Associate Manager, Partner Delivery Assurance

Key Responsibilities

• Oversee and coordinate end-to-end client delivery through third-party or partner ecosystems.
• Serve as the delivery lead for assigned clients or programs, ensuring SLAs and KPIs are met.
• Act as a liaison between internal stakeholders, clients, and delivery partners to resolve issues and ensure alignment.
• Lead a small team of analysts or coordinators, providing direction, feedback, and performance management.
• Review partner performance metrics regularly; initiate corrective actions when needed.
• Identify risks to delivery timelines or quality, and escalate/resolve in a timely manner.
• Collaborate with account management and business teams to understand client goals and ensure delivery is aligned.
• Support onboarding and operational readiness for new partners or delivery models.
• Contribute to continuous improvement initiatives by identifying delivery gaps and process enhancements.

Qualifications

Required

• Bachelor's degree in Business, Operations, IT, or a related field
• 5+ years of experience in client delivery, service operations, or delivery assurance
• At least 2 years of experience managing a team or leading delivery pods
• Strong understanding of service delivery lifecycles and partner/vendor management

Preferred

• Experience in a B2B service environment (IT, outsourcing, SaaS, consulting, etc.)
• Knowledge of delivery governance, service level management, or operational reporting
• Familiarity with tools like ServiceNow, Salesforce, Jira, or similar platforms
• ITIL certification or PMP/Agile exposure is a plus

Key Skills

• Excellent stakeholder management and client communication skills
• Team leadership and people development experience
• Strong organizational and analytical skills
• Ability to work under pressure and manage competing priorities
• Problem-solving mindset with a customer-first attitude