HEAD – CUSTOMER ENGINEERING & DELIVERY Location: Pune [on-site]
Experience: 14-20 years
Postgraduate management qualification would be an advantage.

i-TEK is one of India's leading AIDC and RFID technology organisations with a strong focus on next-generation products, platforms, intelligent edge ecosystems and embedded device engineering.
Over the past 26 years, i-TEK has built deep technology and domain expertise and a marquee enterprise customer base across retail, manufacturing, logistics and banking.
Deployments across 3,000+ retail outlets
Coverage across more than 10 million sq. ft. of warehouse space
i-TEK deployments typically combine sophisticated software platforms, RFID/AIDC technologies, edge devices and integration with customer enterprise environments. Successful delivery therefore requires much more than conventional project management. Pre-Sales / Techno-Functional Consulting
Business Analysis
Project & Program Management
Customer/Project Software Engineering
Quality Assurance
Hardware / Device Engineering for customer deployments
Hardware Production & Procurement Coordination
Implementation & Deployment
Customer Support
Customer Success
Own the customer engineering and delivery journey from pre-sales engagement through implementation, go-live, support, adoption and ongoing customer success.
Ensure seamless hand-offs between Sales, Product Management, Engineering, Delivery and Support.
Build mechanisms to proactively identify and address customer risks before they become escalations.
Pre-Sales & Techno-Functional Solutioning
Build and lead a strong pre-sales capability capable of combining technology understanding with deep domain knowledge.
Work closely with Sales during customer discovery and prospect development.
Translate customer requirements into appropriate deployment and implementation approaches.
Support solution workshops, demonstrations, RFP/RFI responses, technical proposals and customer presentations.
Help Sales articulate differentiated value propositions based on i-TEK's technology and domain strengths.
Ensure that commitments made during the sales cycle are technically feasible, scalable and commercially responsible.
Ensure that pre-sales becomes a significant force multiplier for the business organisation.

Delivery & Program Management
Own execution of customer programs across software, hardware and integrated deployments.
Establish strong project and program governance.
Ensure delivery against agreed scope, quality, cost and timelines.
Establish clear milestone, dependency, risk and escalation management mechanisms.
Create visibility through delivery dashboards and management reviews.
Drive predictability and execution discipline across the delivery portfolio.
Establish appropriate governance for large, complex and strategic customer programs.

Business Analysis & Requirements Management
Build a strong Business Analysis capability capable of understanding both customer domains and i-TEK platform capabilities.
Ensure requirements are clearly captured, analysed and translated into appropriate configurations, integrations or customer-specific implementation requirements.
Establish traceability from requirements through implementation, testing and customer acceptance.




Feed recurring requirements and market insights systematically back to Product Management and Engineering.

Solution Architecture & Deployment
Oversee the Solution Architecture function responsible for defining deployment strategies for both SaaS and customer-hosted environments.
Ensure customer deployments address scalability, high availability, security, performance, network topology, load balancing, firewalls, integration architecture, disaster recovery and business continuity.
Maintain deployment standards and reusable reference architectures.
Software Implementation & Quality Assurance
Lead customer/project software engineering required for integrations, configurations and approved customer-specific requirements.
Establish clear boundaries between reusable product/platform engineering and customer-specific implementation engineering.
Build rigorous QA and testing disciplines across deployments.
Drive automation across regression testing, integration testing and deployment validation.
Ensure production releases meet agreed quality, security and performance standards.

Plan hardware requirements aligned with project schedules.
Coordinate production and procurement of devices and associated components.
Ensure appropriate inventory and supply planning.
Drive quality assurance for customer-bound hardware.
Coordinate configuration, testing and readiness of devices prior to deployment.
Ensure hardware and software components come together as an integrated customer deployment.
Manage dependencies and risks across suppliers, production, logistics and implementation teams.

Implementation, Go-Live & Operational Readiness
Establish robust deployment and go-live methodologies.
Ensure monitoring, support processes and escalation mechanisms are operational before go-live.
Minimise disruption to customer operations during implementation.
Establish clear acceptance and transition-to-support criteria.

Customer Support
Build a mature support organisation combining proactive/preventive and reactive support.
Establish clearly defined support processes and service levels.
Identify recurring issues and drive permanent corrective actions.
Establish effective incident, problem and escalation management.
Build appropriate L1/L2/L3 support models and clear escalation paths into Engineering.
Drive root-cause analysis rather than repeated symptomatic fixes.
Use automation and AI to improve support responsiveness and resolution quality.

Customer Success
Establish a structured Customer Success function for strategic customers.
Proactively identify customer dissatisfaction or adoption risks.
Build strong executive relationships with key customers.
Create mechanisms for capturing customer feedback and feeding it into Product Management, Engineering and Business teams.
Drive referenceability, advocacy and long-term customer relationships.





Aggressively leverage AI and automation across the organisation, including AI-assisted requirements analysis and documentation, software development and code review, automated test generation and QA, project risk identification, knowledge management, support diagnostics, incident analysis, customer query resolution, documentation and training, and delivery analytics and forecasting.
Drive measurable improvements in productivity, quality, speed and customer experience rather than adoption of AI tools for its own sake.

Define standardized methodologies across pre-sales, implementation, deployment, support and customer success.
Build reusable playbooks, templates and deployment frameworks.
Drive continuous improvement using data and root-cause analysis.
Ensure lessons from customer deployments are systematically captured and reused.

Work closely with the Chief Business Officer / Sales on opportunity qualification, pre-sales, customer commitments and strategic pursuits.
Work closely with the Head of Engineering on product readiness, engineering escalations, quality and platform improvements.
Work closely with the Chief Architect on architecture standards and complex deployment patterns.
Work closely with Product Management on requirements, customer feedback and product roadmap inputs.
Work closely with Supply Chain, Finance and Commercial functions on procurement, hardware planning, commercial commitments and program economics.
Create strong alignment between what is sold, built, deployed and supported.

Treat quality and reliability as non-negotiable.
Establish a high-performance culture.
Ensure teams are equipped to support i-TEK's international expansion and increasingly complex global customers.

Experience
Approximately 15-20+ years of relevant experience, with significant leadership responsibility.
Demonstrated experience leading large and diverse customer-facing technology organisations.
Proven track record delivering complex software and hardware / device-led programs for enterprise customers.
Experience managing multiple simultaneous customer programs at scale.
Strong exposure to enterprise software/platform implementations and integrations.
Experience across the full lifecycle from pre-sales through delivery and support/customer success.
Experience in Retail Technology, Manufacturing Technology, Supply Chain & Logistics, Enterprise Automation, Industrial IoT, and/or AIDC / RFID would be particularly valuable.
Direct RFID experience is desirable but not mandatory; strong enterprise technology delivery experience and the ability to understand the domain are more important.

Strong program and operational management capability.
Passion for quality and execution excellence.
On-time and on-quality delivery
Customer adoption and success
Deployment quality
Reduction in implementation escalations
Support SLA performance
Quality and first-time-right performance
Improved pre-sales effectiveness
Improved reuse and standardization across implementations

At i-TEK, the objective is not merely to successfully complete projects. It is to ensure that customers derive sustained value from products and platforms that become integral to their operations.

📌 Head of Delivery Management (Permanent) (Pune)
🏢 i-TEK RFID
📍 Pune