Associate Vice President

SupportFinity™; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

SupportFinity™ is seeking an experienced Delivery Head in Bengaluru to oversee strategic customers' Enterprise product engineering. This role involves managing a $25 Mn+ annual revenue portfolio and a team of over 1000 employees across multiple countries.

Ideal candidates will have 15+ years in service delivery, a Bachelor's degree in a related field, and strong leadership skills. This position emphasizes client satisfaction and driving innovation in R&D services.

Qualifications

• Minimum of 15 years of experience in service delivery or related roles.
• At least 8 years in a leadership capacity.
• Strong understanding of IT service delivery frameworks.

Responsibilities

• Lead the global delivery efforts for key client accounts.
• Manage $25 Mn+ book of business & 1000+ employees.
• Drive innovation using automation & AI in service delivery.

Skills

Leadership

Service delivery expertise

Client relationship management

Problem-solving

Multi-project management

Education

Bachelor's degree in Business or Information Technology

Master's degree preferred

Job description

Role: Delivery Head

Location: Bangalore

Overview

Delivery Head: 15+ years of experience. We are seeking an experienced, results-driven leader to oversee the delivery of our strategic customers' Enterprise product engineering (R&D) unit. This leadership role is responsible for managing teams of 1000+ employees and driving the execution of our client's R&D services for enterprise devices (servers, storage, network, hybrid cloud). You will be responsible for managing a $25 Mn+ annual revenue portfolio, ensuring operational excellence, and building strong client relationships. This will be a global role with operations across multiple countries – India, Taiwan & US. The ideal candidate will have a deep understanding of service delivery in the product engineering sector, coupled with strong leadership capabilities and a passion for enhancing customer satisfaction. The candidate should have a passion for driving innovation to transform the service delivery. Your expertise will not only enable our clients to achieve their crucial goals but will also advance our commitment to quality, integrity, and customer-centric service. As a key player in our organization, you will also contribute to the continuous improvement of our service offerings, positioning our company as a leader in the industry. If you have a proven track record in leading service delivery and are eager to contribute to a culture of excellence, we invite you to apply.

Responsibilities

• Lead the global delivery efforts for key client accounts, manage end-to-end service, ensuring alignment with business objectives.
• Responsible for managing $25 Mn+ book of business & 1000+ employees ensuring consistent profitability & customer satisfaction
• Manage the service delivery operations & infrastructure of Enterprise R&D labs located in Taiwan, India & US regions.
• Oversee R&D teams providing product engineering services to our customers & ensure all service delivery objectives are met or exceeded, with a strong focus on quality, efficiency, and cost-effectiveness.
• Drive innovation & adopting new technologies and processes that enhance customer satisfaction, increase efficiency, and reduce costs.
• Proactively lead initiatives for transformation of R&D services such as Software/Firmware development & QA (Hardware/Software/Firmware) using automation & AI.
• Develop and maintain strong relationships with clients, acting as the main point of contact for project-related inquiries and escalations.
• Proactively identify and mitigate risks related to service delivery and client relationships. Ensure that potential issues are addressed before they impact operations or client relationships.
• Collaborate with cross-functional teams (sales, operations, IT, HR) to align on strategic priorities, optimize resources, and drive business success across the organization.
• Analyze market trends and client feedback to inform service enhancements and innovation.
• Facilitate regular account reviews and performance meetings with clients to discuss progress, feedback, and strategic initiatives.

Requirements

• Proven track record of managing global client accounts with demonstrated success in achieving business objectives.
• Strong understanding of IT service delivery frameworks and methodologies in Product engineering (R&D) preferably in Enterprise devices (servers, storage, network) domain.
• Proven ability to manage multiple projects simultaneously in a fast-paced environment.
• Experience in budget management and financial reporting for large-scale projects.
• Demonstrated problem-solving skills and a proactive approach to addressing challenges.
• Ability to analyze data and metrics to inform decision-making and enhance service delivery.
• Ability to work collaboratively in a fast-paced, multicultural environment while managing multiple priorities.

Behavioral Skills

• Exceptional communication and interpersonal skills, with the ability to influence and negotiate effectively at all levels
• Ability to communicate clearly and confidently with senior executives, tailoring the message to their level of understanding and business priorities
• Proactively develop strong, trusted relationships with executive stakeholders, both within the organization and with clients

Qualifications

• Bachelor's degree in Business, Information Technology, or a related field; Master's degree preferred.
• Minimum of 15 years of experience in service delivery or related roles, with at least 8 years in a leadership capacity.