Senior Lead - Client Delivery & Success

Vellstone; Mumbai; Hybrid; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Leadership experience

Professional flexibility

Career growth and stability

Job summary

Vellstone is seeking a Client Delivery & Success - Senior Lead/Head located in Mumbai. This role involves managing a dedicated team to provide high-quality support and resolve client escalations while driving innovation with AI tools.

Ideal candidates should have 10-15 years of BFSI experience, expertise in client interfacing, and strong project management skills. The position offers a hybrid work model and long-term career growth.

Qualifications

• 10 to 15 years of experience in the BFSI sector.
• Strong expertise in People Management and Client Interfacing.
• Proven track record in managing client escalation processes.

Responsibilities

• Provide end-to-end project execution for IT solutions.
• Lead a team of application support engineers.
• Manage client escalations within agreed SLAs.

Skills

People Management

Client Interfacing

Project Management

Basic PL/SQL

UAT/SIT Processes

Education

MBA-IT/BE/BTech or Equivalent

Job description

Job Title: Client Delivery & Success - Senior Lead/Head

Location: Mumbai

Experience: 10–15 years

Qualification: MBA-IT/BE/BTech or Equivalent

Work Schedule: Permanent (Hybrid or WFO)

We’re hiring a Client Delivery & Success - Senior Lead/Head for our client.

Responsibilities

As the Client Delivery & Success - Senior Lead/Head, your responsibilities would be:

• Provide end-to-end project execution, coordination, and technical expertise for building and maintaining IT solutions.
• Lead, inspire, and manage a dedicated team of 5-7 Application, Support, and Implementation engineers.
• Deliver high-quality application support services and efficiently resolve all types of client escalations within agreed SLAs and KPIs.
• Collaborate with internal technology stakeholders to deliver client solutions while providing robust project governance and documentation.
• Drive innovation and automation using AI tools, environmental parameter alerts, and data visualization to optimize client request tracking.

Requirements

• 10 to 15 years of experience, ideally with a professional background in the BFSI sector.
• Strong expertise in People Management and direct, hands-on Client Interfacing.
• Functional knowledge of UAT/SIT processes, basic PL/SQL, test scenario building, SOPs, and project management.
• Proven track record of managing client escalation processes and executing mission-critical implementations under tight timelines.
• Excellent English writing and speaking skills coupled with a resilient, ethical, and client-centric attitude.
• Ability to implement operational best practices and proactively collaborate with internal teams to build creative process improvements.

Benefits

• Gain hands-on leadership experience by managing and mentoring a specialised technical engineering team.
• Drive modern organisational intelligence by pioneering the implementation of AI tools and advanced visualization software.
• Take ownership of critical, high-impact project governance and delivery within the highly valued BFSI sector.
• Enjoy professional flexibility with a hybrid or work-from-office setup tailored to your commitments.
• Secure long-term career growth, stability, and development through a permanent organisational placement.