as technical review boards, sprint retrospectives, and executive status reviews to ensure transparency and stakeholder confidence.

Track and analyze key delivery metrics (e.g., burn rate, quality metrics) to ensure budget compliance and project health.

Apply recovery expertise to assess, solution, and execute turnaround plans for troubled projects with minimal impact on cost, schedule, and scope.

Stakeholder Engagement & Service Excellence :

Exemplify Service Excellence by building and maintaining trust with internal and external stakeholders through structured communications and proactive engagement.

Utilize influencing and advisory skills to manage client expectations, realign delivery commitments, and rebuild stakeholder trust when necessary.

Lead Steering Committees and executive connects to ensure strategic alignment.

Skills Required :

Must To Have Skills :

Proficiency in Service Excellence.

Proficiency in program and project Management

Hands-on experience in at least one major enterprise platform (e.g., SAP, Oracle, Salesforce, Workday, o9 Solutions, or other supply chain platforms).

Expertise in application design, development methodologies, and full lifecycle development.

Strong analytical, problem-solving, and influencing skills.

Ability to work collaboratively in a team environment and lead technical decisions.

Good To Have Skills :

Proven experience in recovering, stabilizing, and realigning programs facing significant delivery challenges.

Experience in establishing delivery governance frameworks and re-baselining project plans.

Experience in industries such as Health, Products, Communications, Media, Technology, or Financial Services.

Proficiency in business domains like Finance, HR, Supply Chain Management, or Customer Experience.

Strong grasp of commercial management principles, cost optimization, and contract deliverables.

Exposure to GenAI technologies is a plus.

Qualifications & Experience :

Certifications :

PMP, PMI, PRINCE2, or equivalent project management certification; Relevant platform certifications (SAP, Oracle, Salesforce, etc.).