Delivery Manager

Role Summary

The Delivery Head will be responsible for end-to-end delivery, execution excellence, and realization of client value for CreditNirvana's AI-driven end-to-end Collection Platform.

This includes institutionalizing delivery discipline, leading multi-product implementations for large BFSI clients, reinforcing governance, and driving operational scale until the organization scales up across India, Southeast Asia, and MEA.

Primary Duties

A. Strategic Delivery Leadership

Define and institutionalize a single delivery methodology across more than 15 CN products.

Lead the delivery for enterprise clients across NBFCs, Banks, Fintechs, and ARCs, ensuring predictable, on-time, in-scope executions.

Translate business commitments into roadmaps of delivery, resource plans, and milestones with clear accountabilities and governance.

B. Client Program Management

Serve as executive sponsor for key clients; conduct weekly/fortnightly steering committees with CXOs and functional heads.

Ensure transparent communication, escalation of issues, and alignment of expectations with clients.

Delivery:

C. Cross functional Orchestration

Collaborate with the Product, Engineering, AI, Collections SMEs and Sales teams on smooth implementation of the Maestro Agentic AI and Credit Nirvana's suite.

Translate customer needs into workable product configurations while maintaining rigorous change request and scope control.

Drive continuous improvement loops-from implementation feedback to product roadmap influence

D. Delivery Excellence & Governance

Delivery KPIs, SLAs, release management, documentation standards, and risk registers will be established.

Institutionalize project hygiene such as daily trackers, minutes of meetings, UAT governance, deployment readiness, and hypercare frameworks.

Build and lead a high-performing delivery organization comprising Customer Success Managers, BAs, Product Leads, Engineering Teams, and Collections SMEs.

E. Operational Scale & Process Optimisation

Design scalable delivery playbooks to enable 510 concurrent enterprise implementations.

Standardize onboarding templates, sprint cadence, QA protocols, and rollout models across clients.

Knowledge management, reusable assets, best-practice libraries.

F. Risk, Compliance & SLA Management

Own delivery risk frameworks, including technical, operational, client-side, data security, and regulatory aspects.

Ensuring Perfios and client-side security, DPDP standards, audit readiness, and SLA commitments are met.

Proactively drive mitigation to avoid client escalations, outages, or delivery slippages.

3. Key Performance Indicators (KPIs)

On-time Delivery:

SLA Adherence

Client Satisfaction CSAT, NPS, renewal rates, revenue retention

Adoption metrics include module usage, AI agent penetration, and automation rates.

Delivery Throughput:

Efficiency:

Team Performance Capability Uplift, Leadership Pipeline, Attrition Control.

4. Candidate Profile

Experience:

5-10 years in the delivery of enterprise SaaS, digital transformation, or technology platforms in BFSI.

Strong exposure to NBFCs, Banks, and lending-technology systems will be preferred.

Proven track record in managing large multi-stakeholder enterprise technology implementations.

Leadership & Skills

Strong program governance, stakeholder management, and communication at the CXO level.

Deep understanding of SaaS delivery processes, sprint-based execution, UAT cycles, and production rollouts.

Diagnose delivery bottlenecks, enforce discipline, and drive high-velocity execution.

Experience with AI/ML-driven products will be a strong advantage.

High urgency; structured thinking, with a problem-solving outlook, and able to operate in an environment of a fast-scaling startup.

5. What This Role Enables

Direct impact on operational excellence and revenue realization.

Leadership visibility across the Perfios global organization.

Opportunity to shape India's leading Agentic AI-driven collections and recovery platform.