Delivery Manager - Operations Support 4D

Genpact; Bengaluru; Hybrid; INR 2,000,000 - 3,200,000; Full time

Job summary

Genpact is seeking a Delivery Manager - Operations Support to lead IT operations, governance, and client relations for global accounts. You will oversee incident management, service levels, and cross-functional collaboration to ensure smooth delivery of technology services in a hybrid work model.

The role emphasizes risk management, business continuity, and proactive communication with stakeholders, with a focus on enabling enterprise-scale AI and digital initiatives.

Qualifications

• Bachelor’s degree in commerce, economics, or finance or MBA/Analytics preferred.
• Experience leading IT operations and cross-functional teams is desirable.
• Strong understanding of IT governance, risk, and compliance.

Responsibilities

• Manage relationship with Client, internal teams, and stakeholders.
• Ensure escalations are identified, addressed, and closed with documentation.
• Lead IT governance meetings and monitor SLA metrics and reporting.
• Support business continuity planning and risk mitigation across accounts.
• Oversee IT operations, incident management, and delivery of service levels.

Skills

Agile Methodology

Applications Support

Backup Management

Change Management

Client Relations

Cloud Applications

ERP

Database Management

OS management

People Leadership

Risk Management

Security Operations Management

Server Infrastructure

Education

Bachelor's - Commerce

Bachelor's - Economics

Bachelor's - Finance

Masters - Business Administration

Masters - Business Analytics

Tools

Oracle Exadata Database Machine

Oracle Solaris

Job description

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. 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. 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

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

Come 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.