Director of Service Delivery

Key Responsibilities :

• Delivery Leadership :
• Lead and manage the end-to-end delivery of application development services, ensuring successful project completion with a focus on client satisfaction, technical excellence, and timely execution.
• Champion the adoption of DevOps principles to streamline application delivery processes, improve efficiency, and reduce time-to-market for software releases.
• Oversee application modernization projects, including cloud migration, legacy system upgrades, and the implementation of scalable, flexible solutions.
• Direct the integration of advanced data analytics solutions to provide actionable insights, enhancing clients decision-making capabilities.
• Lead the delivery of Power Virtual Agents and CoPilot Studio projects, ensuring user-centered, high-quality solutions that meet or exceed client expectations.
• Continuously assess project health, address risks, and manage stakeholder expectations to ensure project success.
• Technical Innovation Transformation :
• Drive the integration of cutting-edge technologies such as AI, machine learning, and automation to foster innovation and business transformation for clients.
• Lead the implementation of Low Code / No Code platforms, enabling faster application delivery and empowering business users to create solutions with minimal development effort.
• Cultivate a culture of continuous learning and improvement, ensuring the team stays ahead of industry trends with the latest tools and techniques in DevOps, QA, and app modernization.
• Advocate for the application of best practices in software development, quality assurance, and system architecture to enhance productivity and service quality.
• Talent Development Team Leadership :
• Attract, retain, and develop top-tier talent across areas such as application development, DevOps, QA, data analytics, and Low Code / No Code platforms.
• Continuously assess team skills against strategic goals, proactively addressing talent gaps to ensure expertise evolves in line with emerging technologies.
• Foster a high-performance, collaborative team culture, empowering team members to contribute to innovative solutions and ensuring their professional growth.
• Formulate and communicate the vision and strategy for the team, ensuring alignment with the company s overarching goals and objectives.
• Client Relationships Account Growth :
• Build and maintain strong, trusted relationships with key clients, positioning the team as a strategic partner for their digital transformation initiatives.
• Identify and pursue new business opportunities, leveraging deep technical expertise to drive value and revenue growth through upselling and cross-selling.
• Collaborate with sales and business development teams to tailor solutions to clients, aligning offerings with their business challenges and strategic objectives.
• Partner with sales and counterparts in the US and Canada to handle customer escalations, ensuring the creation of win-win situations.
• Operational Excellence Continuous Improvement :
• Define and monitor key performance indicators (KPIs) for team performance and service delivery, ensuring continuous improvement and alignment with organizational objectives.
• Drive efficiency and cost optimization without compromising quality by implementing operational best practices across application development, DevOps, and QA processes.
• Implement metrics-driven strategies to ensure that all projects are delivered on time, within scope, and with high-quality results.
• Strategic Vision Innovation :
• In collaboration with the US Onshore App Dev leader, formulate and drive the long-term strategy for the Application Development team, focusing on technology adoption and market differentiation.
• Identify emerging trends such as AI-powered applications and advanced data analytics tools, integrating them into the team s strategic initiatives.
• Deliver compelling presentations and strategic roadmaps to internal and external stakeholders, articulating the vision for the team and the value delivered through innovative solutions.
• Develop the Centre of Excellence (CoE) strategy, working closely with the Onshore team to transition from an on-demand model to a differentiated, value-add CoE model where appropriate.

Qualifications :

Preferred Skills :

Key Competencies :

Skills Required

Machine Learning, Power Bi, Ai, Quality Assurance, Tableau