Global Delivery Head

Role : VP - Global Delivery Head Observability Platform

Experience : 18-24 Years

Location : Mumbai

We 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 programs

3. 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.