Client Service Delivery Lead

Project Role : Client Service Delivery Lead
Project Role Description : Responsible for seamlessly delivering services to the client. Assigns all work assignments, commits team(s) to work, manages their work quality, manages the teams financials and mix to targets, and drives the teams overall people management. Monitors and controls service delivery metrics.
Must have skills : Service Delivery
Good to have skills : NA
Minimum 18 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
The Director of Delivery (CL5) provides portfolio-level leadership and operational governance to ensure high-quality, predictable delivery outcomes across multiple software delivery engagements/programs in ATCI. This role is accountable for delivery quality, SDLC governance, process compliance, and delivery assurance, ensuring programs meet client expectations for scope, schedule, quality, risk, and operational stability.
The role requires strong experience in software delivery governance, quality frameworks (CMM/CMMI, ISO, SQA practices), and delivery controls across build and run phases. The leader will drive delivery rigor, proactive risk management, robust reporting, and continuous improvement across delivery teams—while ensuring alignment to business outcomes, contractual commitments, and stakeholder expectations.

Roles & Responsibilities:
1) Delivery Quality & Predictability (Portfolio Ownership)
Own end-to-end delivery governance across a portfolio of accounts/programs to ensure predictable outcomes and sustained delivery health.
Define quality standards, establish governance guardrails, and ensure adherence to delivery controls across the lifecycle.
Drive cross-account delivery health reviews, deep dives, and corrective actions to prevent recurrence and reduce escalations.
2) SDLC / Delivery Lifecycle Governance
Ensure disciplined execution of software delivery processes across requirements, design, build, test, release, and support (multi-team / multi-stream).
Define and enforce entry–exit criteria, release readiness checkpoints, and quality gates across programs.
Ensure strong documentation practices, peer reviews, validation, traceability, and sign-offs at the right levels.
3) Quality Frameworks (CMM/CMMI / ISO / SQA)
Implement and govern quality assurance processes aligned to CMM/CMMI / ISO and software quality assurance practices across delivery units/engagements.
Sponsor/lead internal and external audits ensure compliance readiness for delivery processes and artifacts.
Institutionalize standard practices, templates, checklists, and governance mechanisms across teams (reduce variation increase predictability).
4) Delivery Governance, Risk & Issue Management
Establish strong governance cadence across programs: steering, weekly/monthly reviews, risk reviews, status reviews, executive governance.
Own issue/escalation management frameworks including RCA, corrective and preventive actions (CAPA), and risk burn-down discipline.
Ensure risks are identified early, tracked with mitigation plans, and closed on time intervene decisively where delivery is off-track.
5) Metrics, Reporting & Continuous Improvement
Define and govern delivery metrics across portfolio: SLA adherence, defect leakage, rework, cycle time, productivity, stability, customer satisfaction.
Build robust dashboards/scorecards and ensure consistent reporting quality across engagements (leadership-ready insights, not raw data).
Drive continuous improvement initiatives (process optimization, automation adoption, productivity levers) with measurable outcomes.
6) Stakeholder & Client Management (Executive Interface)
Act as a trusted partner to senior client stakeholders ensure crisp, proactive communication and transparent delivery governance.
Partner with client leadership, account leadership, engineering, QA, PMO, security and operations teams to ensure integrated delivery.
Escalate intelligently with options, trade-offs, and recommendations (scope/schedule/cost/quality) and secure timely decisions.
7) Leadership & Talent Enablement
Lead and mentor senior delivery managers / QA leaders / PMO leads and cross-functional delivery teams across onshore-offshore model.
Build delivery discipline and ownership culture set expectations for performance, compliance, and continuous improvement.
Identify capability gaps and drive upskilling, coaching, succession planning, and leadership interventions.
8) Commercial / Contract & Delivery Commitments (CL5 Expectation)
Ensure fulfillment of contractual obligations and sponsor expectations govern delivery commitments and changes with strong control.
Own/oversee delivery plans for budgets, timelines, resource strategy, and major delivery decisions impacting outcomes.
Provide governance for major scope changes and ensure delivery posture protects client value and delivery economics.

Professional & Technical Skills:
15+ years overall experience with strong depth in software delivery governance / quality governance / delivery assurance roles (multi-project / program / portfolio).
Strong understanding of SDLC / Agile delivery practices, release management, delivery controls, and delivery metrics.
Strong experience in CMM/CMMI / ISO / SQA frameworks, audits, compliance, and process governance.
Proven experience managing delivery risk, issues, escalations, RCA, and driving preventive improvements at scale.
Strong stakeholder management and executive communication, including leadership-ready reporting.
Experience working in a multi-location (onshore/offshore) delivery model.

Additional Information:
Experience running a Delivery Excellence / Quality Assurance Office / Delivery Governance CoE function.
Exposure to large transformation programs and/or multi-tower delivery models.
Familiarity with delivery tools for governance and reporting (e.g., JIRA/Azure DevOps/ServiceNow) and operational dashboards.
Six Sigma / quality certifications (preferred) delivery leadership certifications (preferred).
High ownership and accountability operates with first time right mindset.
Comfortable driving governance rigor without creating bureaucracy.
Strong analytical mindset uses data to challenge, steer, and improve delivery.
Calm under pressure able to lead through ambiguity and escalations.
Strong people leadership with coaching orientation.
Improved delivery predictability and reduced escalation frequency across portfolio.
Strong delivery compliance and audit readiness reduced process deviations.
Reduced defect leakage / rework and improved operational stability.
Improved delivery governance maturity (metrics, cadence, accountability).
Stronger client confidence and stakeholder satisfaction.