- The Delivery Head - Lead CSI - Infrastructure, Applications, Observability & Automation Programs is a senior leadership role responsible for driving continual service improvement (CSI) programs across infrastructure, applications, observability, and automation.

- In addition to technical and program leadership, this role carries account-level ownership, ensuring delivery excellence, stakeholder confidence, value realization, and long-term account health across strategic enterprise customers or internal business units.

- The role blends engineering depth, transformation leadership, and consultative account stewardship to ensure platforms are reliable, scalable, and continuously improving.

Key Responsibilities:

Strategic Program & CSI Leadership:

- Own end-to-end planning and execution of CSI, observability, infrastructure automation, and AI-led operations programs.

- Define and deliver multi-phase transformation roadmaps aligned with business priorities and account objectives.

- Drive cross-functional alignment across Platform Engineering, DevOps, Application Support, Database, Security, Network, and NOC teams.

- Ensure programs deliver measurable improvements in stability, efficiency, and cost optimization.

- Ensure initiatives directly improve incident prevention, faster detection, and root cause isolation.

Account Ownership & Stakeholder Management:

- Act as the senior delivery and CSI owner for assigned strategic deliverables.

- Build and maintain strong relationships with customer IT leadership, operations heads, and business stakeholders.

- Translate account expectations into clear technical programs, KPIs, and execution plans.

- Lead CSI reviews, and executive steering forums.

- Ensure transparency on delivery status, risks, dependencies, and outcomes.

AI & Predictive Analytics Implementation:

Champion AI/ML-driven initiatives for:

- Predictive incident detection

- Capacity optimization

- Performance anomaly forecasting

- Partner with data science and platform teams to productionize models and embed them into operations.

- Ensure AI initiatives move beyond PoCs to measurable operational outcomes.

Delivery Governance, & Account Health:

- Track program KPIs, milestones, budget adherence.

- Identify and manage delivery risks, scope creep, and dependency challenges.

- Support account growth by identifying CSI-driven expansion opportunities.

- Ensure long-term account stability, trust, and value realization.

Skills & Experience:

- 20+ years of experience in Engineering, DevOps, or Enterprise Monitoring roles

- Strong experience in program leadership across multiple concurrent engineering initiatives.

- Ability to drive business alignment, translate requirements into technical objectives, and deliver outcomes.

- Familiarity with planning, forecasting, and governance frameworks.

- Excellent communication and stakeholder management skills across technical and executive levels.

- Capable of working in a blended environment (in-house + partners) in a matrix organization