Delivery Manager

Job description

**Experience:** 15+ Years We are looking for an accomplished **Delivery Manager** with a proven track record of leading large-scale global delivery organizations within the IT services industry. The ideal candidate will bring extensive experience in managing complex delivery portfolios, driving operational excellence, and building high-performing teams while partnering with global clients, particularly in the Retail domain. This role requires a strategic leader who can seamlessly balance delivery, customer success, financial management, and people leadership while ensuring exceptional business outcomes. **Key Responsibilities** **Delivery Leadership** - Own end-to-end delivery of multiple programs and strategic accounts, ensuring quality, timeliness, and customer satisfaction. - Lead global delivery operations for a team of **150+ professionals** , with the majority of the workforce based in India. - Establish and drive delivery governance, operational excellence, and continuous improvement initiatives. - Ensure adherence to SLAs, KPIs, quality standards, risk management, and compliance requirements. - Drive digital transformation, process optimization, automation, and innovation across delivery engagements. **Client & Stakeholder Management** - Serve as the primary delivery leader for key global clients, partnering closely with senior stakeholders across the US and other geographies. - Build trusted relationships with client leadership through effective governance, executive reviews, and strategic planning. - Manage customer expectations, resolve escalations, and drive high levels of customer satisfaction. - Identify opportunities for account growth, service expansion, and long-term strategic partnerships. **Financial & P&L Management** - Own the financial performance of the delivery portfolio, including **P&L management** , revenue growth, gross margin improvement, and cost optimization. - Drive financial planning, budgeting, forecasting, and resource utilization to achieve business objectives. - Monitor portfolio profitability and implement strategies to improve operational efficiency and margins. - Partner with sales and account teams to support business development, solutioning, and pre-sales activities. **Resource & People Management** - Develop and execute workforce planning strategies aligned with business demand. - Lead resource allocation, capacity planning, hiring, succession planning, and competency development. - Build and mentor high-performing delivery managers, program managers, and technical leaders. - Foster a culture of collaboration, accountability, innovation, and continuous learning. - Drive employee engagement, retention, performance management, and leadership development initiatives. **Delivery Governance & Operations** - Establish robust governance frameworks, delivery metrics, dashboards, and executive reporting. - Ensure effective risk identification, mitigation planning, issue resolution, and change management. - Drive process standardization, operational maturity, and best practices across delivery teams. - Collaborate with cross-functional teams including Engineering, Architecture, PMO, HR, Finance, and Sales to ensure seamless execution. **Required Qualifications** - Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline. An MBA is preferred. - **15+ years** of experience in IT Services, Delivery Management, or Program Management. - Demonstrated experience managing **large global delivery teams (150+ professionals)** . - Strong experience in **Retail, eCommerce, Omnichannel, Consumer Goods, or Supply Chain** domains. - Proven experience managing global clients, particularly US-based stakeholders. - Strong expertise in Application Development, Managed Services, Digital Transformation, Cloud, and Enterprise Delivery. - Hands-on experience with delivery governance, portfolio management, financial planning, and operational excellence. - Demonstrated ownership of **P&L, budgeting, forecasting, utilization, margin improvement, and revenue growth** . - Experience driving large-scale transformation and organizational change initiatives