Associate Director - Service Delivery

Education Qualification :
Engineer - B.E / B.Tech / MCA

Skills :

Primary -> Functional | Client Account Management | Relationship Management | 4 - Advanced

Primary -> Functional | Financial Planning and Analysis | Variance Analysis - Budget vs Actual | 4 - Advanced

Secondary -> Functional | IT Operations Management | Stable, Secure ICT infrastructure | 4 - Advanced

Secondary -> Functional | Pre Sales Support Activities | Responding to RFPs | 5 - Expert

Tertiary -> Functional | Financial Planning and Analysis | Opex Budgeting | 4 - Advanced

Tertiary -> Behavioral | Microland Skills | Execution Excellence | 4 - Advanced

Tertiary -> Functional | Organization Change and Development | Succession Planning | 4 - Advanced

Certification :

Technology | IT Service Management Certifications | ITIL Intermediate Certificate

Details:

1. Achievement of the Unit / account margin goals for the year

2. Achievement of the margin goals through various optimization initiatives for the account

3. Monthly Accounts profitability Reports published by finance

4. Revenue Goals - Achievement of the Unit / account revenue goals for the year

5. Formal documented succession plan for the critical roles in the program

6. Talent management and Improvement

7. Succession plan - formal documented plan for all critical roles / people

8. WMG, HR and LandD Dashboard

9. Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery

10. Achievement of formal published GandO for the program as agreed and tracked through customer governance

11. Any misses to have a formal RCA based fix or a formal SIP initiative associated

12. Productivity and Service Excellence - Devise and implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits

13. Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline

14. Ensure tracking of productivity in a systematic manner and take measure to improve productivity

15. Formal internal reviews for published plans vs actuals

16. QMS / IMS Goals - Ensure account maintains 100% compliance to service security management processes defined, 100% adherence implementation to QMS processes defined by organization in accounts and Zero Major NC in Internal and External Audit

17. Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.

18. Value based delivery - Identify and execute initiatives classified as Value for customer, Demonstrate to customer on the Value delivered to customer through these initiatives

19. Ensure documentation of the projects and share the same with SEPG team

Location:

Saudi Arabia - Riyadh

Created On:

01-Oct-2026