Role Purpose :

The Technical Delivery Head will own the overall delivery performance of the delivery unit, with responsibility for customer outcomes, delivery quality, profitability, operational efficiency, technology leadership and people development.

The role requires a strong blend of delivery leadership, technical depth, customer management, and business acumen.

Key Responsibilities :

Delivery & Business Management :

- Own delivery performance across revenue, margins, receivables, utilization, resource pyramid, quality, risks and project governance.

- Manage a diverse portfolio including product engineering, platform modernization, digital learning/content solutions, integrations, migrations, AI-enabled solutions and support engagements.

- Drive predictable delivery, operational efficiency and continuous improvement.

- Step into critical delivery situations and customer escalations when required.

Customer & Account Leadership :

- Build strong relationships with senior customer stakeholders and CXO-level executives.

- Own a set of strategic accounts from a delivery and account-growth perspective, working closely with Sales and Business teams to drive upsell and expansion.

- Understand customer product, technology and business roadmaps and contribute to strategic conversations.

- Own customer satisfaction and proactively identify delivery or relationship risks.

- Participate in strategic account planning, roadmap discussions and solution conversations.

Technology & AI Leadership :

- Bring strong technical foundations and prior hands-on experience in software/product engineering, with the ability to provide direction to Architects and Engineering Leads on architecture, scalability, quality, security, modernization and technology choices.

- Provide direction on the adoption of AI across engineering, testing, content transformation, automation and delivery workflows.

- Evaluate emerging technologies and AI approaches for their practical applicability, risks and business value.

- Drive practical adoption of AI across engineering, testing, documentation, content transformation and delivery workflows.

- Drive reusable frameworks, automation and AI-enabled delivery models to improve productivity and quality.

People Leadership :

- Build and develop a strong leadership layer of Delivery Managers, Project Managers, Architects and Engineering Leads.

- Drive capability development, succession planning, engagement and retention.

- Build future-ready skills across AI, product engineering, cloud, learning technologies, content engineering and automation.

Experience & Skills :

- 15+ years of experience in technology/product engineering services, including 5+ years in a senior delivery / Engineering or leadership role.

- Strong background in software product development, SaaS or digital platforms.

- Experience in handling multiple projects at the same time as well as handling large and complex customer portfolios.

- Good technical understanding of modern software architecture, cloud, APIs, integrations, data and AI-enabled engineering.

- Practical experience using AI in software development or delivery environments.

- Exposure to digital learning, publishing, EdTech, LMS/LCMS or content platforms would be an advantage.

- Excellent customer management, leadership and communication skills.

- Strong business and commercial acumen, with an ability to identify opportunities within existing accounts.

- Strong delivery, program and risk management capabilities.