Delivery Head

Job Title: Head of Delivery (India)

Location: [Bangalore / Hyderabad / Pune / NCR]

Reports To: [Global VP of Delivery / COO]

Team Size: ~500 Associates (Engineering, QA, DevOps)

ROLE SUMMARY

We are seeking a results-oriented Head of Delivery to lead our India center, overseeing a team of approximately 500 technology professionals.

In this role, you will hold the holistic mandate for the health of the India delivery organization. You will move beyond simple project execution to own the "Quadruple Constraint" of our business: Delighting Customers (CSAT), Optimizing Profitability (Margins), Retaining Talent (ESAT), and Driving Organic Growth (Revenue).

KEY RESPONSIBILITIES

1. Customer Satisfaction (CSAT) & Client Success

• The "Trusted Partner" Mandate:

  Own the aggregate CSAT and Net Promoter Score (NPS) for all accounts delivered out of India. Move client relationships from "vendor" to "strategic partner."

• Escalation Management:

  Serve as the final escalation point for critical issues. Ensure root cause analysis (RCA) is performed and preventative measures are institutionalized to avoid repeat issues.

• Delivery Governance:

  Establish a rigorous governance framework (QBRs, Weekly Steering Committees) to ensure transparency and align delivery output with client business goals.

2. Margin Management & Operational Efficiency

• Profitability Ownership:

  You are responsible for the Gross Margin (GM) of the India delivery center. You must strictly manage the Cost of Delivery (CoD) without compromising quality.

• Pyramid Optimization:

  actively manage the "Resource Pyramid." Ensure the right ratio of Architects, Seniors, and Juniors to maintain healthy margins.

• Utilization Management:

  Maintain billable utilization targets (e.g., 85%+). minimize "bench" leakage and ensure rapid deployment of resources from the pool to billable projects.

3. Employee Satisfaction (ESAT) & Talent Leadership

• Culture & Retention:

  With a team of 500, culture is critical. Champion initiatives that drive Employee Satisfaction (ESAT) to keep attrition below industry averages.

• Workforce Planning:

  Forecast hiring needs 2-3 quarters in advance. Ensure the talent pipeline (Lateral vs. Campus Hires) aligns with the technical roadmap.

• Performance Culture:

  Oversee the appraisal cycle for the 500-person unit. Mentor your direct reports (Delivery Managers/Directors) to build a strong succession pipeline.
• 4. Revenue Growth (Sales Alignment)

• Account Mining (Farming):

  Collaborate with Account Managers to identify "white space" opportunities within existing clients. Use delivery excellence as a lever to expand our footprint.

• Sales Support:

  Assist the Sales team in achieving the annual revenue target. Provide technical solutioning support, estimation, and executive presence during the pre-sales/RFP process for large deals.

• Change Order Management:

  Ensure "scope creep" is converted into "change requests" (revenue) rather than being absorbed as a cost.

Qualifications

• Experience:

  18+ years in IT Services, with specific experience managing a P&L or Cost Center for a team of 400–600+ people.

• Financial Acumen:

  Deep understanding of services economics—specifically the levers of Utilization, Pyramids, Onsite/Offshore Ratios, and Fixed Price vs. T&M contracts.

• Client Exposure:

  extensive experience working directly with US/EU/APAC clients, including onsite travel experience.

• Tech Savvy:

  While you don't need to code, you must understand the SDLC, Agile methodologies, and modern tech stacks (Cloud, Data, AI) well enough to guide technical teams.

SUCCESS METRICS (KPIs)

• Customer: CSAT Score > 4.5/5.0; Zero "Red" Accounts.
• Financial: Achievement of India Center Gross Margin Target (e.g., 40%+).
• People: Annualized Attrition < 15%; ESAT Score > 80%.
• Growth: 10-15% Revenue Growth via Account Mining/Expansion.