Associate Delivery Manager - Implementations

• Post -Implementation Delivery Ownership - Own end -to -end post -implementation delivery for SaaS / FinTech platforms, ensuring stability, scalability, high availability, and service quality in production
  
• BAU Operations & Change Management - Manage BAU operations including Change Requests (CRs), product enhancements, defect fixes, and customer -specific configurations across multiple accounts.
  
• Customer Stakeholder Management - Act as the primary customer -facing SPOC post go -live, managing expectations, delivery commitments, escalations, and overall service experience.
  
• Change Requests & Enhancements Execution - Drive CRs and minor feature enhancements from requirement clarification through development, testing, release, and post -release monitoring.
  
• Production Support & Incident Management - Oversee L2 application support including incident triage, root cause analysis (RCA), coordination of hotfixes, and production releases.
  
• SLA, KPI & Operational Metrics Management - Track and manage SLAs, KPIs, and operational metrics such as incident resolution, backlog health, release quality, and customer impact.
  
• Release & Sprint Management - Plan and manage release cycles and sprint commitments, including regression testing and production deployments with minimal downtime.
  
• Agile Delivery & Cross -Functional Collaboration - Ensure adherence to Agile / Scrum delivery models while collaborating closely with Product, Engineering, QA, DevOps, and Support teams.
  
• SDLC & Change Governance - Monitor and enforce SDLC and change management processes, ensuring documentation, approvals, compliance, and audit readiness.
  
• Risk & Dependency Management -Identify delivery risks, dependencies, and capacity constraints, and proactively implement mitigation plans.
  
• Reporting & Executive Communication - Prepare and present delivery dashboards, release notes, status reports, risk logs, and SLA reports to internal stakeholders and customers.
  
• Product Roadmap Alignment - Partner with Product Management to align customer CRs and enhancements with product roadmap priorities.
  
• Sales & Commercial Support - Support Sales and Account Management teams with effort estimation, SOW creation, commercials, renewals, and enhancement/support contracts.
  
• Account Growth & Customer Retention - Build long -term customer relationships to drive renewals, account growth, and upsell opportunities.
  

• Strong ownership mindset with accountability for delivery and outcomes
  
• Customer -first attitude focused on reliability, service quality, and long -term partnerships
  
• Execution -driven and resilient, able to operate in high -pressure production environments
  
• Collaborative leader who works effectively across product, engineering, and business teams
  
• Process - and data -oriented, with respect for SLAs, compliance, and delivery discipline
  
• Adaptable and solution -focused, comfortable in fast -evolving SaaS / FinTech ecosystems
  
  
  

Requirements

• Bachelor’s degree in computer science, Engineering, or related field
  
• 4+ years of Service Delivery / Operations experience with 5+ years overall IT experience
  
• Proven experience in SaaS / FinTech or product -based environments
  
• Strong background in post -production support, customer escalations, and change management for high -availability systems
  
• Hands -on understanding of cloud -native architectures, APIs, and multi -tenant SaaS platforms
  
• Experience working in Agile / Scrum teams, CI/CD pipelines, and frequent production releases
  
• Exposure to regulated environments (security, compliance, audit, data privacy) is a strong advantage
  
• Excellent stakeholder management and communication skills with technical and business teams
  
• Proficiency with delivery and support tools such as JIRA, Confluence, ServiceNow, Zoho, or similar
  
• Prior experience as a Delivery Manager or Technical Project Manager in product environments
  
• Agile / delivery certifications (CSM, SAFe, PMP, ITIL) are a plus
  

Benefits

• Cashless medical insurance for employees, spouses, and children
  
• Accidental insurance coverage
  
• Life insurance coverage
  
• Retirement benefits including Provident Fund (PF) and Gratuity
  
• ESI*
  
• Complementary meal coupons
  
• Company -paid transportation
  
• Sodexo benefits for income tax savings
  
• Paternity & Maternity Leave Benefit
  
• National Pension Saving
  
• EL encashment
  
• Sick Leave