Delivery Manager - Operations Support 4D

Genpact; Bengaluru; Hybrid; INR 1,500,000 - 2,600,000; Full time

Benefits offered by this job

Hybrid work model

Learning opportunities

Mentorship program

Job summary

Genpact in Bengaluru is seeking a Delivery Manager - Operations Support to lead cross‑functional IT governance, client relations, and service delivery for enterprise accounts. You will ensure escalation handling, risk management, and documentation across across towers, applications, and platforms, driving 100% SLA adherence and compliant audits.

You will mentor a technical support team, optimize support processes, and coordinate with internal audit for process improvements while delivering

Qualifications

• Bachelor's degree in Commerce, Economics or Finance; MBA is preferred.
• MBA or MB Analytics is desirable for advanced analytics in operations.
• Experience with IT governance, service delivery, and client relations.

Responsibilities

• Manage relationships with client, internal teams, Customer IT organization, and other stakeholders.
• Ensure escalations are addressed with documentation and closed.
• Lead IT governance meetings and track SLA compliance across accounts.
• Drive risk management and business continuity planning.
• Collaborate with audit teams to improve processes and deliver sustainable solutions.

Skills

Agile Methodology

Client Relations

Cloud Applications

Database Administration

Security Operations

OS management

People Leadership

Education

Bachelors - Commerce

Masters - Business Administration

Masters - Business Analytics

Tools

ServiceNow

Job description

Delivery Manager - Operations SupportReady 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.QualificationsBachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business AnalyticsCertificationsServiceNow Certified Application Developer - ServiceNowServiceNowRequired SkillsAgile 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}LanguageEnglish (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Operations SupportRemote Type -HybridWork 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 progressCome 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 'starter kit,' paying to apply, or purchasing equipment or training.