Delivery Head - Managed Technology Services

Key Responsibilities:
- Programme ownership: Own end-to-end delivery accountability for managed technology engagements - spanning planning, execution, release management, and post-go-live support - with clear SLA and milestone commitments to the client.
- Client relationship management: Serve as the primary delivery point of contact for client stakeholders; run steering reviews, present progress and risk registers, and proactively address issues before they escalate.
- Team leadership: Lead, motivate, and develop cross-functional pods comprising software engineers, data engineers, BAs, QA specialists, and scrum masters; sustain team velocity while managing attrition and bench gaps.
- Agile and scrum governance: Drive sprint planning, stand-ups, retrospectives, and release ceremonies across one or more scrum teams; coach scrum masters and enforce agile hygiene without being dogmatic about process.
- Technical oversight: Partner with tech leads on architecture decisions, code quality standards, and technical debt management; review delivery estimates and call out scope or timeline risks grounded in engineering reality.
- Delivery metrics and reporting: Define, track, and publish delivery KPIs - velocity, defect density, release frequency, client CSAT - and use data to drive continuous improvement.
- Risk and dependency management: Maintain an active risk and issue log; own the escalation path for blockers that cross team or client boundaries; coordinate with infrastructure, security, and third-party vendors as needed.
- Resource and capacity planning: Work with recruiting and resource management to forecast hiring needs, onboard new team members, and ensure the right mix of skills is available for upcoming sprints and milestones.
- Commercial awareness: Track hours burn, scope change, and margin health on your engagements; flag commercial risks and support the account management team in contract renewals and expansion conversations.
- Practice development: Contribute to building Netscribes' managed delivery playbooks, onboarding templates, and engagement operating models so that what works on one account can be replicated at scale.
Required Qualifications:
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
- 12 - 18 years of overall experience, with a minimum of 5 years in software development (any mainstream stack) and 4+ years in a delivery management, programme management, or engagement management role.
- Demonstrated ownership of multi-team software delivery programmes - managing 10 or more engineers across concurrent workstreams with hard client deadlines.
- Hands-on scrum master or agile lead experience; comfortable running sprint ceremonies and coaching teams on agile practices, not just overseeing them.
- Strong grasp of software engineering fundamentals - enough to validate technical estimates, challenge scope decisions, and have credible technical conversations with engineers and architects.
- Proven track record of managing senior client stakeholders - running steering committees, presenting to CxO audiences, and handling difficult conversations calmly and constructively.
- Experience with project and delivery tooling - Jira, Confluence, or equivalents - and comfort defining process when tooling is absent.

- Demonstrable commercial awareness: understanding of T&M and fixed-price contract models, change control processes, and margin-level hygiene.
- Excellent written and verbal communication skills; able to produce crisp status reports, risk registers, and slide decks without heavy editorial support.
Preferred Qualifications:
- PMP, PRINCE2, SAFe, or equivalent programme management certification.
- Certified ScrumMaster (CSM) or Professional Scrum Master (PSM) credential.
- Experience managing managed services or AMS-style engagements with SLA-bound support obligations.
- Exposure to data engineering, cloud migration, or enterprise application delivery (ERP, CRM, custom platform builds).
- Experience running delivery in an IT services or consulting firm where team composition and vendor management are part of the role.
- Familiarity with DORA metrics, OKR-based delivery planning, or similar outcome-oriented frameworks.