Apex IT - Customer Excellence Delivery Lead

About Apex IT:

Apex IT is a global consulting firm that provides award-winning services to transform the customer, employee, and student experiences. Since 1997, our Salesforce and Oracle experts have provided a full range of enterprise solutions including CRM and related applications that support sales, marketing, and service; financial reporting; HR; and Business Intelligence. As a remote company, we have top talent all over the United States and India and are continuously growing. We provide our team with a flexible work-life balance in addition to the traditional benefits.

Job title: Customer Excellence Delivery Lead

Reports to: Vice President

Work Location/Travel: Bangalore Work from office/Travel will depend on the business needs.

Role type: FTE (40 hours per week), Hybrid

Experience: 18+ years in Delivery roles, preferably in SAAS, implementations, support etc.

Role Overview: The Delivery Lead oversees the entire software delivery lifecycle, ensuring the successful and timely delivery of SaaS products and solutions. This role focuses on managing project schedules, budgets, risk mitigation, and client relationships while driving innovation, process optimization, and high customer satisfaction.

Responsibilities:

Delivery Management & Oversight:

- Oversee all delivery operations, ensuring projects are delivered on time, within budget, and meet quality standards.

- Monitor project progress, address challenges, and ensure adherence to delivery processes.

- Manage resource planning, assessing project requirements, and aligning resources accordingly.

- Provide strategic support during presales, ensuring successful deal closures.

Client & Stakeholder Engagement:

- Build strong relationships with clients and stakeholders, ensuring their needs are met and escalating issues as needed.

- Cultivate customer rapport to boost satisfaction, loyalty, and retention.

- Report on key project and account progress to senior management on a regular basis.

Team Leadership & Development:

- Provide technical leadership across digital project implementations, guiding cross-functional teams.

- Utilize your critical thinking skills to identify strengths and weaknesses in alternative solutions.

- Drive high team utilization, proactively assessing future resource needs and managing internal development or new hiring.

- Foster team growth through career development, cross-training, and contingency planning.

Continuous Improvement & Innovation:

- Continuously evaluate and improve software delivery processes, driving efficiency across the development lifecycle.

- Review and analyze delivery metrics (e.g., aging tickets, project profitability, forecast variance, B2A) to ensure optimal project outcomes.

Performance Monitoring & Reporting:

- Collaborate with PMO and review key project metrics, ensuring timely issue resolution and delivery excellence.

- Report on delivery performance (e.g., productivity, process adherence, forecast accuracy) to internal leadership.

Required Skills and Qualifications:

- Proven expertise in managing SaaS software delivery, implementations, and client support.

- Strong leadership, problem-solving, and critical thinking skills.

- Extensive experience in project management, including budgeting, scheduling, and risk management.

- Ability to foster strong relationships with clients, internal teams, and stakeholders.

- Experience with resource planning, talent management, and driving high-performing teams.

Required Education:

- Bachelor's degree in computer science or equivalent

- PMP/Agile certification is a plus.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.