Responsibilities

• Define, implement, and continuously improve delivery processes across the Services organization
• Establish and standardize the Delivery Operating Model, including governance structures, delivery reviews, and quality controls
• Set up tools and frameworks to monitor execution quality, delivery health, and team performance across engagements
• Identify and deploy best practices in Agile, hybrid, and iterative delivery methodologies suited to an IT services context
• Conduct periodic delivery audits and health checks to ensure process adherence and surface improvement areas

Requirements

• 15–20 years of experience in delivery excellence or program governance roles, with direct exposure to IT services and managed services environments
• Familiarity with CMMI (SVC or DEV); exposure to CMMI appraisal processes or active involvement in a certification effort is an advantage
• Demonstrated experience setting up enterprise-grade delivery processes, metrics frameworks, and governance models in an IT services company
• Strong knowledge of SDLC, ITIL, Agile/Scrum, SAFe, and hybrid delivery methodologies
• Hands-on experience with process improvement frameworks such as Six Sigma, Lean, or ISO 9001
• Exceptional analytical and operational rigor with experience building KPI dashboards and benchmarking models
• Strong executive presence with the ability to collaborate and communicate with CXO-level leaders
• Demonstrated ability to drive change across matrixed organizations and influence without authority
• Familiarity with PPM and quality tools such as JIRA, Confluence, ServiceNow, MS Project, or equivalent