Associate Manager – Digital, Service Delivery

Key Deliverables in this role

Financial Outcomes

• Operational Efficiency Gains: Through service delivery excellence, the role ensures peak performance and stability of Sales & Operations applications, minimizing downtime and reducing operational costs—ultimately boosting productivity and service quality.
• Revenue Enablement: By delivering seamless digital experiences and resolving issues proactively, the role accelerates business processes, shortens sales cycles, and enhances customer satisfaction—contributing directly to revenue growth.
• Cost Optimization: The Service Delivery Manager drives automation, integration, and continuous improvement across interconnected platforms, eliminating inefficiencies, reducing manual effort, and optimizing IT expenditures.

Customer Service

• Consistent and Reliable User Experience: The Service Delivery Manager ensures stable and high-performing Sales & Operations applications, delivering smooth and dependable digital experiences for internal stakeholders and external partners.
• Proactive Service Recovery: By taking ownership of issue resolution, the role minimizes service disruptions through swift, sustainable fixes—enhancing user satisfaction and building trust.
• Service Excellence Through Innovation: Leveraging automation, integration, and data insights ensuring continuous service improvement, enabling faster response times, reduced escalations, and a more agile support environment.

Critical success factors for the Role

• Bachelor's or Master's degree in technical preferred; MBA from Tier 1 / 2 B-schools adds strong value.
• 3 to 6 years in IT operations and service delivery for sales applications.
• A proven track record of issue resolution, vendor management, and driving efficiency.
• Strong technical expertise in SAP operations, integrations, and system connectivity.
• Ability to lead application service delivery, ensuring stability, security, and continuous evolution.

Desirable success factors for the Role

• Is a disruptor at heart, who looks at the status quo and says, "We can do better."
• Boasts a bias for action that's so pronounced, it's almost palpable, with a sense of urgency that's as infectious as it is inspiring.
• Exudes a passion for problem-solving that's matched only by a We're offering a chance to be part of something that's bigger than any one individual. It's a call to arms for those who want to leave an indelible mark on the world of FMCG