Associate Vice President

Job Summary :
We are seeking a proactive and experienced Service Delivery Manager (SDM) to oversee and drive the effective delivery of high-quality services to our clients. The SDM will manage day-to-day service operations, ensure SLA adherence, maintain customer satisfaction, and continuously improve service delivery performance across teams and technologies.
Technical Skills:
• Proven experience managing IT service delivery for large or enterprise clients.
• Strong understanding of ITIL framework; ITIL certification preferred.
• Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira).
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to lead cross-functional teams and manage remote/global delivery models.
• Analytical mindset with strong problem-solving and decision-making abilities.
• Act as the primary point of contact for clients on service delivery issues and escalations.
• Oversee and coordinate end-to-end service delivery processes across multiple accounts/projects.
• Ensure compliance with agreed Service Level Agreements (SLAs), KPIs, and quality standards.
• Lead regular service reviews with clients, including reporting on performance and improvement plans.
• Collaborate with internal teams (technical, operations, support) to ensure seamless service execution.
• Manage resource allocation and capacity planning to meet service demands.
• Identify risks and develop mitigation plans to avoid service disruptions.
• Drive continual service improvement initiatives, including automation and standardization.
• Support transition and onboarding of new services or clients as needed.
• Maintain strong client relationships and ensure a high level of customer satisfaction.
• Manage financial aspects of service delivery such as budgeting, forecasting, and cost optimization.
Behavioral Skills :
• Develop, test, and maintain web applications using the MEAN stack (MongoDB, Express.js, Angular, Node.js).
• Set up and configure cloud environments for MEAN stack applications.
• Plan and execute the migration of applications to cloud platforms.
• Collaborate with cross-functional teams to define, design, and ship new features.
• Optimize applications for maximum speed and scalability.
• Troubleshoot and debug applications to ensure optimal performance.
• Implement security and data protection measures.
• Stay up-to-date with emerging technologies and industry trends.
Preferred Qualifications :
• Prince 2 or ITIL
• Experience in cloud services (AWS, Azure, etc.) or managed services environments.
• Familiarity with Agile and DevOps methodologies.
Bachelor’s degree in information technology, Computer Science, or related discipline.