Service Delivery Manager

Bunge; Sahibzada Ajit Singh Nagar; On-site; INR 1,500,000 - 2,000,000; Full time

Benefits offered by this job

Strong compensation package

Generous paid time off

Flexible work arrangements

Job summary

Bunge is seeking an AMS Quality Assurance & Service Enablement Manager to define strategic initiatives for Quality Assurance and service delivery. This role is based in Mohali, Punjab, and involves managing AMS quality frameworks and continuous improvement initiatives.

The candidate should have over 12 years of IT experience with significant leadership experience in Application Management Services and Quality Assurance, enabling them to solve complex challenges and foster team growth.

Qualifications

• 12+ years of progressive IT experience, including 7-10 years in a leadership role within AMS or QA.
• Proven expertise in developing and implementing QA strategies and service enablement programs.
• Relevant certifications are highly desirable.

Responsibilities

• Define and lead strategic initiatives for AMS, QA, and Service Enablement.
• Establish and govern AMS quality frameworks.
• Enhance AMS team capabilities through training.

Skills

Quality Assurance methodologies

Analytical skills

Leadership

Interpersonal skills

Data analysis

Education

Bachelor's degree

Master's preferred

Tools

ISO

ITIL v4

Six Sigma Green Belt

Job description

City: Mohali State: Punjab (IN-PB) Country: India (IN) Requisition Number: 45726

Role Title: AMS Quality Assurance & Service Enablement Manager

Location(s) of role: Fully on-site, Mohali, Punjab

Bunge has an exciting opportunity available for an AMS Quality Assurance & Service Enablement Manager. In this role you will be part of a global team working on challenging, meaningful projects impacting core business activities. Since 1818, Bunge has been connecting farmers to consumers to deliver essential food, feed, and fuel to the world. Looking to the future, our ambition is to continuously reinvent ourselves, leveraging data to be at the forefront of analytics, technology and talent to accomplish our purpose in a better, faster and simpler way. Bunge is committed to operating and thriving in the digital world – creating world class agile teams where teammates are empowered and encouraged to collaborate and test and learn to succeed.

At Bunge, people don’t just come here to work, they come here to grow – solving challenges that directly impact the world with a diverse team of thinkers and doers. Bunge offers a strong compensation and benefits package, generous paid time off program, flexible work arrangements, and opportunity to progress. Our hybrid work environment provides a balance of in-office and remote work.

Bunge Values

• Act as One Team by fostering inclusion, collaboration, and respect
• Drive for Excellence by being agile, innovative and efficient
• Do What's Right by acting safely, ethically, and sustainably

Overview

The person in this individual contributor role demonstrates a high level of professionalism, utilizing their deep knowledge of Bunge's business, structure, and strategy to develop innovative solutions that enhance outcomes and resolve complex challenges. They are focused on building strong partnerships, influencing effectively to gain commitment, and fostering talent by coaching others to grow in their current or future roles. This role drives exceptional results through high standards, focusing on key priorities, ensuring strong organization, and proactively preparing others for change. Responsibilities include ensuring the quality of Application Management Services (AMS) and enabling seamless service delivery, optimizing processes, and championing continuous improvement initiatives within BT Global Business Operations.

Essential Functions

Main Accountabilities

• Define, implement, and lead strategic initiatives for Application Management Services (AMS), Quality Assurance (QA) and Service Enablement (SE), setting standards and driving continuous improvement across the application landscape.
• Establish and govern robust AMS quality frameworks, overseeing all QA activities (functional, performance, security testing) to ensure application integrity, reliability, and compliance with standards and regulations.
• Apply acquired expertise to analyze and solve complex problems within the AMS domain, especially those without clear precedents.
• Enhance AMS team capabilities through training and process improvements, foster a proactive quality culture, and streamline service delivery processes to improve efficiency and user satisfaction.
• Act as the organizational subject matter expert in AMS QA and SE, providing authoritative guidance and resolving complex, unprecedented challenges.
• Identify and mitigate quality-related risks, ensuring stringent adherence to internal policies, external regulations, and Service Level Agreements (SLAs).
• Contribute to the development of short to mid-term talent optimization plans within the functional area, fostering professional growth.

Impact/Dimensions

• Recognized as an expert in quality assurance and service enablement within the organization, influencing departmental plans and recommending best practices.
• Accountable for the results and performance of large and moderately complex projects within AMS quality and service enablement.
• Provides input on resource planning and policy development related to service quality and operational effectiveness.
• Addresses issues with impact extending beyond the immediate team, leveraging knowledge of related disciplines.

Key Performance Indicators (KPIs)

• AMS service quality metrics (defect rates, incident recurrence, SLA attainment).
• Effectiveness of quality assurance processes and controls.
• Adherence to best practices in service enablement and delivery.
• Successful implementation of service improvement initiatives.
• Stakeholder satisfaction with AMS service quality and efficiency.

Major Opportunities and Decisions

• Applying deep expertise to analyze and solve complex problems in quality assurance and service enablement without clear precedents.
• Identifying applications of functional knowledge and existing methodologies to resolve challenging service delivery issues.
• Anticipating internal and/or external business challenges or regulatory issues impacting AMS quality and recommending strategic improvements.
• Taking new perspectives on existing solutions to drive innovation and efficiency in service delivery.

Management/Leadership

• Manages operational plans, large projects, and/or processes with limited oversight from management.
• Leads and/or participates with comparable influence in significant projects and initiatives.
• Provides leadership and guidance to professionals and support staff within the scope of quality assurance and service enablement.

Key Relationships, Stakeholders & Interfaces (External & Internal)

This role will collaborate extensively with various internal teams including AMS service delivery teams, IT operations, project managers, business stakeholders, and other CoE functions. External relationships may involve working with vendors, auditors, and industry quality assurance bodies.

Knowledge and Technical Competencies

• In-depth knowledge of Quality Assurance methodologies, tools, and best practices (ISO, ISTQB, CSQE, ITIL v4, Six Sigma Green Belt).
• Strong analytical skills for identifying trends, root cause analysis, and performance monitoring.
• Ability to develop and implement robust quality control and service improvement plans.
• Excellent communication, presentation, and interpersonal skills to influence and collaborate across diverse teams.
• Proficiency in data analysis and reporting tools.

Minimum Requirements

Education/Experience: Bachelor's degree (Master's preferred) with 12+ years of progressive IT experience, including 7-10 years in a leadership role within Application Management Services (AMS), Quality Assurance (QA), or IT Service Management (ITSM). Proven expertise in developing and implementing QA strategies and service enablement programs, with practical experience in ITIL, ISO, Six Sigma, and Agile/DevOps. Relevant certifications are highly desirable.