Associate Manager - Delivery

Role & responsibilities

Operational & Service Delivery

- Oversee daily operations of workplace services including Windows, Citrix, SCCM, and Application Packaging.

- Ensure adherence to ITIL processes (Incident, Problem, Change, Configuration Management).

- Drive automation and continuous improvement initiatives to enhance service efficiency.

- Act as an escalation point for complex technical and operational issues.

- To lead and manage a 24X7 team of technical professionals within the Digital Command Center.

People Management

- Lead, coach, and develop a team of administrators and engineers.

- Conduct performance reviews, training plans, and career development discussions.

- Manage recruitment and onboarding in alignment with HR processes.

Strategic & Stakeholder Engagement

- Collaborate with Delivery Managers, SMEs, and cross-functional teams to align service delivery with business goals.

- Provide regular updates and management information (MI) to leadership.

- Influence senior stakeholders on service improvements and security matters.

Process & Compliance

- Benchmark and improve security practices within workplace operations.

- Ensure compliance with internal policies and external regulations.

- Support the refinement of service catalogues and operational documentation.

Key Performance Indicators (KPIs)

Operational Excellence

- Incident Resolution Rate: % of incidents resolved within SLA timelines.

- Change Success Rate: % of changes implemented without causing incidents or service disruptions.

- Automation Impact: Reduction in manual tasks through automation (% improvement).

- System Uptime: % availability of workplace infrastructure (Windows, Citrix, SCCM).

Team & People Management

- Employee Engagement Score: Based on internal surveys and feedback.

- Attrition Rate: % of voluntary attrition within the team.

- Training Completion Rate: % of team members completing mandatory and developmental training.

- Cross-Skilling Coverage: % of team members trained in multiple technologies.

Service Delivery & Improvement

- Customer Satisfaction (CSAT): Average score from internal/external stakeholders.

- Service Improvement Initiatives: Number of implemented improvements per quarter.

- Escalation Reduction Rate: % decrease in escalations over time.

Compliance & Governance

- ITIL Process Adherence: % compliance with ITIL processes (Incident, Problem, Change).

- Audit Findings Closure Rate: % of audit issues resolved within defined timelines.

- Security Compliance Score: Based on internal security benchmarks and assessments.

Strategic Contribution

- Stakeholder Engagement Index: Quality and frequency of interactions with key stakeholders.

- MI Reporting Accuracy & Timeliness: % of reports delivered on time with accurate data.

- Contribution to Strategic Projects: Number and impact of strategic initiatives led or supported.

Required Skills & Experience

- 10+ years of experience in IT operations, service management, and people leadership.

- Strong understanding of workplace technologies (Windows, Citrix, SCCM).

- Experience in managing distributed teams and driving change.

- Proficiency in automation, scripting, and troubleshooting.

- ITIL Foundation certification (V3/V4) preferred.

- Excellent communication, decision-making, and stakeholder management skills.