Assistant Vice President- IT-Service Delivery Manager

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.
Inviting applications for the role of Assistant Vice President IT-Service Delivery Manager
In this position you will oversee a team of experienced software engineers and ensure successful project delivery.
Responsibilities
Oversee end-to-end delivery of IT services (infrastructure applications support) ensuring quality timeliness and adherence to SLAs/KPIs process improvements.
Establish and enforce governance frameworks to ensure compliance. Overseeing the implementation of best practices and overall governance to mitigate risks.
Stakeholder Management: Serve as the primary contact managing expectations cross functional collaboration reporting performance handling escalations and building strong relationships with the client and internal stakeholders
Responsible for managing global teams performance career planning and retention of managed teams and fostering a high-performance culture
Budget Management: Oversee the financial aspects of programs including budget planning cost optimization resource allocation and ensure cost-effective service delivery
Process & Quality Improvement: implement and refine service delivery processes (like ITIL) to enhance efficiency reliability and user experience.
Incident & Problem Management: Act as an escalation point participate in problem resolution and conduct post-incident reviews
Innovation and Adoption: Drive innovation by staying abreast of emerging technologies and industry trends. Promote the adoption of innovative solutions to enhance operational efficiency and maintain a competitive edge in the rapidly evolving IT landscape
Ensure IT services align with overall business objectives and technological strategies
Experience working as Technical Delivery leader to oversee ongoing Software Delivery Management of multiple towers/ tech stacks Salesforce Infrastructure ServiceNow Workday etc.
Program management & prioritization- Responsible for managing and controlling a group of related projects within the Solution Delivery Process.
Develops and maintains the program charters plans and schedules manages the Risks Issues and Changes associated with the program monitors and controls the program Progress.
Sets team objectives executes management and formal reviews racks and disposes of program issues tracks action items and budgets
Knowledgeable on design patterns algorithms programming languages networking and operating systems.
Experience in playing critical role in supporting multiple Scrum teams with their daily agile software development activities.
Hands on experience to efficiently build and ship great software.
Significant experience in Scrum Management and Release Management is essential.
Understanding of the e-commerce domain Jira Confluence are all pluses.
Experience in estimating planning resourcing and monitoring of a project or operational support activities.
Develops and maintains the Project. Charter Plans and Schedules and Manages the Risks Issues and Changes associated with the project or operational support activities.
Monitors and Controls the Project Progress or compliance with Service Delivery objectives.
Responsible for quality of the program Deliverables approves process definitions procedures and standards.
Oversee strategic and operational aspects of Projects from defining their requirements to evaluating the finished product.
Assist with the execution of Agile values principles methods and practices.
Organize and facilitates Scrum practices such as standups release and sprint planning reviews demos and retrospectives.
Continuously improve including by guiding Customer scrum teams in ways to be more productive and to produce higher quality products that maximize the value to Customer.
Adept with Agile methodologies along with an overview of backend frontend DevOps QA & Cloud technologies
Understanding of Account financials along with exploring productivity & up-selling/ cross-selling opportunity.
Ensure all changes follow structured change management and release processes.
Client Relationship & Governance
Act as the primary point of contact for the client for delivery.
Conduct regular service review meetings status reporting and quarterly business reviews (QBRs).
Partner with client stakeholders to anticipate future needs and recommend best practices or system upgrades.
Maintain strong customer satisfaction and build long-term client relationships.
Team Leadership & Coordination
Lead a cross-functional team including functional consultants integration developers and support analysts.
Manage resource allocation workload balancing and team performance.
Mentor and guide team members in resolving complex functional or technical issues.
Coordinate with offshore and nearshore delivery centers to ensure seamless service.
Qualifications we seek in you!
Minimum Qualifications
Bachelors / Masters degree in Computer Science Engineering and equivalent
MBA PMP ITIL or Agile certification preferred.
Relevant years of technical delivery experience.
Hands-on experience in ADM or app development & maintenance.
Experience handling enhancement portfolios change requests and continuous improvement projects.
Certification in PMP/Prince2 is highly advantageous.
Technical certifications specialist cloud togaf GenAI
Act as the primary point of contact for client engagements managing end-to-end processes and improving profitability and retention.
Provide leadership in proposing effective automation solutions to clients incorporating the latest technological developments.
Serve as a strategic partner in influencing decisions for future business needs.
Front lead multiple high-stakes IT programs across diverse prestigious clients ensuring transparency and urgency in all operations.
Coordinate with IT and Operations teams to establish data interface options create data specifications and evaluate data sets.
Enhance collaboration with offshore teams to design develop and configure products to customer specifications.
Establish and maintain timely Quarterly Business Reviews (QBR) Monthly Business Reviews (MBR) and State of the Union meetings.
The ability to manage multiple programs and implementations concurrently with a well-balanced sense of prioritization.
Experience in managing P&L for large programs and an ability to manage escalations effectively utilizing senior management in resolving challenging problems when necessary.
Strong cross-functional collaboration skills with an ability to work well across various departments and skill levels.
Flexibility and willingness to travel sometimes extensively and at short notice is a must.
Preferred Qualifications/ Skills
Provide architectural ownership and leadership in engagements with team sizes of at least 50 resources.
Demonstrate good technical knowledge of ADM stacks ( Python) Integration (General API Mulesoft EDI) and Cloud Apps.
Understand and apply standard automation technologies such as GenAI and Power Platform.
Maintain awareness of wider technology paradigms including azure cloud Azure DevOps Microservices and UI/UX.
Knowledge of SAP / ERP Cloud technologies Middleware RPA e-Invoicing OCR BPM solutions/technologies will be a significant advantage.
Financial acumen levers of margins pyramid rationalization quality of revenue (managed services v/s T&M)
Firm planning organizational time management and leadership skills.
Excellent presentation meeting facilitation communication (verbal and written) and listening skills.
Good system analysis and solution architecting skills.
Good analytical and reasoning skills commercial savviness
Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.