Raqmiyat - Delivery Head

Roles and Responsibilities :

- Demonstrate strong technical leadership. Hands-on involvement with solution architecture for projects

- Lead the delivery team and oversee the implementation of the company's long and short term plans in accordance with its strategy

- Build synergies between departments like Delivery, Business Development, Account Management, to ensure all are aligned to common business goals

- Ensure effective internal controls and management information systems are in place

- Set standards and project processes for delivery teams and mentor team members

- Support vendor evaluation and decisions on technology investments

- Help identify productivity enhancement tools that align with the Agile development process, QA best practices such as automation, security testing etc.

- Responsible for implementing best practice for project delivery

- Direct long/short-range planning and development of technology programs to ensure the best use of the Companies resources in defining and planning goals, objectives and programs

- Contribute to practice and profitability, effective resource management, customer satisfaction through continued evaluation and modification of key performance delivery indicators

- Review and Monitor service delivery planning, provisioning and measurement to ensure high quality services to improve customer satisfaction

- Lead the design and planning of complex custom software solutions

- Work closely with the client to understand business needs, in order to develop IT strategy, and propose solution options including advice on design, implementation, tools, scalability, system performance, dependencies

- Responsible for entire forecasting, budgeting and effective MIS reporting of the project deliveries

- Identify and develop future technologies and build capabilities to ensure market leadership

- Manages location resources, processes and systems to ensure customer deliverables meet or exceed promised delivery schedules and Service Level Agreements

- Strengthen domain competency in the organization through capability development, trainings and processes

- Build and develop domain/technology alliances with leading partners to strengthen different practices

- Responsible for Compliance management w.r.t. CMMi processes

- Manage right benching for optimizing of project costs and increasing efficiency and profitability Customer Service

- Manage client expectations vis-a-vis project scope to manage client signoffs on projects

- Communicates customer service standards to team members, and conducts necessary training to ensure that it is fully understood at all levels of the organization

- Performs gap analysis to identify areas where our performance does not meet our standard, and establishes action plan to eliminate gaps

- Establishes ongoing client communication plan to maximize customer service and to meet SLA

- Monitors client escalations & complaints to head off potential client issues and proactively work with Program Managers, Account Management & Sales to take required actions

- Responsible for entire forecasting, budgeting of the delivery function

- Identifies process optimization and cost reduction opportunities in collaboration with the Process Excellence /Quality Team

- Create and maintain a winning culture in their global division and ensures a positive member experience

- Build intra and inter-team, multi-location coordination across project teams

Required Skills & Experience :

- Minimum 15 years of experience in leading service Delivery Organization

- Solid understanding of BFSI & Mobility Practice and the future direction

- Experience in establishing and handling mid to large size teams

- Understanding of Service Management - Capacity planning, Process improvements & knowledge management

- Significant experience in leading software delivery teams in a commercial environment, ideally working with client project teams

- Proven management experience of managing multiple projects with reporting from multiple project managers

- In depth knowledge of the software development life-cycle and processes including use of off-shore & Onsite development resources

- High-level leadership, management, problem solving, communication, analysis, sales support and people skills