Perfios - Delivery Head

The role is with one of our acquired company CreditNirvana - Perfios company.
Summary:
- The Delivery Head will be responsible for end-to-end delivery, execution excellence, and realization of client value for CreditNirvana's AI-driven end-to-end Collection Platform.
- This includes institutionalizing delivery discipline, leading multi-product implementations for large BFSI clients, reinforcing governance, and driving operational scale until the organization scales up across India, Southeast Asia, and MEA.
Primary Duties:
A. Strategic Delivery Leadership:
- Define and institutionalize a single delivery methodology across more than 15 CN products.
- Lead the delivery for enterprise clients across NBFCs, Banks, Fintechs, and ARCs, ensuring predictable, on-time, in-scope executions.
- Translate business commitments into roadmaps of delivery, resource plans, and milestones with clear accountabilities and governance.
B. Client Program Management:
- Serve as executive sponsor for key clients; conduct weekly/fortnightly steering committees with CXOs and functional heads.
- Ensure transparent communication, escalation of issues, and alignment of expectations with clients.
- Delivery: Ensure adoption, value realization, and expansion opportunities through structured delivery and measurable impact.
C. Cross functional Orchestration:
- Collaborate with the Product, Engineering, AI, Collections SMEs and Sales teams on smooth implementation of the Maestro Agentic AI and Credit Nirvana's suite.

- Translate customer needs into workable product configurations while maintaining rigorous change request and scope control.
- Drive continuous improvement loops-from implementation feedback to product roadmap influence
D. Delivery Excellence & Governance:
- Delivery KPIs, SLAs, release management, documentation standards, and risk registers will be established.
- Institutionalize project hygiene such as daily trackers, minutes of meetings, UAT governance, deployment readiness, and hypercare frameworks.
- Build and lead a high-performing delivery organization comprising Customer Success Managers, BAs, Product Leads, Engineering Teams, and Collections SMEs.
E. Operational Scale & Process Optimisation:
- Design scalable delivery playbooks to enable 5-10 concurrent enterprise implementations.
- Standardize onboarding templates, sprint cadence, QA protocols, and rollout models across clients.
- Knowledge management, reusable assets, best-practice libraries
F. Risk, Compliance & SLA Management:
- Own delivery risk frameworks, including technical, operational, client-side, data security, and regulatory aspects.
- Ensuring Perfios and client-side security, DPDP standards, audit readiness, and SLA commitments are met.
- Proactively drive mitigation to avoid client escalations, outages, or delivery slippages.
Key Performance Indicators (KPIs):
- On-time Delivery: % of projects delivered within the committed timeline.
- SLA Adherence: Uptime, issue resolution TAT, production stability
- Client Satisfaction CSAT, NPS, renewal rates, revenue retention
- Adoption metrics include module usage, AI agent penetration, and automation rates.
- Delivery Throughput: Number of implementations delivered successfully per quarter
- Efficiency: Reduction in rework, CR% reduction, velocity improvement
- Team Performance Capability Uplift, Leadership Pipeline, Attrition Control
Candidate Profile:
Experience:
- 5-10 years in the delivery of enterprise SaaS, digital transformation, or technology platforms in BFSI.
- Strong exposure to NBFCs, Banks, and lending-technology systems will be preferred.
- Proven track record in managing large multi-stakeholder enterprise technology implementations
Leadership & Skills:
- Strong program governance, stakeholder management, and communication at the CXO level.
- Deep understanding of SaaS delivery processes, sprint-based execution, UAT cycles, and production rollouts.
- Diagnose delivery bottlenecks, enforce discipline, and drive high-velocity execution.
- Experience with AI/ML-driven products will be a strong advantage.
- High urgency; structured thinking, with a problem-solving outlook, and able to operate in an environment of a fast-scaling startup.
5. What This Role Enables:
- Direct impact on operational excellence and revenue realization.
- Leadership visibility across the Perfios global organization.
- Opportunity to shape India's leading Agentic AI-driven collections and recovery platform.