Customer Delivery Head

Job Summary

This role is accountable for driving strategic program management and delivery excellence across infrastructure management lines of business. The position ensures alignment of program objectives with organizational goals, oversees complex service delivery initiatives, and provides visionary leadership to enable transformation and operational efficiency at scale.

End‑to‑end ownership of service delivery across the vertical, ensuring SLA/KPI adherence, operational excellence, and customer satisfaction
Drives governance, risk management, and continuous improvement, with strong focus on quality, compliance, and operational hygiene
Leads large, multi‑tower teams, enabling performance consistency through process standardization and automation
Acts as single point of accountability for customer outcomes, escalations, and transformation initiatives
Partners with stakeholders to deliver cost optimization, security posture improvements, and platform modernization

Key Responsibilities

1. Lead program management using advanced infrastructure delivery frameworks, ensuring seamless execution of large-scale initiatives across multiple business units.

2. Define and implement strategic service delivery models leveraging ITIL, cloud platforms, and automation tools to optimize operational performance and customer satisfaction.

3. Oversee risk management and compliance activities by applying enterprise governance standards and monitoring regulatory adherence throughout program lifecycles.

4. Drive cross-functional collaboration utilizing program management tools (e.g., MS Project, Jira) to align stakeholders, manage dependencies, and resolve escalations.

5. Champion continuous improvement by integrating emerging technologies and best practices into infrastructure delivery processes, fostering innovation and scalability.

6. Provide visionary leadership and mentorship to program teams, cultivating a culture of accountability, excellence, and transformation.

Skill Requirements

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Other Requirements

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