Global Delivery Head

Role : VP - Global Delivery Head Observability PlatformExperience : 18-24 YearsLocation : MumbaiWe are looking for a seasoned, execution-focused Head of Delivery to lead customer implementations of VuNets mission-critical Business Journey Observability Platform, with a strong focus on large BFSI clients. This role will owe the end-to-end delivery lifecycle across banks, financial services, and digital payments ecosystems - managing complex integrations, high-SLA go-lives, and cross-functional teams across engineering, solutions, and customer success.Youll bring a deep mix of technical acumen, customer empathy, and delivery discipline - and someone whos led from the front in complex, high-pressure enterprise programs with confidence and clarity.Roles & Responsibilities :1. Strategic Leadership :- Define and drive the delivery roadmap for the observability platform across enterprise clients.- Align delivery strategies with product and go-to-market goals.- Drive adoption and expansion of the product through strategic engagement plans.2. Customer Delivery Management :- Own the delivery lifecycle : onboarding, implementation, integration, optimization, and support.- Ensure timely and effective delivery of observability solutions tailored to customer environments (e.g., Kubernetes, hybrid cloud, microservices).- Act as the final line of accountability for resolving critical delivery and performance challenges.- Be willing to travel domestically and internationally to front end the Delivery engagement and to meet potential customers as deemed necessary.- Lead delivery forecasting, capacity planning, and operational cadence for enterprise rollouts- Ensure regulatory, audit, and compliance alignment for sensitive BFSI programs3. Team and Program Management : - Lead and mentor a team of technical program managers, implementation engineers, expert services, SREs and support staff.- Develop standardized delivery playbooks, KPIs, and SLA tracking mechanisms.- Coordinate with PMO, DevOps, and Engineering for release and upgrade cycles.- Collaborate closely with product, engineering, QA, and integration teams to unblock delivery challenges and influence roadmap prioritization.4. Stakeholder Communication : - Act as a trusted advisor to customer leadership (CIOs, Heads of Infra/SRE).- Present observability outcomes (dashboards, metrics, traces, events) and value realization.- Report regularly to internal leadership on delivery health and customer satisfaction.5. Process Optimization :- Institutionalize best practices in Observability (APM, infrastructure monitoring, distributed tracing, log analytics, synthetic monitoring, etc.).- Drive continuous improvements in onboarding, automation, and proactive monitoring strategies.Technical Skills : - Strong understanding of modern Observability tools and platforms (e.g., Grafana, Prometheus, OpenTelemetry, Dynatrace, Splunk, Datadog, Elastic, New Relic).- Deep knowledge of cloud-native environments (Kubernetes, AWS/Azure/GCP), DevOps and SRE practices.- Familiarity with CI/CD pipelines, instrumentation, telemetry pipelines, and log aggregation.Leadership & Delivery : - 18-24 years of experience in enterprise software delivery, including 10+ years leading BFSI programs (core banking, payments, infrastructure, observability, or SaaS platforms)- Proven track record in handling escalations, mission-critical go-lives, and managing irate customers- Experience working with PSU banks and regulated institutions; able to navigate audit-heavy, compliance-driven environments- Strong program management and Agile/Scrum experience.- Excellent communication and customer management skills able to lead conversations with CIOs, Risk Heads, and Operations leaders.Education : - Bachelors or masters in computer science, IT, or related field.- Certifications in ITIL, Agile, or Observability tools (nice to have).KPIs & Success Metrics : - Customer onboarding time and satisfaction scores- Platform uptime and telemetry health- SLA adherence and issue resolution time- Adoption of dashboards/alerts by customers- Team productivity and attrition. (ref:hirist.tech)