Assistant Vice President- IT-Service Delivery Manager - Hyderabad / Secunderabad, Telangana - Genpact

Description

Ready to build the future with AI
At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge.

Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're 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 what's 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 like .Net, 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
.Bachelor's / Master's 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 (Java, DotNet, 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 career-Gain 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 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.