Job Summary

Role Purpose

The Delivery Head will be responsible for leading end-to-end service delivery across a portfolio of strategic customer accounts in the Kingdom of Saudi Arabia. The role carries accountability for revenue realization, customer satisfaction, delivery excellence, business expansion, people leadership, and operational governance. The incumbent will act as the primary delivery executive for customers, ensuring contractual commitments are met while driving account growth and strengthening long-term client relationships.

Key Responsibilities

Delivery & Program Management

• Lead and govern multiple programs, projects, and managed services engagements across customer accounts.
• Ensure delivery commitments are met in terms of scope, schedule, cost, quality, and customer expectations.
• Establish robust delivery governance mechanisms, including program reviews, risk management, escalation management, and performance tracking.
• Drive operational excellence through proactive planning, resource optimization, and delivery predictability.
• Ensure adherence to contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs).

Business & Financial Management

• Own and achieve revenue, margin, utilization, and profitability targets for the assigned portfolio.
• Support business development initiatives through proposal reviews, solution validation, contract reviews, and bid defense presentations.
• Partner with Sales and Account Management teams to identify and pursue growth opportunities within existing accounts.
• Drive account mining initiatives and contribute to new business acquisition efforts.
• Ensure accurate forecasting, revenue realization, and financial governance across engagements.

Customer Relationship Management

• Build and maintain strong executive-level relationships with customer stakeholders.
• Serve as the trusted advisor and escalation point for delivery-related matters.
• Drive customer satisfaction, customer retention, and customer referencability.
• Conduct regular governance meetings, business reviews, and strategic planning sessions with customers.
• Ensure high levels of customer engagement and proactive communication.

People Leadership & Talent Management

• Work closely with HR and recruitment teams to build delivery capabilities aligned to business growth.
• Ensure timely staffing and resource fulfillment for customer engagements.
• Mentor, coach, and develop delivery managers, project managers, and technical teams.
• Foster a high-performance culture focused on accountability, collaboration, innovation, and customer success.
• Drive employee engagement, capability development, and retention initiatives.

Process Excellence & Compliance

• Champion organizational quality initiatives, process improvements, and continuous improvement programs.
• Ensure compliance with organizational standards, customer requirements, and regulatory obligations.
• Promote best practices in project management, service delivery, risk management, and quality assurance.
• Drive adoption of delivery frameworks, governance models, and operational excellence practices.

Key Responsibilities

1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

Skill Requirements

Scope of Responsibility

• Achievement of revenue and profitability targets for assigned customer portfolio.
• Delivery of projects and managed services as per contractual commitments.
• Ownership of customer relationship management and executive stakeholder engagement.
• Achievement of customer satisfaction and referencability goals.
• Expansion of existing business through account mining and growth initiatives.
• Collaboration with Sales and Account Management teams for customer growth.
• Building and scaling delivery teams to support business expansion.

Required Qualifications & Experience

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.
• 16+ years of progressive experience in IT Services, IT Consulting, or IT Outsourcing organizations.
• Minimum 5 years of leadership experience managing large-scale delivery portfolios and customer relationships.
• Proven experience managing delivery operations for customers within the Kingdom of Saudi Arabia.
• Strong understanding of application services, digital transformation, cloud, managed services, and emerging technologies.
• Experience supporting bids, proposals, contract reviews, and customer presentations.

Preferred Candidate Profile

• Currently based in KSA and working with an India-headquartered IT Services or IT Outsourcing provider.
• Demonstrated experience managing KSA-based customers and large strategic accounts.
• Strong technical foundation with career progression from hands-on technical roles into delivery leadership.
• Excellent technology acumen with the ability to engage both business and technical stakeholders.
• Strong commercial understanding of IT services delivery, contracts, and account profitability.
• Exceptional communication, presentation, negotiation, and stakeholder management skills.

Key Success Metrics

• Revenue Achievement
• Gross Margin Achievement
• Customer Satisfaction (CSAT)
• Customer Referencability
• Delivery Quality and SLA Compliance
• On-time and On-budget Delivery
• Account Growth and Business Expansion
• Resource Utilization
• Employee Engagement and Retention
• Compliance and Governance Adherence

Other Requirements

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