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.