Job Title: Delivery Head – Unified Communications & Contact Center
Location: Pune
Delivery Size: USD 30 Million (500+ Resources)
Experience: 18–25+ years of overall experience, with 8–10+ years in senior delivery leadership roles
Role Overview
The Delivery Head will be responsible for end-to-end delivery management of Unified Communications (UC) and Contact Center solutions, ensuring operational excellence, SLA compliance, profitability, cost efficiency, and continuous transformation through AI and emerging technologies. This role owns P&L, customer success, and strategic growth of the delivery portfolio.
Key Responsibilities
1. Delivery & Operations Management
- Own end-to-end delivery for Unified Communications and Contact Center programs across multiple clients and geographies
- Ensure consistent achievement of SLAs, KPIs, and customer satisfaction targets
- Drive delivery governance, risk management, escalation handling, and issue resolution
- Standardize delivery frameworks, operating models, and best practices
2. Leadership & Management
- Proven experience managing large-scale delivery (500+ resources)
- Hands-on experience with P&L ownership and financial accountability
- Strong people leadership and stakeholder management skills
3. SLA Tracking & KPI Management
- Define, track, and report delivery KPIs around availability, performance, quality, and customer experience
- Establish proactive SLA monitoring, root cause analysis, and continuous improvement plans
- Review operational metrics with customers and internal stakeholders
4. AI & Transformation Leadership
- Lead AI-driven transformation initiatives in UC and Contact Center platforms (e.g., automation, analytics, AIOps, conversational AI)
- Modernize legacy delivery models using cloud, AI, and digital transformation strategies
- Partner with product, architecture, and innovation teams to embed AI into current offerings
5. Financial & P/L Management
- Own P&L responsibility (USD 30M) including revenue growth, margin improvement, and cost optimization
- Forecast financial outcomes, manage budgets, and control delivery costs
- Drive pricing strategies, effort optimization, and productivity improvements
6. Cost Efficiency & Optimization
- Build and execute cost-efficient delivery models (right-shoring, automation, reusable assets)
- Improve utilization rates, reduce delivery leakage, and optimize resource mix
- Drive operational efficiency without compromising quality or SLA commitments
7. People & Resource Management
- Lead and mentor 500+ delivery resources including managers, architects, and specialists
- Create high-performing teams through coaching, succession planning, and capability development
- Manage hiring plans, skill upgradation, and employee engagement
8. Stakeholder & Customer Management
- Act as the primary escalation point for key customers
- Build strong executive-level relationships with clients and internal leadership
- Support pre-sales activities, solution shaping, and delivery commitments.
