Associate Manager Infrastructure Services

Job Summary

The Associate Manager Infrastructure Services will play a crucial role in driving service delivery excellence within the organization. This position is responsible for leading strategic initiatives, managing cross-functional projects, and ensuring compliance with quality standards 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 goal establishment, work stream identification, timeline setting, and risk resolution.
• 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 foster effective teamwork and communication.
• Participate in root cause investigations for critical business outages and solve operational barriers.

Qualifications

• Education: Bachelor’s degree.
• Experience: 15+ years in delivery excellence.
• Certifications: Lean Six Sigma Green Belt or Black Belt certified; ITIL 4 certification preferred.
• Strong knowledge of ITIL methodology and IT Service Management (ITSM) processes.
• Profound knowledge of ISO 9001, ISO 20000; familiarity with CMMI, ISO 27001, and ISO 22000 standards is an added advantage.
• Proficiency in program management principles and processes.
• Excellent organizational skills with the ability to influence stakeholders at all levels.
• Strong analytical skills to understand qualitative and quantitative metrics.

Preferred Skills

• Ability to innovate and simplify current processes and practices.
• Comfortable working in a fast-paced and dynamic environment.
• Strong verbal and written communication skills, with a focus on business communication.
• Ability to meet deadlines, prioritize workloads, and maintain attention to detail.

Experience

• Minimum of 15 years of relevant experience in service delivery excellence and project management.

Environment

• Work Type: Full-time
• Work Mode: Hybrid
• Locations: Bangalore, Chennai, Hyderabad, Pune, Mumbai, Noida, Gurugram

Salary

• Estimated Salary Range: ₹3,000,000

Growth Opportunities

• Opportunities for career advancement within the organization as part of strategic initiatives and leadership roles.

Benefits

• Comprehensive benefits package including health insurance, paid leave, and flexible work policies.