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