Senior IT Delivery Lead

23 hours ago


Mumbai, Maharashtra, India Talentiser Full time

We are currently hiring for a Senior IT Delivery Lead role at Talentiser in Mumbai.

This position requires an experienced professional to manage the customer service, implementation, support, and professional services teams. The ideal candidate will work closely with the Co-founders, Business Head, Sales Head and be responsible for defining and executing the product line's key goals to achieve the highest level of customer satisfaction and retention.

Key Responsibilities:

  • Provide vision and direction to the teams to ensure operational excellence and alignment with client and business needs.
  • Ensure smooth onboarding and hypercare for new customers/implementation of software till they are ready to be transitioned to the customer success team.
  • Achieve the highest level of scores for NPS, CSAT metrics.
  • Set up and refine processes to achieve key SLAs, enhance efficiency, and meet customer expectations.
  • Lead and oversee the Customer Service, Implementation, Support, and Professional Services teams, ensuring high performance and collaboration.
  • Monitor SLAs and team performance metrics using a datacentric approach to optimize outcomes.
  • Act as a key escalation point and ensure client satisfaction through proactive engagement and timely issue resolution.
  • Maintain a high degree of responsiveness to both internal and external stakeholders.
  • Be willing to travel domestically and internationally for client meetings and project requirements.

Estimated Salary Range: ₹20,00,000 - ₹30,00,000 per annum

Requirements:

  • 15+ years of experience, including leadership roles in IT/SaaS delivery.
  • Proven expertise in managing diverse teams across customer service, implementation, support, and professional services.
  • Strong ability to set up and refine operational processes to align with business and client goals.
  • Exceptional communication, problem-solving, and decision-making skills.
  • High adaptability, responsiveness, and availability to meet dynamic customer needs.
  • Business orientation to help sales and growth teams with support needed to close deals.


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