Associate Delivery Manager- Implementations
Join the Legacy of Innovation with FCI\-CCM:
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FCI is a leader in Customer Communication Management (CCM), empowering enterprises to deliver hyper\-personalized, omnichannel, and data\-driven customer experiences through its flagship platform VARTA. With a legacy dating back to 1959, FCI combines decades of communication expertise with modern technology to help clients across banking, insurance, telecom, utilities, and healthcare transform their customer engagement into a strategic growth engine.<\/span>
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As a Associate Delivery Manager\- Implementations<\/b> you will own post\-implementation excellence, manage BAU operations, releases, and SLAs, and act as a trusted customer\-facing SPOC for enterprise SaaS/FinTech platforms\u2014ensuring stability, scalability, and long\-term customer success.<\/span>
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Broad Function:<\/u><\/b><\/span>
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The role is responsible for end\-to\-end post\-implementation service delivery and operations for SaaS / FinTech products, ensuring platform stability, high availability, SLA adherence, and customer satisfaction. This includes managing BAU operations, change requests, releases, and production support, acting as the primary customer\-facing SPOC, and collaborating with Product, Engineering, and Sales teams to<\/span>
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Purpose of the Role:<\/u><\/b><\/span>
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To ensure stable, scalable, and high\-quality delivery of SaaS/FinTech platforms post go\-live, while driving operational excellence, SLA adherence, and customer success.<\/span>
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Roles and Responsibilities (not limited to):<\/u><\/b> <\/span>
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- Post\-Implementation Delivery Ownership\- Own end\-to\-end post\-implementation delivery for SaaS / FinTech platforms, ensuring stability, scalability, high availability, and service quality in production<\/span>
<\/span><\/span><\/li>- BAU Operations & Change Management\- Manage BAU operations including Change Requests (CRs), product enhancements, defect fixes, and customer\-specific configurations across multiple accounts.<\/span>
<\/span><\/span><\/li>- Customer Stakeholder Management\- Act as the primary customer\-facing SPOC post go\-live, managing expectations, delivery commitments, escalations, and overall service experience.<\/span>
<\/span><\/span><\/li>- Change Requests & Enhancements Execution \- Drive CRs and minor feature enhancements from requirement clarification through development, testing, release, and post\-release monitoring.<\/span>
<\/span><\/span><\/li>- Production Support & Incident Management\- Oversee L2 application support including incident triage, root cause analysis (RCA), coordination of hotfixes, and production releases.<\/span>
<\/span><\/span><\/li>- SLA, KPI & Operational Metrics Management\- Track and manage SLAs, KPIs, and operational metrics such as incident resolution, backlog health, release quality, and customer impact.<\/span>
<\/span><\/span><\/li>- Release & Sprint Management\- Plan and manage release cycles and sprint commitments, including regression testing and production deployments with minimal downtime.<\/span>
<\/span><\/span><\/li>- Agile Delivery & Cross\-Functional Collaboration\- Ensure adherence to Agile / Scrum delivery models while collaborating closely with Product, Engineering, QA, DevOps, and Support teams.<\/span>
<\/span><\/span><\/li>- SDLC & Change Governance \- Monitor and enforce SDLC and change management processes, ensuring documentation, approvals, compliance, and audit readiness.<\/span>
<\/span><\/span><\/li>- Risk & Dependency Management\-Identify delivery risks, dependencies, and capacity constraints, and proactively implement mitigation plans.<\/span>
<\/span><\/span><\/li>- Reporting & Executive Communication \- Prepare and present delivery dashboards, release notes, status reports, risk logs, and SLA reports to internal stakeholders and customers.<\/span>
<\/span><\/span><\/li>- Product Roadmap Alignment \- Partner with Product Management to align customer CRs and enhancements with product roadmap priorities.<\/span>
<\/span><\/span><\/li>- Sales & Commercial Support\- Support Sales and Account Management teams with effort estimation, SOW creation, commercials, renewals, and enhancement/support contracts.<\/span>
<\/span><\/span><\/li>- Account Growth & Customer Retention\- Build long\-term customer relationships to drive renewals, account growth, and upsell opportunities.<\/span>
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<\/span><\/div>Cultural Traits (Critical Fit Requirements):<\/u><\/b>
<\/span><\/div>- Strong ownership mindset with accountability for delivery and outcomes<\/span>
<\/span><\/span><\/li>- Customer\-first attitude focused on reliability, service quality, and long\-term partnerships<\/span>
<\/span><\/span><\/li>- Execution\-driven and resilient, able to operate in high\-pressure production environments<\/span>
<\/span><\/span><\/li>- Collaborative leader who works effectively across product, engineering, and business teams<\/span>
<\/span><\/span><\/li>- Process\- and data\-oriented, with respect for SLAs, compliance, and delivery discipline<\/span>
<\/span><\/span><\/li>- Adaptable and solution\-focused, comfortable in fast\-evolving SaaS / FinTech ecosystems<\/span>
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<\/div><\/span>Requirements<\/h3>
Desired Qualifications & Experience:<\/u><\/b>
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<\/span><\/div>- Bachelor\u2019s degree in computer science, Engineering, or related field<\/span>
<\/span><\/span><\/li>- 4+ years of Service Delivery / Operations experience with 5+ years overall IT experience<\/span>
<\/span><\/span><\/li>- Proven experience in SaaS / FinTech or product\-based environments<\/span>
<\/span><\/span><\/li>- Strong background in post\-production support, customer escalations, and change management for high\-availability systems<\/span>
<\/span><\/span><\/li>- Hands\-on understanding of cloud\-native architectures, APIs, and multi\-tenant SaaS platforms<\/span>
<\/span><\/span><\/li>- Experience working in Agile / Scrum teams, CI/CD pipelines, and frequent production releases<\/span>
<\/span><\/span><\/li>- Exposure to regulated environments (security, compliance, audit, data privacy) is a strong advantage<\/span>
<\/span><\/span><\/li>- Excellent stakeholder management and communication skills with technical and business teams<\/span>
<\/span><\/span><\/li>- Proficiency with delivery and support tools such as JIRA, Confluence, ServiceNow, Zoho, or similar<\/span>
<\/span><\/span><\/li>- Prior experience as a Delivery Manager or Technical Project Manager in product environments<\/span>
<\/span><\/span><\/li>- Agile / delivery certifications (CSM, SAFe, PMP, ITIL) are a plus<\/span>
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<\/div><\/span>Benefits<\/h3>
The company offers a range of employee benefits including:
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<\/span><\/div>- Cashless medical insurance for employees, spouses, and children<\/span>
<\/span><\/span><\/li>- Accidental insurance coverage<\/span>
<\/span><\/span><\/li>- Life insurance coverage<\/span>
<\/span><\/span><\/li>- Retirement benefits including Provident Fund (PF) and Gratuity<\/span>
<\/span><\/span><\/li>- ESI*<\/span>
<\/span><\/span><\/li>- Complementary meal coupons<\/span>
<\/span><\/span><\/li>- Company\-paid transportation<\/span>
<\/span><\/span><\/li>- Sodexo benefits for income tax savings<\/span>
<\/span><\/span><\/li>- Paternity & Maternity Leave Benefit<\/span>
<\/span><\/span><\/li>- National Pension Saving<\/span>
<\/span><\/span><\/li>- EL encashment<\/span>
<\/span><\/span><\/li> - Accidental insurance coverage<\/span>
- 4+ years of Service Delivery / Operations experience with 5+ years overall IT experience<\/span>
- Customer\-first attitude focused on reliability, service quality, and long\-term partnerships<\/span>
- BAU Operations & Change Management\- Manage BAU operations including Change Requests (CRs), product enhancements, defect fixes, and customer\-specific configurations across multiple accounts.<\/span>