Technical Delivery Head - Digital (Customer Account)

Job Description: Technical Delivery Head - Digital (Customer Account)

Position Overview:
The Delivery Head will oversee the end-to-end delivery of IT services and solutions, ensuring quality, efficiency, and client satisfaction. The role requires a strong focus on operational excellence, stakeholder management, team leadership, and business growth.

KPI:

1. Project Delivery Timeliness:

• Percentage of projects delivered on or before the deadline.
• Average delay time per project (if any).

2. Quality of Delivery:

• Client satisfaction score (CSAT).
• Percentage of defect-free project deliveries.
• Number of escalations due to delivery issues.

3. Resource Utilization:

• Team productivity rate.
• Resource allocation efficiency.

4. Financial Metrics:

• Adherence to project budgets.
• Profit margins for delivered projects.

5. Stakeholder Engagement:

• Frequency and quality of communication with clients and stakeholders.
• Feedback score from stakeholders.

6. Risk Management:

• Percentage of risks mitigated effectively before impacting delivery.
• Number of successful recovery actions for delayed or at-risk projects.

7. Team Management:

• Employee retention rate.
• Team satisfaction score.
• Training and development sessions conducted for the team.

Key Responsibilities:

1. Delivery Management:
• Oversee and manage the delivery of IT projects and services across multiple accounts.
• Ensure project timelines, budgets, and quality standards are consistently met.
• Develop and implement best practices, tools, and methodologies for efficient service delivery.
2. Client Relationship Management:
• Serve as the primary point of contact for clients regarding delivery.
• Ensure high levels of customer satisfaction and handle escalations effectively.
• Identify opportunities for account growth through delivery excellence.
3. Operational Excellence:
• Drive process improvements to optimize resource utilization, cost management, and delivery timelines.
• Monitor and report on key performance indicators (KPIs) related to delivery efficiency, quality, and customer satisfaction.
4. Team Leadership:
• Build and lead a high-performing delivery team, including project managers, engineers, and support staff.
• Foster a collaborative and growth-oriented team culture.
• Develop and mentor team members to enhance their skills and career progression.
5. Stakeholder Engagement:
• Collaborate with sales, presales, and account management teams to understand customer requirements.
• Align delivery strategies with business goals and client expectations.
• Participate in strategic planning for expanding service offerings.
6. Financial Management:
• Own the P&L for the delivery function, ensuring profitability and cost control.
• Prepare and manage budgets for projects and operational activities.
• Forecast resource needs and optimize workforce allocation.
7. Risk Management:
• Proactively identify risks related to project delivery and devise mitigation plans.
• Ensure compliance with industry standards and regulations.

Qualifications and Experience:

• Bachelors degree in computer science, IT
• 12+ years of experience in IT service delivery, including at least 3 years in a leadership role.
• Proven track record of managing large-scale IT projects or portfolios in a global delivery environment.
• Strong knowledge of delivery frameworks such as Agile, DevOps, and ITIL.
• Experience with IT services across multiple domains, such as software development, infrastructure management, or cloud solutions.

Key Skills:

• Leadership and team management.
• Strategic thinking and problem-solving.
• Excellent communication and negotiation skills.
• Strong client relationship management.
• Financial acumen and P&L ownership.
• Expertise in delivery methodologies and tools.

Key Performance Indicators (KPIs):

• Experience in Cost and Profitability (on time, within budget, quality adherence).
• Thought Leadership
• Client satisfaction scores (CSAT/NPS).
• Team productivity and retention.
• Efficiency in resource utilization.
• Must have managed Technical Delivery Managers in the past
• Client Engagement and Management
• Experience in 1 to 2 Domains (Manufacturing, Retail, Semi Conductor etc)