Head of Delivery and Customer Success

• Suma Soft Inc, a US subsidiary of Suma Soft Private Limited, is a leading provider of IT services & consulting company delivering deep domain expertise, digital expertise, and innovation to help enterprises leverage digital processes and excel in their business. For more information please visit www.sumasoft.com
• For over 20 years, we have built lasting relationships that have kept us on the cutting edge of innovation. We will endeavour to continue to inspire, transform, and create synergies that shape the digital world and ensure shared prosperity for all.

Job Summary

• We are seeking an experienced and strategic delivery leader to drive customer success and delivery excellence in the US market. As Head of Delivery and Customer Success, you will be responsible for leading delivery teams, ensuring customer satisfaction, and driving business growth through repeat business and referrals.

Key Responsibilities

Delivery Excellence

• Lead and manage delivery teams, including project managers, technical leads, and delivery managers.
• Develop and implement delivery strategies, methodologies, and best practices to ensure high-quality delivery.
• Ensure timely and within-budget delivery of projects, with a focus on customer satisfaction.

Customer Success

• Develop and execute customer success strategies to drive customer satisfaction, retention, and growth.
• Build and maintain strong relationships with key customers, ensuring their needs are met and expectations exceeded.
• Collaborate with sales teams to identify new business opportunities and drive growth.

Quality and Process Improvement

• Develop and implement quality assurance processes to ensure high-quality delivery.
• Identify areas for process improvement and implement changes to increase efficiency and effectiveness.
• Ensure compliance with industry standards, regulatory requirements, and company policies.

Talent Management and Development

• Attract, retain, and develop top talent in delivery teams.
• Provide coaching, mentoring, and training to ensure teams have the necessary skills and expertise.
• Foster a culture of innovation, collaboration, and continuous learning.
• Manage delivery budgets, ensuring alignment with company financial goals.
• Analyse delivery metrics, including utilization, productivity, and profitability.
• Collaborate with finance teams to develop and implement financial strategies.

Requirements and Qualifications

Education and Experience

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Minimum 10+ years of delivery leadership experience in the IT services industry.
• Proven track record of driving delivery excellence, customer satisfaction, and business growth.

Skills and Competencies

• Strong delivery leadership skills, with a proven ability to lead high-performing teams.
• Excellent communication and interpersonal skills, with a proven ability to build strong relationships with customers and stakeholders.
• Strong analytical and problem-solving skills, with a proven ability to analyse delivery metrics and develop strategies for improvement.
• Strong industry knowledge and understanding of IT services market trends and competitors.

What We Offer

• Competitive salary and bonus structure.
• Comprehensive benefits package, including health insurance and paid time off.
• Opportunity to work with a leading IT services company and contribute to its growth and expansion in the US market.
• Collaborative and dynamic work environment with a team of experienced professionals.

Want to Join Our Successful Team?

We are always interested to meet potential team members to join our fast-growing, dynamic team of professionals.