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