Delivery Operations Lead

Role & responsibilities

Job Description

About the Role

We are seeking a highly motivated, analytical and experienced Delivery Operations Lead to play a critical role in optimizing and ensuring the health of our service delivery processes. In this role, you will act as a key partner in driving operational excellence across the organization. This involves close collaboration with various teams to ensure smooth customer onboarding, the development and implementation of standardized execution frameworks, the establishment of robust compliance measures, and contributing to solution design and implementation when needed. You will also play a crucial role in maintaining the overall health of projects across the company, proactively identifying and mitigating risks. This role demands a unique blend of operational expertise, analytical thinking, deep technical understanding, problem-solving skills, a passion for continuous improvement, and a keen ability to adapt to the rapidly evolving technological landscape.

Responsibilities:

• Project Health Management: Proactively monitor the health of projects across the company, identifying potential risks and issues, and collaborating with project teams to implement mitigation strategies.
• Solutioning: Contribute to the technical solutioning process by providing insights, identifying potential challenges, and suggesting alternative approaches.
• Recruitment and Team Building: Being core to the business, contribute and own recruitment with TA team and achieve required targets within crunch timelines
• Delivery Ownership Drive key client engagement agendas along with the Sales team and work with internal stakeholders to boost account prospects actively in a fast-paced manner
• Customer Onboarding: Develop and implement efficient and effective onboarding processes for new clients, ensuring a seamless transition and positive initial experience.
• Standardization and Optimization: Design and implement standardized templates and frameworks for project execution, status reporting, and governance, promoting consistency and efficiency across all projects.
• Performance Measurement: Define and track key performance indicators (KPIs) for service delivery, analyze data to identify areas for improvement, and report on program success to senior management.
• Data-Driven Approach: Promote a data-driven culture within the delivery organization, leveraging data analysis to inform decision-making and drive continuous improvement.
• Compliance Management: Establish and maintain a robust compliance framework, ensuring adherence to industry regulations, data privacy laws, and company policies.
• Process Improvement: Identify and implement process improvements to enhance operational efficiency, reduce costs, and improve service quality.
• Collaboration and Communication: Collaborate effectively with various teams, including sales, project management, and engineering, to ensure alignment and successful project delivery.
• New-age technical skillset and curious mindset
• Training and Development: Develop and deliver training programs to enhance the skills and knowledge of delivery teams on operational processes, tools, and best practices.

Preferred candidate profile

Requirements

Qualifications:

• Experience: Proven track record of successfully managing delivery operations and complex IT projects at scale in the IT services industry, with at least 8+ years of experience in a similar role.
• Technical Expertise: Strong technical background with a deep understanding of commonly used technologies like Java, .NET, AWS, Azure, React, etc. solutioning, solving complex technical problems
• Operational Excellence: Strong understanding of operational processes, best practices, and frameworks.
• Analytical Skills: Exceptional analytical and problem-solving skills with the ability to interpret data, identify trends, and draw meaningful conclusions.
• Solutioning Skills: Demonstrated ability to contribute to technical solution design, considering various factors such as feasibility, scalability, and performance.
• Process Improvement Expertise: Experience with process improvement methodologies (Lean, Six Sigma) and a demonstrated ability to drive operational efficiency.
• Compliance Management: Knowledge of industry regulations, data privacy laws, and compliance frameworks.
• Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate with both technical and non-technical audiences, including C-level executives.
• Leadership Skills: Proven ability to influence and collaborate with cross-functional teams to achieve common goals.
• Data-Driven Mindset: Strong understanding of data analysis techniques and a passion for using data to drive decision-making.
• Start-up Approach: Adaptable, resourceful, and thrives in a fast-paced environment with a strong sense of urgency.
• Cultural Fit: Passionate about operational excellence, driven to succeed, and possesses a strong work ethic.

Candidates with below mentioned experience shall be preferred:

• Experience of working and managing new-age AI & ML related projects
• Experience working with US-based clients and handling large projects
• Experience in a medium-sized company with a start-up culture
• Familiarity with various project management tools and methodologies.

Perks and benefits