Associate Manager Infrastructure Services

Job Summary

The Associate Manager Infrastructure Services will play a critical role in ensuring service delivery excellence across the organization. This position is responsible for leading strategic initiatives, managing quality standards, and driving process improvements to enhance customer satisfaction and operational efficiency.

Responsibilities

• Lead strategic, cross-functional initiatives that help scale operations globally.
• Manage all aspects of each initiative, including establishing goals, identifying necessary work streams, setting timelines, and resolving risks.
• Create and implement a culture of quality by establishing quality standards and metrics.
• Continuously monitor customer satisfaction levels and drive improvements based on Voice of Customer (VOC) feedback.
• Conduct service reviews and ensure process compliance through internal audits.
• Analyze and manage performance and quality metrics to meet company and program goals.
• Collaborate with delivery teams to ensure effective teamwork and communication.
• Participate in root cause investigations for critical business outages and solve operational barriers.

Qualifications

• Bachelor’s degree with 15+ years of experience in delivery excellence.
• Lean Six Sigma Green Belt or Black Belt certification.
• Strong knowledge of ITIL methodology and IT Service Management (ITSM) processes; ITIL 4 certification preferred.
• Experience with performance metrics and process improvement.
• Profound knowledge of ISO 9001, ISO 20000; familiarity with CMMI, ISO 27001, and ISO 22000 standards is an added advantage.
• Strong organizational skills with the ability to manage multiple tasks and stakeholders.
• Proficiency in Program Management principles and processes.
• Excellent analytical skills to understand qualitative and quantitative metrics.

Preferred Skills

• Ability to innovate and simplify current processes and practices.
• Strong verbal and written communication skills, fluent in English.
• Comfortable working in a fast-paced and dynamic environment.
• Ability to meet deadlines and maintain a strong attention to detail.

Experience

• 15+ years of relevant experience in service delivery excellence and quality management.

Environment

• Work setting is hybrid, with locations available in Bangalore, Chennai, Hyderabad, Pune, Mumbai, Noida, and Gurugram.

Salary

• Estimated salary range: 3,000,000.