About the Company
We are a leading organization in the IT sector, committed to delivering innovative solutions and services that drive business success. Our mission is to empower our clients through technology, fostering a culture of collaboration, diversity, and continuous improvement.
About the Role
The role involves strategic delivery management, team building, resource management, and operational excellence within the India-based Commercial IT team. The successful candidate will oversee multiple projects, manage budgets, and ensure alignment with global standards.
Responsibilities
Strategic Delivery Management:
- Offshore Delivery Ownership: Take full accountability for the delivery quality, timelines, and operational stability of the India-based Commercial IT team.
- Program Oversight: Oversee multiple concurrent projects (PULSE, ELEVATE integrations, etc.), ensuring resources are optimized across streams.
- Global Alignment: Act as the primary escalation point and strategic partner for Global IT Leads, ensuring the India team's output aligns with global architectural standards and business goals.
Team Building & Resource Management:
- Scale the Team: Lead the recruitment and onboarding strategy to build the team from scratch, hiring top-tier talent across Salesforce, Mulesoft, QA, and MarTech domains.
- Capacity Planning: Manage resource utilization, demand forecasting, and capacity planning to ensure the team can meet the dynamic needs of the global program.
- Mentorship & Growth: Create career development paths, mentor senior architects and leads, and foster a high-performance culture focused on innovation and continuous learning.
Operations & Budget Management:
- Budget Ownership: Manage the operational budget for the India hub, including software licenses, training, travel, and personnel costs.
- Vendor Management: Manage relationships with local vendors or staff augmentation partners to flex capacity as needed.
- Process Excellence: Implement and enforce best practices in DevOps, Agile/Scrum delivery, and CI/CD pipelines in collaboration with the Global Design Authority.
- Operational Readiness & Transition to Run: Ensure solutions are ready to be supported before they go live, including a clear support model, runbooks, monitoring, and escalation procedures.
- Operational Stability Accountability: Ensure commercial applications run reliably and can be supported effectively, in line with service standards, SLAs, and business criticality.
Stakeholder Management:
- Bridge the cultural and time-zone gap between the India execution team and stakeholders in Europe/the US.
- Translate high-level strategic goals into actionable operational KPIs for the local team.
Qualifications
- Education: Bachelor's or master's degree in computer science, Information Technology, Business Administration, or related field. MBA is a plus.
- Experience: Minimum 10 years of experience in IT Delivery and Operations in Commercial (Sales, Service, Marketing & Integrations). Minimum 5+ years in a leadership role managing large teams (15+ FTEs) in a global capability center (GCC) or top-tier consulting firm.
- Domain Expertise: Proven experience managing Salesforce CRM and integrations, ideally with Mulesoft. Experience with SAP ERP, Adobe Experience Platform, and SAP Commerce Cloud will be an added advantage. An ideal candidate must understand the commercial ecosystem (Sales/Service/Marketing Clouds) to effectively manage multiple technical teams working in parallel. Experience with Managing end to processes like Order to Cash, Lead to Cash, or Quote to Cash will be an added advantage. Experience in defining and monitoring KPIs and OKRs to ensure delivery excellence, resource efficiency, and alignment with Global IT standards. Experience managing end-to-end delivery of large-scale transformation programs in the Life Sciences or Healthcare industry is highly desirable.
Required Skills
Technical & Operational Skills:
- Delivery Methodologies: Expert-level knowledge of Agile/Scrum at an enterprise scale (SAFe familiarity is a plus).
- Tech Stack Awareness: Strong understanding of the modern commercial stack: Salesforce (LSC, Agentforce), Veeva, Mulesoft (Integrations), and Adobe/MarTech clouds.
- Financial Acumen: Experience in P&L management, forecasting, and resource budgeting.
- Operational Excellence: Familiarity with ITSM, DevOps principles, and Quality Assurance standards.
Certifications (Advantageous):
- Project Management Professional (PMP) or Prince2 will be an advantage.
- Certified Scrum Master (CSM) or SAFe Agilist.
- Salesforce Certifications (Admin or Cloud Consultant) are a strong plus to demonstrate domain understanding.
Soft Skills:
- Leadership: Ability to inspire, coach, and retain high-demand technical talent in a competitive market.
- Communication: Exceptional executive communication skills; ability to negotiate and influence global stakeholders.
- Resilience: Ability to manage multiple priorities in a fast-paced, dynamic environment and navigate matrix organizations.
- Cultural Intelligence: Experience working effectively with German/European and US counterparts.
Equal Opportunity Statement
We are an equal opportunity employer and are committed to creating a diverse and inclusive workplace. We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.
