Job Summary

Role Purpose

The Delivery Head – India Business will be responsible for managing end-to-end delivery across a portfolio of India-based customer accounts for an IT Services / IT Outsourcing organization. The role will own delivery excellence, revenue achievement, customer satisfaction, account growth support, team scalability, and operational governance.

The ideal candidate would be a strong portfolio delivery leader currently working with a Tier-2 IT Services company in India, managing multiple customer accounts, delivery teams, and business commitments.

Key Responsibilities

Delivery & Program Management

• Lead delivery across multiple programs, projects, and managed services engagements for India-based customers.
• Ensure agreed deliverables are met in terms of time, cost, quality, scope, and contractual commitments.
• Establish strong governance across accounts, including delivery reviews, risk tracking, issue resolution, and escalation management.
• Drive predictability in delivery through proactive planning, resource management, quality control, and stakeholder communication.
• Ensure adherence to SLAs, KPIs, delivery milestones, and customer expectations.

Business & Revenue Management

• Own revenue delivery targets for the assigned India customer portfolio.
• Support achievement of business results through delivery excellence, customer retention, and account expansion.
• Assist Sales and Account teams in business development, account mining, bid defense, proposal reviews, and contract reviews.
• Identify growth opportunities within existing accounts and help initiate potential new customer projects.
• Ensure delivery operations support revenue realization, margin goals, and profitable growth.

Customer Relationship & Engagement

• Build and maintain strong relationships with senior customer stakeholders across assigned accounts.
• Act as the delivery owner and escalation point for customer delivery matters.
• Ensure high customer satisfaction, customer retention, and referencability.
• Conduct regular governance meetings, account reviews, and delivery performance discussions.
• Partner with Account and Sales teams to strengthen customer relationships and support business growth.

People Leadership & Capability Building

• Work closely with HR, recruitment, and resource management teams to fulfill project and account staffing needs.
• Build and scale delivery teams in line with business growth.
• Guide, mentor, and develop project managers, delivery managers, architects, technical leads, and engineering teams.
• Drive performance management, capability development, employee engagement, and retention.
• Create a culture of accountability, collaboration, customer focus, and continuous improvement.

Process Excellence & Compliance

• Anchor process improvement, delivery compliance, and organizational initiatives across the portfolio.
• Ensure adherence to internal delivery frameworks, quality standards, security requirements, and customer-specific processes.
• Drive continuous improvement initiatives to improve productivity, quality, delivery efficiency, and customer experience.
• Monitor delivery health through metrics, dashboards, audits, and governance mechanisms.

Key Responsibilities

Scope of Responsibility

• Meeting revenue targets for the assigned India business portfolio.
• Delivering projects and services as per contractual commitments.
• Maintaining strong customer relationships across India-based accounts.
• Ensuring customer satisfaction and customer referencability.
• Supporting business expansion through mining of existing accounts.
• Partnering with Sales and Account teams for customer growth.
• Building and expanding delivery teams as business scales.
• Managing delivery performance, risks, escalations, and governance.

Required Qualifications & Experience

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.
• 18+ years of experience in IT Services, IT Consulting, or IT Outsourcing.
• Strong experience in delivery management, program management, and portfolio management.
• Experience managing multiple India-based customer accounts with revenue, delivery, and customer satisfaction accountability.
• Proven ability to manage large delivery teams across application development, maintenance, digital, cloud,  data, or managed services engagements.
• Experience in supporting proposals, bid defense, solution reviews, contract reviews, and account growth initiatives.
• Strong understanding of delivery governance, project financials, resource management, quality processes, and risk management.

Preferred Candidate Profile

• Currently working in India with a Tier-2 Indian IT Services / IT Outsourcing company.
• Currently managing a portfolio of customer accounts with end-to-end delivery responsibility.
• Could be operating as a Portfolio Manager, Delivery Director, Program Director, Senior Delivery Manager, or Account Delivery Leader.
• Should have started the career from a technical background and grown into delivery leadership.
• Strong technology acumen with the ability to engage with technical teams, architects, business stakeholders, and customer leadership.
• Strong communication, presentation, negotiation, and stakeholder management skills.
• Demonstrated ability to manage delivery outcomes, customer satisfaction, team performance, and business growth together.

Key Competencies

• Portfolio Delivery Management
• Customer Relationship Management
• Revenue and Margin Orientation
• Program and Project Governance
• Account Mining and Growth Support
• Team Building and People Leadership
• Technology Acumen
• Risk and Escalation Management
• Process Compliance and Continuous Improvement
• Strong Executive Communication

Key Success Metrics

• Revenue Achievement
• Gross Margin / Profitability
• Customer Satisfaction
• Customer Referencability
• SLA and KPI Compliance
• On-time and On-budget Delivery
• Account Growth Support
• Resource Utilization
• Delivery Quality
• Employee Engagement and Retention

Compliance and Governance Adherence

Skill Requirements

Other Requirements