Adroit People Limited (UK)
Delivery Head
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Greetings!
We are Hiring Customer Delivery Head - UK
UK – Milton Keynes / London
Permanent
Market Salary
Hybrid role
We need a customer delivery head who holds good knack / knowledge of future technology trends and has the ability to interact and influence CxOs.
CONTEXT of the Current Requirements:
Tech Mahindra’s Infrastructure & Cloud Services covers the entire Infrastructure stack and supports new age technologies. Our focus is on helping enterprises develop a future ready infrastructure aligned to their core business needs. Tech Mahindra has deep industry and system integration experience for more than 22 years now. We are supporting 250+ customers today across 90+ countries delivering infra and cloud services in a Global (Global yet local) manner. We have built a strong relationship across technology providers around data centre, network, Cloud, end user and digital workplace management areas and have proven solution accelerators leveraging AI and Analytics to help enterprises extract maximum performance from their infrastructure assets. With a staff base of more than 12000 people across the globe, we currently manage more than a billion infrastructure CIs and assets today.
While setting up the Infrastructure services (covering Data center/Infra hosting, End user/DWP, and Network services), we are currently looking for professionals with a growth mindset, to set-up and develop similar services across Europe.
As a global, multi-cultural & continuously learning organization, Tech Mahindra provides ample opportunities for its employees to acquire multiple skills, take risks, overcome challenges, earn freedom to build their career, by going an extra mile.
JOB DESCRIPTION
In this context, we are looking to hire a Customer Delivery Head (F / M) on a permanent contract. As a Customer Delivery Head, you will be:
- Responsible for managing Global Delivery of services and performance to the client
- Responsible for delivery led growth of Cloud & Infrastructure business for the region
- Responsible for customer relationship and interactions as part of steercos, QBRs, and any other informal discussions for sustained partnership with customer CxOs and directors
- Participate in proactive/reactive deals viz. RFI, RFPs, RFQs, etc. and represent as delivery leader to various customer defence and informal discussions during the deal process
- Ensure service availability and operational metrics to ensure accurate resolution of incidents within the agreed SLA's
- Lead the IT transformation by managing significant growth and ramp-up, ensuring talent inflow and retention
- Innovate on current processes to improve efficiency of the operations and achieve high level of customer satisfaction
- Sustainable and professional operations for large-scale delivery center, realization of cost savings and productivity gains for IT through service automation and generating constant year-over-year productivity results
- Responsible for the development and implementation of the IT Strategy with recommendations
- Ensuring smooth operations and transition of services from external suppliers to IT. Managing successful finalization of carve-out from business in your area of responsibility
- Foster innovation and automation via usage of platform economy, RPA, AI, and other latest technologies and globally scaling available solutions
- Very close collaboration with local and global business and value center partners
- Proficient knowledge of the delivery center market and constantly improve the internal delivery to market standards
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Technical knowledge, skills and expertise
- IT Customer Delivery Head or equivalent, Generalist Engineer with an IT background
- At least 20+ years in IT and 15+ years in Service Delivery & customer management in the Infrastructure context, especially in Data Center hosting services with below process skills:
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- Strong in customer management and networking skills
- Growth mindset for farming additional business with existing customer
- Proven track record in managing large teams in a global organization with global delivery responsibility
- Developing people and acting in a global organization, building networks, and working in a virtual and distributed environment
- Strong IT and technological background are a must, savvy financial understanding and financial management capabilities plus process know-how
- Pro-activeness and customer orientation, drive and willingness to succeed in a complex, transformational environment
- Managing change and strong decision-making capabilities, acting fast and decisive despite uncertainty
- ITIL – at least two intermediate levels (Service Transition & Operations) would be preferred
- Knowledge of Data Center Technologies
- Understanding of Asset Management (CMDB, SAM)
- Knowledge of Lean and Six Sigma
- Project Management – PMP/Prince 2 or similar
- Statistical Process Control methods
- Public Cloud Certification
Core Competencies mandatory skills:
- Strong understanding of Managed Services and SLA’s
- Understanding of key Infra sub-domains like Compute, Storage, Network, Database, end user services
- Knowledge of key technology stacks, such as VMWare, Azure, AWS, and Docker
- Strong knowledge of ITIL, Lean, Six Sigma, or CSI frameworks
- Strong knowledge of key technology trends related to Cloud & Infrastructure including but not limited to usage of various facets of AI (Generative, Agentic, etc.), SRE, Platform engineering, FinOps, XLAs, end user transformation, etc.
Preferred Certifications:
- Public Cloud or any Cloud Certification is a plus
- AI related certification is a plus
- At least ITIL V3 foundation certified
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