Head - Delivery

Key Responsibilities

• Own end-to-end delivery governance across all client implementations, enhancements, support, and innovation initiatives.
• Lead integrated delivery operations across PMO and Technology functions.
• Ensure projects are delivered on time, within scope, budget, and agreed quality benchmarks.
• Drive delivery planning, sprint governance, release management, and execution tracking.
• Build delivery frameworks, SOPs, escalation matrices, governance models, and reporting mechanisms.
• Manage client communication, stakeholder expectations, and executive-level escalations.
• Collaborate with Sales, Product, Customer Success, and Leadership teams to align delivery priorities.
• Oversee issue resolution processes and ensure SLA adherence for support and maintenance projects.
• Drive continuous improvement in delivery predictability, engineering quality, and operational efficiency.
• Establish resource planning and utilization mechanisms across business verticals.
• Monitor delivery health, risks, dependencies, and mitigation plans proactively.
• Lead hiring, mentoring, performance management, and capability development for the Delivery Team.
• Improve delivery maturity through Agile, Scrum, Hybrid PMO, and DevOps best practices.
• Work closely with the Innovation and Product teams to translate business ideas into scalable deliverables.
• Participate in strategic discussions for new business opportunities, solutioning, and implementation feasibility.

Required Skills & Competencies

• Strong experience managing cross-functional delivery and technology teams.
• Excellent understanding of Agile, Scrum, Waterfall, and Hybrid delivery models.
• Strong stakeholder and client management capabilities.
• Experience handling enterprise-grade software delivery and SaaS implementations.
• Strong escalation management and problem-solving mindset.
• Understanding of software development lifecycle, QA, release management, and support operations.
• Ability to create governance frameworks, dashboards, KPIs, and operational reviews.
• Strong commercial understanding including project costing, resource planning, and delivery efficiency.
• Excellent communication, leadership, and decision-making skills.
• Experience working in fast-growing and evolving organizations.