HEAD OF DELIVERY - Enterprise AI Solutions

Company : Oriserve (oriserve.com)

Location : Noida, India (office-based, with client travel)

Experience : 8-18 years

Reports to : Founders

Direct Reports : Pod Managers, Engagement Managers, and Project Managers

Why This Role Exists :

Delivery is where Oriserve's value is realised. Every dollar of recurring revenue flows through client programs that this function owns from post-sale handoff through go-live, steady-state operations, expansion, and renewal. As we scale, we need a leader who can institutionalise delivery excellence - someone who builds a team of client-facing consultants (not project trackers), drives revenue realisation across the portfolio, and ensures every client engagement creates demonstrable business impact. This person will lead the entire delivery and operations program, set the quality and governance standards, and build the team's capability to independently manage complex enterprise accounts end-to-end.

Key Responsibilities :

Revenue Ownership & Commercial Accountability :

- Own the delivery P&L - revenue under management, go-live velocity, expansion revenue, retention, and delivery margins across the full client portfolio.

- Drive revenue realisation - reduce signing-to-billing timelines, convert POCs into production, expand existing accounts through demonstrated value, and retain clients through proactive relationship management.

- Commercial rigour - partner with Finance on billing accuracy, collections, and forecasting. Ensure no revenue leaks across the portfolio.

Client Leadership & Business Depth :

- Be the strategic partner to enterprise clients - build executive trust, run business reviews, maintain account roadmaps, and translate client outcomes (containment rates, conversion uplift, collections recovery) into delivery plans.

- Drive expansion - turn delivered value into new use cases, geographies, and lines of business. Work with Sales to create accurate, delivery-ready scope packages.

- Set the communication standard - every client touchpoint - from check-ins to quarterly reviews - should reflect consulting-grade quality, rigour, and professionalism.

Delivery Operations & Governance :

- Build and enforce a delivery lifecycle - from handoff through go-live, hyper-care, steady-state, and renewal - with clear stage gates, accountability, and visibility at every step.

- Operating rhythm - establish weekly, monthly, and quarterly review cadences that keep projects on track, surface risks early, and connect delivery performance to revenue outcomes.

- Decisive on stalling projects - no project should go invisible or consume resources without a clear path to production and revenue. Build governance that prevents zombie projects.

- Infrastructure and cost discipline - ensure every deployment is tracked from Day 1, and decommissioned promptly when a client churns. Zero waste.

Quality & Reliability :

- Production quality standards - enforce structured post go-live reviews, incident management discipline, and measurable AI quality benchmarks that improve over time.

- Documentation and artifact discipline - business reviews backed by data, check-ins documented, every scope change recorded. If it isn't documented, it didn't happen.

People Leadership :

- Build consultants, not coordinators - coach Pod Managers and PMs on client management, structured problem-solving, commercial thinking, and written communication. Develop business depth across the team.

- Structured performance management - clear KRAs per person, quarterly reviews linked to incentives, decisive action on underperformance, and a high hiring bar for new team members.

- Scale the team - structure pods by account complexity, define the capability model, and build a bench that grows without diluting quality.

Ideal Candidate Profile :

Core Experience :

- 8-18 years - in delivery leadership, program management, or engagement management at a B2B SaaS company, enterprise AI/tech firm, IT services leader, or top-tier consulting firm.

- P&L accountability - has directly owned revenue realisation and delivery margins - not just project execution. Understands the difference between "project delivered" and "revenue collected."

- Team leadership - has built and managed delivery teams of 8+ people, including Pod Managers or Engagement Managers with their own client portfolios.

- Enterprise delivery experience - BFSI or Telecom strongly preferred. Understands the compliance, procurement, and stakeholder complexity of large Indian enterprises.

Problem Solving & Analytics :

- Structured thinker who converts ambiguity into measurable plans and evidence-based decisions.

- Comfortable with financial models, funnel analysis, capacity planning, and operational dashboards.

Communication & Stakeholder Leadership :

- Outstanding written and verbal communication - sets the quality bar for the entire team.

- Earns trust with senior client stakeholders. Can have a business conversation with a CXO, not just a status update.

- Fluent in English and Hindi.

Education :

- Postgraduate or advanced degree from a reputed institution (MBA / Engineering / Analytics or equivalent).

Mindset :

- Ownership - spots risks and opportunities before they become escalations.

- Commercially minded - thinks in revenue, margin, and client lifetime value.

- Process builder - creates systems that scale, not just solves individual problems.

- Team-first leader - high standards with coaching, not just criticism.

Nice-to-Have :

- Experience with Conversational AI, voice bots, chatbots, or contact centre automation.

- Familiarity with CCaaS, telephony (SIP/dialers), or API-driven integrations.

- Experience with AI/ML-powered products in production environments.

What Makes This Role Different :

This is not a traditional delivery management role. At Oriserve :

- You own the revenue line - delivery and commercial success are the same thing.

- Your team's work powers over 1.5 million AI conversations daily for India's leading enterprises. The domain is cutting-edge, the stakes are real.

- You will build the delivery function's operating system - standards, governance, incentives, and team capability - from the ground up.

- You work directly with the founders on strategy, pricing, and client decisions. This is a leadership seat, not a middle-management role.

- Your team uses AI tools daily for analysis, documentation, and decision-making - operating at the frontier of AI-assisted delivery.