Key Responsibilities
- Own end-to-end delivery governance across all client implementations, enhancements, support, and innovation initiatives.
- Lead integrated delivery operations across PMO and Technology functions.
- Ensure projects are delivered on time, within scope, budget, and agreed quality benchmarks.
- Drive delivery planning, sprint governance, release management, and execution tracking.
- Build delivery frameworks, SOPs, escalation matrices, governance models, and reporting mechanisms.
- Manage client communication, stakeholder expectations, and executive-level escalations.
- Collaborate with Sales, Product, Customer Success, and Leadership teams to align delivery priorities.
- Oversee issue resolution processes and ensure SLA adherence for support and maintenance projects.
- Drive continuous improvement in delivery predictability, engineering quality, and operational efficiency.
- Establish resource planning and utilization mechanisms across business verticals.
- Monitor delivery health, risks, dependencies, and mitigation plans proactively.
- Lead hiring, mentoring, performance management, and capability development for the Delivery Team.
- Improve delivery maturity through Agile, Scrum, Hybrid PMO, and DevOps best practices.
- Work closely with the Innovation and Product teams to translate business ideas into scalable deliverables.
- Participate in strategic discussions for new business opportunities, solutioning, and implementation feasibility.
Required Skills & Competencies
- Strong experience managing cross-functional delivery and technology teams.
- Excellent understanding of Agile, Scrum, Waterfall, and Hybrid delivery models.
- Strong stakeholder and client management capabilities.
- Experience handling enterprise-grade software delivery and SaaS implementations.
- Strong escalation management and problem-solving mindset.
- Understanding of software development lifecycle, QA, release management, and support operations.
- Ability to create governance frameworks, dashboards, KPIs, and operational reviews.
- Strong commercial understanding including project costing, resource planning, and delivery efficiency.
- Excellent communication, leadership, and decision-making skills.
- Experience working in fast-growing and evolving organizations.
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