Job Title

Key Responsibilities :1. Delivery Quality Ownership (Hands-on)· Define, implement, and continuously improve quality standards across all service lines· Conduct deep-dive reviews of delivery projects (not just dashboards)· Identify quality gaps, rework patterns, and failure points· Work directly with delivery teams to fix execution issues2. Automation & AI-Driven Efficiency· Identify opportunities to reduce manual effort using AI and automation· Build or drive development of:o Automated reportingo Quality scoring systemso Delivery tracking dashboardso SOP-driven execution workflows· Leverage tools (Python, low-code, scripts, AI tools) to actually implement solutions· Reduce dependency on manpower-heavy models3. Profitability & Margin Improvement· Analyze delivery cost structures across projects and LOBs· Identify:o Over-servicingo Inefficiencieso Poor estimation practices· Work with delivery and sales to:o Improve effort estimation modelso Standardize delivery frameworkso Reduce leakage4. Customer Experience & Assurance· Ensure consistent delivery quality across customers· Drive CSTA and NPS campaigns with the marketing team· Participate in:o Key customer reviewso Escalation handling· Build assurance frameworks (not certifications) that answer:“Is the customer actually getting value?”5. Process Engineering (Not Bureaucracy)· Create lean, usable processes (not documentation-heavy systems)· Standardize:o Delivery playbookso Review mechanismso Quality gates· Ensure adoption through enforcement + usability, not emails6. Cross-Functional Leadership· Work closely with:o Delivery Heads (Assessment, GRC, MDR, CES)o Sales & Pre-sales teamso PMO· Act as a bridge between strategy and execution7. Governance & Metrics· Define and track:o Delivery quality metricso Rework %o SLA adherenceo Customer satisfaction indicatorso Margin vs effort leakage· Build real-time dashboards (not PPT-based reporting)