Delivery Head || B2B SAAS || AI

Role summary:

Delivery Head

The role entails full ownership of the client delivery lifecycle—from presales and implementation through post-go-live support and account growth. The ideal candidate will bring deep expertise in solution delivery, exceptional stakeholder management skills, and a proven ability to scale delivery operations in AI and emerging GenAI technologies.

Responsibilities and Requirements:

• The Head of Delivery will be responsible for driving the successful execution of GenAI programs across key verticals such as BFSI, Retail, and others within the APAC and EU regions.
• This role involves defining and managing core delivery KPIs, including Client NPS, SLA adherence, Hypercare effectiveness, and account expansion. The leader will design and scale regional delivery frameworks in alignment with Nurix’s Consult-Plan-Execute (CPE) methodology.
• A critical part of the role is building and mentoring a high-performing team of TPMs, applied AI engineers, and delivery leads, while ensuring strong governance, timely issue resolution, and a culture of continuous improvement.
• The Head of Delivery will serve as the primary point of contact in client interactions, driving solution architecture, delivery planning, and post-go-live support, while acting as a strategic advisor to CXOs and digital leaders.
• Collaboration with cross-functional teams including Product, Engineering, and Sales is essential to ensure delivery meets client expectations, timelines, and budgets.
• The individual will also contribute to the evolution of the Company's AI agent accelerators and delivery toolkits.
• In addition, the role includes full accountability for delivery forecasting, profitability, invoicing, and utilization, while ensuring compliance with InfoSec, legal, and client-specific regulatory standards.
• The ideal candidate will have over 10 years of experience in enterprise solution delivery, with at least 5 years in a leadership role overseeing APAC or India portfolios. A background in implementing AI/ML or SaaS solutions is essential, with exposure to GenAI technologies being a strong advantage. The candidate should have a track record of leading cross-functional teams in matrixed environments and possess deep domain expertise in CX technologies across BFSI, Retail, and Commerce sectors.