Job Description

Ready to build the future with AI?
At Genpact, we don't just keep up with technology--we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Assistant Vice President Delivery Lead - Applications & IT Infrastructure
Assistant Vice President- IT-Managed Services
In this role, we are seeking a seasoned Technology Delivery Leader with strong technical depth and leadership skills to manage end-to-end delivery of Application Development, Maintenance, and Infrastructure Services for strategic client engagements. This role requires a proven ability to lead distributed application architecture initiatives, modern web application frameworks, and robust infrastructure operations while ensuring high-quality, resilient service delivery.
Responsibilities

• 1. Service Delivery & Governance
• Own delivery of Application Development, Application Maintenance, and IT Infrastructure (On-premise, Cloud, Network, Service Desk, Workplace) services
• Ensure all services meet contractual SLAs, KPIs, and compliance requirements.
• Drive weekly/monthly governance meetings with stakeholders.
• Monitor delivery metrics, identify risks/issues, and implement mitigation plans.

2. Customer & Stakeholder Management

• Serve as the primary delivery interface for Client IT leadership and operational teams.
• Build strong relationships with customer stakeholders.
• Provide proactive communication, status updates, and executive summaries.
• Drive customer satisfaction and act on feedback for continuous service improvement.

3. Operational Excellence

• Manage day-to-day operations across cross-functional teams (Applications, Infrastructure, Cloud, Networks, Security, Service Desk).
• Lead incident, problem, change, and release management processes.
• Ensure root-cause analysis and corrective actions for all major incidents.
• Enable automation and optimization opportunities across the IT landscape.

4. People Leadership & Team Management

• Lead and mentor a global delivery organization (operating from India and Mexico) comprising technical leads, engineers, and service desk teams.
• Align team capacity with demand forecasts, seasonal peaks, and project loads.
• Drive performance management, skill development, and resource optimization.

5. Financial & Contractual Management

• Manage account P&L, monthly billing, budgets, forecasts, resource planning, and cost optimization initiatives.
• Track and ensure adherence to contractual commitments, SOWs, and change orders.
• Support renewal, upsell, and expansion opportunities.

6. Transformation & Continuous Improvement

• Lead modernization initiatives such as cloud migration, DevOps adoption, and ITSM process enhancements.
• Drive automation in monitoring, operations, and application lifecycle to improve efficiency and reduce downtime.
• Identify and implement ITIL best practices aligned with Client technology roadmap.

Qualifications we seek in you!
Minimum Qualifications
Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
Preferred Qualifications/ Skills
Application & Infrastructure Delivery

• Own delivery across custom application development, application maintenance, and IT infrastructure (cloud, network, on-premise).
• Drive modernization initiatives: distributed architecture, REST API design, Angular/React-based web applications, and cloud migration.
• Ensure compliance with SLAs, KPIs, and security standards across all services.
• Champion DevOps adoption, CI/CD automation, and ITSM process improvements.

2. Technical Leadership

• Provide architectural guidance for scalable, distributed applications and API-first designs.
• Oversee performance tuning, security hardening, and infrastructure optimization.
• Lead incident/problem/change/release management with strong RCA and preventive measures.
• Implement automation in monitoring and operations to improve resilience and reduce downtime.

Leadership & Management Skills

• Excellent customer-facing and stakeholder management capabilities.
• Strong communication, presentation, and executive reporting skills.
• Ability to manage high-pressure seasonal operations (e.g., holiday peak load at ski resorts).
• Proven capability in handling escalations, crisis management, and service recovery.

Other Requirements

• Willingness to work in US time-zone overlap and travel to Client locations if needed.
• Understanding of the hospitality, travel, or ski resort business is a plus.

Key Performance Indicators (KPIs)

• SLA/KPI adherence across all services.
• Customer satisfaction (CSAT/NPS).
• Incident reduction and MTTR improvement.
• Financial metrics: margin, forecasting accuracy, change order realization.
• Team engagement and attrition.
• Success in transformation and automation initiatives.

Why join Genpact?

• Lead AI-first transformation - Build and scale AI solutions that redefine industries
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career--Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Skills Required