Head of Delivery Excellence

Job Description

Job Information Date Opened 21/05/2025 Job Type Full time Industry IT Services City Mumbai Province Maharashtra Country India Postal Code 400047 About Us Zill Consulting serves the world's leading companies by helping them connect with and learn from their customers. We design, deploy, and optimize best-in-class Experience Management (XM) solutions. Programmes and technology that dramatically improve organizational impact and technology returns for our clients. We currently deliver services across four continents (Europe, Asia, Africa and North America) and are expanding our footprint across the globe. Zill Consulting has delivered over 500+ XM Programs in last 24 Months for many global organizations. Job Description We are seeking a strategic, results-oriented, and visionary leader to head our Global Delivery Excellence function. The Head of Delivery Excellence, will play a crucial role in shaping delivery strategy, standardizing global practices, driving continuous improvement, and mentoring delivery leaders to support the company’s ambitious growth plans across geographies including EMEA, APJ, and North America. In this pivotal role, you will be responsible for building, optimizing, and scaling a best-in-class delivery organization that consistently achieves operational excellence and customer satisfaction. Key Responsibilities: Strategic Leadership Define and lead the global Delivery Excellence strategy aligned with organizational vision and long-term growth. Drive transformation initiatives to scale delivery capabilities, systems, and processes. Serve as a key advisor to senior leadership on delivery strategy and risk management. Delivery Performance & Optimization Drive continuous improvement using Lean, Six Sigma, Agile, and DevOps principles to enhance delivery quality, speed, and efficiency. Implement structured project and program management practices across the organization. Identify delivery bottlenecks and proactively introduce solutions to optimize throughput. Governance & Quality Assurance Establish and enforce governance frameworks to ensure compliance with internal standards, OLAs and SLAs, and regulatory requirements. Oversee delivery audits, QA programs, and corrective actions to ensure accountability and consistency. Metrics & Insights Define and monitor key delivery KPIs through standardized dashboarding: project health, customer satisfaction, team utilization, velocity, and cost efficiency. Leverage data-driven insights to influence delivery decisions and business outcomes. Stakeholder Engagement Partner closely with global delivery heads, account leaders, and practice leads to align delivery goals with client and business expectations. Support pre-sales and client onboarding by showcasing delivery capabilities and maturity. Talent & Capability Building Develop high-performing delivery teams through training, coaching, and knowledge sharing. Build a strong succession pipeline by mentoring future delivery leaders. Foster a culture of excellence, ownership, and customer centricity. Close collaboration with HR function on recruitment plan and strategy as well as aligning individual KPIs to overall delivery function KPIs. Requirements Key Requirements: 15+ years of experience in Delivery Excellence, PMO, or Delivery Leadership roles within IT services or consulting. Proven track record of setting up, scaling, or transforming delivery excellence functions. Hands-on experience managing annual delivery of $10M+ globally. Demonstrated success managing large-scale delivery teams (75+ members), with direct people management responsibilities. Strong exposure to delivery in EMEA and APJ regions; experience in North American delivery is highly desirable. Experience implementing structured metrics mechanisms, KPIs, and governance frameworks. Certification in PMP, Six Sigma, Agile, ITIL, or other relevant methodologies (preferred). Excellent communication, leadership, stakeholder management, and analytical skills. Preferred Qualifications: Bachelor’s or master’s degree in engineering, Computer Science, Business, or related field. Experience leading delivery transformation programs in a fast-growing or matrix global organization. Strong understanding of digital and cloud-based delivery models.