Senior Delivery Manager

About Certinal:

Certinal is a unified Consent & Compliance Platform that replaces paper-based consent, manual intake, and uncontrolled forms with a single, fully digital system built for enterprise organizations. It digitally captures patient consent, enables legally binding electronic signatures, and ensures compliance with major regulations including HIPAA, 21 CFR Part 11, SOC 2 Type II, and CMS-0053-F, while integrating directly with EHR systems like Epic and Oracle Cerner.

Position Overview:

Certinal is looking for an Implementation & Delivery Head to own end-to-end delivery of customer implementations globally, including eSignature deployments, DPDP consent platform rollouts, integrations, and migrations. You will be responsible for ensuring smooth execution from implementation kickoff through go-live and hypercare.

This is a leadership role focused on driving on-time go-lives, implementation margins, and customer satisfaction, while building a scalable delivery organization. You will establish the processes, team, and delivery framework required to support Certinal's growing customer base and scale with the DPDP pipeline ahead of the May 2027 enforcement deadline.

Experience: 8+ years

Key Responsibilities:

• Own the global delivery portfolio: implementation plans, SOWs, resource allocation, and go-live commitments across all active accounts
• Build and run the delivery methodology: kickoff, configuration, UAT, cutover, hypercare, and handover to Customer Success
• Scale the delivery team for DPDP volume: hiring, partner/SI enablement, and a repeatable implementation playbook per vertical (healthcare, NBFC, pharma)
• Protect implementation margin: effort estimation standards, scope control, change-order discipline
• Act as delivery counterpart in late-stage sales cycles: validate implementation timelines and effort before commercial commitment
• Own escalations on at-risk implementations; drive resolution with Engineering (Harshad) and Product (Khanjan)
• Define and report delivery metrics to leadership: on-time go-live %, time-to-value, hypercare exit rate, CSAT, utilization
• Manage integration delivery: EMR/HIS, ERP, HR systems, SSO, API-based deployments in customer environments

Required Experience:

• 8+ years in enterprise SaaS delivery, 5+ leading multi-region delivery teams
• Track record of implementing compliance, workflow, or document/signature platforms in regulated industries
• Hands-on with implementation commercials: SOW construction, margin management, change orders
• Experience scaling delivery through partners/SIs, not just direct headcount
• Comfortable in pre-sales handoff conversations: can challenge unrealistic timelines before they're sold

Preferred:

• Exposure to data privacy regimes (DPDP, GDPR) or eSignature/consent domain
• India healthcare or BFSI implementation experience
• Familiarity with 21 CFR Part 11 or validated-environment deployments