Delivery Manager - Operations Support 4D

1401 Genpact India Pvt. Ltd.; Bengaluru; Hybride; INR 1 800 000 - 2 400 000; Plein temps

Résumé du poste

Genpact is seeking a Delivery Manager - Operations Support to lead IT governance, incident resolution, and performance reporting for client accounts. You will collaborate with client IT, business teams, and Corporate IT to ensure 100% contractual compliance and robust continuity planning.

The role emphasizes proactive risk mitigation, deep-dive problem solving, and cross-functional leadership in a fast-paced, AI-driven environment. Hybrid work arrangement in India is expected.

Qualifications

• Bachelor-level degree in commerce/economics/finance or MBA in business analytics or related field.
• Experience in IT governance, risk management, and security operations.

Responsabilités

• Manage relationship with client, internal teams, and IT organizations.
• Ensure escalations are addressed with documentation and closed.
• Lead IT governance meetings and report performance metrics.
• Ensure compliance and SLA adherence across accounts.
• Coordinate with internal audit to improve processes and controls.
• Lead and develop the technical support team and optimize support operations.

Connaissances

Agile Methodology

Client Relations

Risk Management

IT Governance

Security Operations

Formation

Bachelors - Commerce

Bachelors - Economics

Bachelors - Finance

Masters - Business Administration

Masters - Business Analytics

Outils

ServiceNow

Description du poste

Delivery Manager - Operations Support

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Manage relationship with Client, internal business team, Customer IT organization, Corporate IT Team, and other stakeholders.
• Ensure all escalations/issues are proactively identified, addressed, and closed with documentation.
• Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.
• Drive IT Governance meeting with client IT, business teams
• Ensure Zero Major Incidents due to hygiene issues for the account/s
• Report out performance metrics, dashboards, monthly updates, and issue progress to Internal and Client, Business, and IT leaders as and when required
• To enable the conduct of Infosec compliance audits across all account/s
• Ensure 100% contractual compliance from IT standpoint for all accounts managed
• Ensure all SLA metrics are met as per agreed SLA norms
• Actively participate in IT risk identification and mitigation
• Ensure effective Business Continuity Planning & delivery
• Proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented
• Partner with internal Audit teams to help enhance processes, systems, and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues and fix with a sustainable solution.
• Manage technical support team; Ensure timely delivery of support services; Develop and optimize support processes; Monitor team performance and provide feedback; Collaborate with other departments to improve support operations; Handle escalations and resolve complex technical issues; Analyze support data and generate reports for management.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics Certifications ServiceNow Certified Application Developer - ServiceNowServiceNow Required Skills Agile Methodology, Agile Methodology, Applications Support, Backup Management, Change Management, Client Relations, Cloud Applications, Collaboration Tools, Database Administration, Database Maintenance, Database Management, Database Monitoring, Design Thinking, Enterprise Resource Planning (ERP), Executive Presence, Inclusion, Modernizing Operations, Oracle Exadata Database Machine, Oracle Solaris, OS management, People Leadership, Personal Effectiveness, Risk Management, Security Operations Management, Server Infrastructure {+ 4 more} Language English (Required) Language Proficiency - Proficient - C2 Additional Job Location - Job Type Regular Master Skill List - Operations Support Remote Type - Hybrid Work Shift - Night Job (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• 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

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.