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Role Summary

The Associate Manager is responsible for providing management oversight across delivery teams and client engagements, with a strong focus on governance, performance monitoring, and alignment with organizational standards. This role is not accountable for day‑to‑day project execution; instead, it ensures that delivery performance, service levels, and operating practices are effectively governed and continuously improved.

The Associate Manager acts as a senior interface between delivery teams, Delivery Managers, and leadership, ensuring transparency, consistency, and alignment of expectations. The role supports a sustainable operating model by overseeing people utilization, workload balance, capability development, and performance feedback, while ensuring risks, issues, and escalations are managed through appropriate delivery management channels.

Key Responsibilities

Delivery Governance & Performance Oversight

• Provide oversight across multiple teams and engagements to ensure alignment with agreed objectives, service levels, and organizational standards.
• Review delivery performance at a high level, monitoring progress against SLAs, KPIs, and contractual commitments.
• Ensure risks, issues, and escalations are proactively identified, tracked, and addressed through established governance and delivery management forums.
• Support audit readiness by ensuring delivery controls, documentation, and compliance requirements are consistently met.

People & Capacity Oversight

• Oversee team utilization and workload distribution to support a healthy and sustainable operating model.
• Monitor capability coverage and development needs across teams, escalating gaps and supporting improvement plans where required.
• Provide performance input and feedback in collaboration with Delivery Managers and People Leads, ensuring alignment with performance frameworks.
• Promote consistent application of people processes, performance standards, and organizational policies.

Stakeholder Management & Communication

• Act as a senior point of contact between delivery teams, Delivery Managers, and leadership, ensuring clear communication and transparency.
• Support leadership reporting by providing structured insights on delivery health, risks, and improvement areas.
• Align stakeholder expectations by reinforcing governance processes, decision‑making frameworks, and escalation paths.

Governance, Reporting & Continuous Improvement

• Support governance forums, management reviews, and performance reporting cycles.
• Ensure consistent application of organizational policies, quality standards, and internal controls across engagements.
• Identify trends, systemic risks, and improvement opportunities, contributing to continuous improvement initiatives.
• Support standardization and maturity of delivery governance practices across teams.

Key Skills & Experience

• Experience in delivery oversight, service governance, or engagement management within complex, multi‑team environments.
• Strong understanding of performance management, SLAs, risk and issue management, and governance frameworks.
• Proven ability to work with senior stakeholders and provide structured, data‑driven insights.
• Strong communication and influencing skills, with the ability to balance governance rigor and operational pragmatism.
• Experience supporting audit, compliance, or quality assurance activities is an advantage.

Leadership Attributes

• Governance‑driven mindset with strong attention to standards, controls, and consistency.
• Ability to operate at a strategic and cross‑engagement level rather than hands‑on project execution.
• Calm, structured, and objective approach to performance discussions and escalations.
• Commitment to building sustainable delivery models and continuous improvement.