The individual will act as a bridge between business, engineering, and operations teams, ensuring seamless execution from solution design to production support.
Key Responsibilities:
Delivery Leadership:
- Own end-to-end delivery of technology solutions across multiple accounts/projects.
- Drive delivery excellence across web, mobile, cloud, data, and enterprise platforms.
- Ensure projects are delivered on time, within scope, and within budget.
- Manage large-scale programs and multi-vendor ecosystems.
Operations & Governance:
- Establish and manage delivery governance frameworks (KPIs, SLAs, OLAs).
- Drive operational efficiency, incident management, and service reliability.
- Lead production support, SRE practices, and release management.
- Implement ITIL-based service management processes.
Stakeholder Management:
- Engage with CXOs, business heads, and clients for strategic alignment.
- Act as the primary escalation point for delivery and operational issues.
- Ensure high customer satisfaction (CSAT/NPS) across accounts.
Financial Ownership:
- Own P&L for delivery portfolios.
- Optimize costs, improve margins, and drive utilization efficiency.
- Forecast budgets, revenue, and resource planning.
Team Leadership & Capability Building:
- Lead and scale high-performing delivery, engineering, and operations teams.
- Build leadership bench strength and succession planning.
- Drive hiring, mentoring, and performance management.
- Foster a culture of accountability, innovation, and continuous learning.
Process & Quality Excellence:
- Define and implement best practices for delivery frameworks (Agile, DevOps, CI/CD).
- Drive automation, monitoring, and observability across systems.
- Ensure compliance with security, audit, and regulatory requirements.
Technology & Innovation:
- Drive adoption of modern technologies (Cloud, AI/ML, Microservices, Data Platforms).
- Partner with architecture teams to ensure scalable and future-ready solutions.
- Introduce tools and frameworks to improve productivity and delivery speed.
Key Skills & Competencies:
Technical & Functional:
- Strong understanding of cloud platforms (AWS/Azure/GCP).
- Experience in microservices architecture, APIs, and distributed systems.
- Expertise in DevOps, CI/CD pipelines, and automation.
- Knowledge of ITIL, SRE, and production support models.
Leadership:
- Proven experience managing large teams (100+ members).
- Strong decision-making and problem-solving skills.
- Ability to manage ambiguity and complex delivery environments.
Business & Financial:
- Strong P&L management experience.
- Commercial acumen and contract management.
- Experience in handling enterprise clients.
Soft Skills:
- Excellent communication and stakeholder management.
- Strong negotiation and conflict resolution skills.
- Strategic thinking with execution focus.
Preferred Background:
- Experience in IT Services / Consulting / Product Engineering companies.
- Prior experience in managing multi-geo delivery models.
- Exposure to industries like Retail, BFSI, or SaaS is a plus.
KPIs / Success Metrics:
- On-time delivery rate.
- Customer satisfaction (CSAT/NPS).
- Delivery margins and cost optimization.
- SLA adherence & incident reduction.
- Team utilization and retention.
