Delivery Head

Role overview

This position leads end-to-end delivery for a portfolio of strategic customer accounts in Saudi Arabia. The role is accountable for commercial performance, customer experience, delivery quality, growth of the account, team leadership, and governance. Acting as the main delivery lead for customers, the person in this role must ensure contractual commitments are fulfilled while strengthening long-term client relationships and expanding business within the account base.

Delivery and program leadership

• Oversee and direct multiple programs, projects, and managed services engagements across the customer portfolio.
• Make sure all delivery commitments are achieved across scope, timeline, cost, quality, and customer expectations.
• Put in place strong governance routines such as program reviews, risk monitoring, escalation handling, and performance reporting.
• Improve delivery predictability through proactive planning, efficient resource use, and operational discipline.
• Ensure compliance with contracts, SLAs, and KPIs.

Commercial and financial accountability

• Own the portfolio’s revenue, margin, utilization, and profitability outcomes.
• Support business growth activities by reviewing proposals, validating solutions, checking contracts, and assisting with bid-defense presentations.
• Work closely with Sales and Account Management to identify expansion opportunities in existing accounts.
• Drive account-mining efforts and contribute to new business wins.
• Maintain accurate forecasting, revenue tracking, and financial control across engagements.

Customer relationship management

• Develop and sustain senior-level relationships with client stakeholders.
• Serve as the main escalation contact and trusted delivery advisor for the customer.
• Improve satisfaction, retention, and the customer’s willingness to recommend the relationship.
• Lead governance meetings, business reviews, and strategic planning discussions.
• Maintain strong engagement and ensure proactive, clear communication.

People leadership and capability building

• Partner with HR and recruitment to build delivery capability in line with business growth.
• Ensure roles are staffed quickly and resource demand is fulfilled for customer engagements.
• Coach and develop delivery managers, project managers, and technical teams.
• Create a high-performance environment built on accountability, teamwork, innovation, and customer success.
• Support engagement, skill development, and retention initiatives.

Process excellence and compliance

• Promote quality initiatives, process improvements, and continuous improvement programs.
• Ensure compliance with internal standards, customer expectations, and regulatory requirements.
• Encourage best practices in project management, service delivery, risk control, and quality assurance.
• Drive adoption of delivery frameworks, governance models, and operational excellence methods.

Scope of responsibility

• Deliver revenue and profitability goals for the assigned customer portfolio.
• Execute projects and managed services in line with contractual commitments.
• Own customer relationship management and executive stakeholder engagement.
• Achieve customer satisfaction and referenceability objectives.
• Expand business through account mining and growth initiatives.
• Collaborate with Sales and Account Management to support customer growth.
• Build and scale delivery teams to enable business expansion.

Qualifications and experience

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field.
• At least 16 years of progressive experience in IT services, IT consulting, or IT outsourcing organizations.
• Minimum 5 years in leadership roles managing large delivery portfolios and customer relationships.
• Hands-on experience with delivery operations for customers in Saudi Arabia.
• Strong knowledge of application services, digital transformation, cloud, managed services, and emerging technologies.
• Experience supporting bids, proposals, contract reviews, and customer presentations.

Preferred candidate profile

• Currently based in Saudi Arabia and working with an India-headquartered IT services or IT outsourcing provider.
• Experience managing large strategic accounts and Saudi Arabia-based customers.
• Strong technical background with a career path that progressed from delivery-oriented technical roles into leadership.
• Ability to engage effectively with both business and technical stakeholders.
• Strong commercial understanding of IT services delivery, contracts, and account profitability.
• Excellent communication, presentation, negotiation, and stakeholder management abilities.

Success metrics

• Revenue achievement.
• Gross margin achievement.
• Customer satisfaction (CSAT).
• Customer referenceability.
• Delivery quality and SLA compliance.
• On-time and on-budget delivery.
• Account growth and business expansion.
• Resource utilization.
• Employee engagement and retention.
• Compliance and governance adherence.