Director- Delivery

Delivery Director

1. Service Delivery Management

• Lead end-to-end delivery of software services across client engagements.
• Ensure all services meet or exceed agreed SLAs, KPIs, and client expectations.
• Implement service delivery best practices to ensure consistent and scalable execution.
• Define and track performance metrics to drive service excellence.

2. Client & Stakeholder Engagement

• Serve as the primary point of contact for client delivery issues and escalations.
• Build and nurture strong client relationships through proactive communication.
• Manage expectations, report on service performance, and present delivery insights to stakeholders.
• Collaborate with Sales, Account Management, and Support teams to ensure alignment.

3. Team Leadership & People Management

• Lead and mentor a team of service delivery managers, engineers, or technical leads.
• Drive team development through training, coaching, and performance management.
• Plan resource allocation to meet current and future demand.
• Promote a high-performance culture of accountability, ownership, and collaboration.

4. Continuous Improvement & Innovation

• Identify and implement improvements to processes, tools, and delivery frameworks.
• Conduct root cause analyses on recurring issues and drive corrective actions.
• Leverage client feedback and internal insights to enhance service quality.
• Stay current with technology trends and delivery methodologies to keep offerings competitive.

5. Technical Oversight & Process Governance

• Work closely with Engineering, QA, DevOps, and Support to ensure cohesive delivery.
• Oversee incident and problem management, ensuring timely resolution and communication.
• Establish governance models for monitoring service quality, change control, and compliance.
• Support software release planning and ensure alignment with client impact and readiness.

6. Strategic Planning & Reporting

• Contribute to long-term delivery strategy, budget planning, and resource forecasting.
• Report on delivery performance, operational metrics, and improvement initiatives to leadership.
• Drive delivery-related initiatives that align with business goals and client success.

Qualifications & Skills

• Bachelors or Masters in Computer Science, Information Systems, or related field.
• 20 years in software service delivery or IT management, with at least 5 years in a leadership role.
• Strong understanding of SDLC, Agile/DevOps practices, and cloud computing environments.
• Exceptional communication, client engagement, and stakeholder management skills.
• Familiarity with ITIL practices; certifications like ITIL, PMP, or Scrum Master are advantageous.
• Led teams of around 100