Chennai, Tamil Nadu
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
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