Head of Delivery Services (Implementation & Support)

Job Title: Head of Delivery Services

Location: Bangalore
Position Type: Full-Time
Experience Required: 10 to 12 years in Delivery/Project Management with at least 5 years in a leadership role
Department: Delivery Services (Implementation & Support)

We are looking for an accomplished and visionary leader to join our team as the Head of Delivery Services (Implementation & Support). This role is critical to driving the successful implementation and support of Cross Identity (CI) our Converged Identity and Access Management (IAM) solution across a global customer base.

The ideal candidate will have extensive experience in managing large-scale IAM solution deployments leading cross-functional teams and fostering strong customer relationships. This role requires exceptional leadership strategic thinking and a customer-centric approach to ensure the seamless delivery of IAM solutions and outstanding post-sales support.

Key Responsibilities:

Strategic Leadership:

Define and execute the global delivery strategy for Cross Identity IAM solutions ensuring alignment with the company's vision and goals.

Lead and manage the entire post-sales lifecycle including implementation support and customer success functions.

Build and nurture a high-performing delivery organization fostering a culture of excellence accountability and continuous improvement.

Global Project & Delivery Management:

Oversee the successful execution of multiple IAM projects worldwide ensuring timely high-quality and cost-effective delivery.

Forecast potential project risks resource constraints and time overruns proactively escalating issues to key stakeholders as needed.

Provide transparent data-driven reporting on project status risks and performance metrics to executive leadership.

Customer Success & Relationship Management:

Serve as the primary advocate for key customers ensuring their needs are met throughout the implementation and support lifecycle.

Drive customer satisfaction through proactive engagement timely issue resolution and continuous value delivery.

Establish strong long-term relationships with customers enhancing customer retention and growth opportunities.

Team Development & Knowledge Management:

Mentor and guide project managers technical leads and support teams to achieve operational excellence.

Prepare and maintain a robust knowledge base including best practices lessons learned tools and templates to support project teams.

Operational Excellence:

Design and implement customer satisfaction measurement processes using feedback to drive service improvements.

Identify process improvement opportunities and implement solutions to enhance efficiency productivity and service quality.

Collaborate with cross-functional teams including product management engineering and sales to ensure alignment and customer-centric delivery.

Key Management Responsibilities:

Drive the deployment execution process globally ensuring smooth successful and timely deployments.

Forecast potential time overruns and escalate to senior stakeholders when needed.

Ensure professional and transparent reporting of project statuses with in-depth analysis of potential challenges and concerns.

Balance customer satisfaction with revenue retention ensuring both business growth and client success.

Identify and implement continuous process improvement initiatives across the delivery organization.

Qualifications:

Education: Bachelor’s degree in Computer Science Information Technology Business Administration or a related field. MBA or advanced degree is preferred.

Experience: 10 to 12 years in delivery or project management roles with at least 5 years in a leadership capacity preferably within the IAM or IT security domain.

Certifications: PMP PRINCE2 ITIL or equivalent certifications are highly desirable.

Key Skills:

Strong leadership and people management skills with a proven track record of leading large diverse teams.

In-depth knowledge of Identity and Access Management concepts technologies and best practices.

Exceptional project management and organizational abilities with a focus on strategic execution.

Excellent communication and interpersonal skills with the ability to engage effectively with customers executives and cross-functional teams.

Strong problem-solving and decision-making skills with a data-driven analytical approach.

Proficiency in project management and reporting tools such as Microsoft Project JIRA Confluence etc.