Associate Manager - Delivery

Location: IN - Bangalore 24/7 | Job-ID: 215582 | Contract type: Standard | Business Unit: Technicians

Life on the team

• A fantastic opportunity has arisen for the Associate Manager delivery role to join Computacenter’s dynamic and rapidly expanding Digital Infrastructure group. Successful applicants will be joining a truly global organization, delivering services into over 70 countries worldwide, with major offices across Europe, the Americas, Africa and Asia; a recognized leader of the IT services business with a unique independent, infrastructure-focused perspective on the market.
• You’ll get to work with some of the most talented and passionate people in the business. You’ll have the opportunity to apply your knowledge to some of the highest profile projects and customers in the market from our Computacenter office in Bangalore.
• This role will be primarily focused on delivering BAU / Project services within a shared service delivery model.
• With open access to thought leaders and major industry players you’ll get exposure to leading edge technologies which will enable you to advance your skills.

What You’ll Do

We are seeking a highly skilled and dynamic Associate Manager delivery to lead our Infrastructure Operations team. The ideal candidate will have extensive experience leading the data center services. You will be responsible for managing a dynamic & vibrant team driving innovation, automation & blended with analytics revolving around initiatives, engaging with customers, and fostering innovative ideas to enhance our infrastructure services.

What You’ll Need

Key Responsibilities

Operational & Service Delivery

- Oversee daily operations of workplace services including Windows, Citrix, SCCM, and Application Packaging.

- Ensure adherence to ITIL processes (Incident, Problem, Change, Configuration Management).

- Drive automation and continuous improvement initiatives to enhance service efficiency.

- Act as an escalation point for complex technical and operational issues.

- To lead and manage a 24X7 team of technical professionals within the Digital Command Center.

People Management

- Lead, coach, and develop a team of administrators and engineers.

- Conduct performance reviews, training plans, and career development discussions.

- Manage recruitment and onboarding in alignment with HR processes.

Strategic & Stakeholder Engagement

- Collaborate with Delivery Managers, SMEs, and cross-functional teams to align service delivery with business goals.

- Provide regular updates and management information (MI) to leadership.

- Influence senior stakeholders on service improvements and security matters.

Process & Compliance

- Benchmark and improve security practices within workplace operations.

- Ensure compliance with internal policies and external regulations.

- Support the refinement of service catalogues and operational documentation.

Key Performance Indicators (KPIs)

Operational Excellence

- Incident Resolution Rate: % of incidents resolved within SLA timelines.

- Change Success Rate: % of changes implemented without causing incidents or service disruptions.

- Automation Impact: Reduction in manual tasks through automation (% improvement).

- System Uptime: % availability of workplace infrastructure (Windows, Citrix, SCCM).

Team & People Management

- Employee Engagement Score: Based on internal surveys and feedback.

- Attrition Rate: % of voluntary attrition within the team.

- Training Completion Rate: % of team members completing mandatory and developmental training.

- Cross-Skilling Coverage: % of team members trained in multiple technologies.

Service Delivery & Improvement

- Customer Satisfaction (CSAT): Average score from internal/external stakeholders.

- Service Improvement Initiatives: Number of implemented improvements per quarter.

- Escalation Reduction Rate: % decrease in escalations over time.

Compliance & Governance

- ITIL Process Adherence: % compliance with ITIL processes (Incident, Problem, Change).

- Audit Findings Closure Rate: % of audit issues resolved within defined timelines.

- Security Compliance Score: Based on internal security benchmarks and assessments.

Strategic Contribution

- Stakeholder Engagement Index: Quality and frequency of interactions with key stakeholders.

- MI Reporting Accuracy & Timeliness: % of reports delivered on time with accurate data.

- Contribution to Strategic Projects: Number and impact of strategic initiatives led or supported.

Required Skills & Experience

- 9–12 years of experience in IT operations, service management, and people leadership.

- Strong understanding of workplace technologies (Windows, Citrix, SCCM).

- Experience in managing distributed teams and driving change.

- Proficiency in automation, scripting, and troubleshooting.

- ITIL Foundation certification (V3/V4) preferred.

- Excellent communication, decision-making, and stakeholder management skills.

About us

• With over 20,000 employees across the globe, we work at the heart of digitization, advising organizations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organizations, driving digital transformation, and enabling people and their businesses.