Role Purpose The Head of Delivery is accountable for the successful delivery of all client engagements across the organization, ensuring projects are delivered on time, within budget, and to agreed quality standards. The role is responsible for driving customer satisfaction, delivery profitability, resource optimization, and operational excellence while building a scalable delivery organization to support business growth.

As a member of the leadership team, the Head of Delivery partners closely with Sales,

Solutions, HR, and Technology leaders to strengthen delivery capabilities, improve customer retention, and achieve profitable outcomes.

Key Responsibilities

Delivery Leadership

 Lead the end-to-end delivery function across projects, programs, and managed services engagements.

 Establish delivery governance, processes, tools, and reporting mechanisms.

 Ensure consistent execution and service quality across all client accounts.

 Drive delivery excellence and operational efficiency across the organization.

 Develop scalable delivery models to support growth.

Customer Management

 Act as the senior escalation point for key customer engagements.

 Build robust relationships with client executives and stakeholders.

 Ensure high levels of customer satisfaction and retention.

 Conduct regular business reviews with strategic customers.

 Identify and support opportunities for account growth and cross-selling.

Program & Project Oversight

 Review project health, risks, timelines, budgets, and resource allocation.

 Ensure effective management of project scope and change requests.





 Drive proactive risk identification and mitigation.

 Improve delivery predictability and execution discipline.

 Support successful delivery of complex transformation initiatives.

Resource & Workforce Management

 Own resource planning and utilization for delivery organization

 Ensure optimal staffing and skill allocation across projects.

 Build leadership capability within project and delivery management teams.

 Develop succession plans for critical delivery roles.

Financial Management

 Own delivery P&L; performance and margin improvement initiatives.

 Monitor project profitability, utilization, and revenue realization.

 Support pricing and effort estimation during presales activities.

 Manage delivery costs while maintaining service quality.

Quality & Operational Excellence

 Implement best practices for project management and service delivery.

 Define, monitor & achieve delivery KPIs and performance metrics

 Drive process improvement and automation initiatives.

 Ensure adherence to quality, security, and compliance requirements.

 Promote a culture of accountability, continuous improvement, and innovation.

Business Growth Support





 Collaborate with Sales and Pre-sales teams on proposals and solution reviews.

 Participate in strategic customer discussions and pursuits.

 Ensure smooth transition from sales to delivery.

 Support capability development in emerging technologies and services.

Key Performance Indicators (KPIs)

Delivery Performance

 95%+ on-time project delivery

 Project schedule adherence with less than 1% variance

 Delivery quality metrics

 Number of critical escalations

Financial Performance

 Delivery gross margin greater than 50% (Revenue – Delivery Cost)

 Resource utilization (target 75-85%)

 Forecast accuracy less than 3% variance

Required Qualifications

Education

 Bachelor’s degree in engineering, Computer Science, Information Technology, or related discipline.

Experience

 20 + years of progressive experience in IT Services, Technology Consulting, or

Digital Services organizations.

 At least 3 years in a senior delivery leadership role.

 Experience managing portfolios of $15M + annual revenue.

 Proven success leading distributed teams and managing multiple client engagements simultaneously.

 Experience working with both fixed-price and time & material engagement models.

Key Competencies

Leadership

 Change management

 Dealing with uncertainties

 Team Building & People Development

 Negotiation and conflict resolution

 Relentlessly keeping people on their toes

Delivery Excellence

 Process Discipline with Zero tolerance to deviation

 Risk management

 Governance and reporting

📌 Vice President - Delivery Leader (Mumbai)
🏢 Visara Partners
📍 Mumbai