Head of Delivery

About Lyzr

Lyzr is a full-stack agent infrastructure platform powering secure, private, enterprise-grade AI agents. We help Fortune-level organizations build, evaluate, and run agentic workflows inside their own cloud (VPC), with responsible-AI guardrails, hallucination management, and enterprise controls.

Role Overview

You will own post-sales customer outcomes end-to-end: implementation, delivery quality, customer success/retention, and partner/GSI delivery. You'll build and scale a global delivery engine (India-led with near-shore hubs), establish PMO rigor, raise NRR/GRR, and turn Lyzr deployments into durable, referenceable programs.

What You'll Do

• Build & Scale Global Delivery:
  Stand up and grow offshore/near-shore delivery centers (India primary; evaluate Brazil/Poland/Vietnam/Thailand) with clear org design, career ladders, utilization targets, and capacity planning.
• Program & Project Excellence (PMO):
  Install delivery playbooks, SOW to runbook handoffs, stage gates, RAID logs, risk/change control, and standardized SLAs/SLOs for agent deployments and traditional app dev projects.
• Customer Success & Retention:
  Lead CS to improve onboarding, value realization, QBRs/EBRs, adoption health scores, renewal motions, and expansion plays in partnership with Sales.
• Application & Agent Delivery:
  Oversee multi-track implementations (integrations with ERP/CRM/DW, data pipelines, LLMOps/MLOps, evaluation harnesses, RAI guardrails, knowledge bases, and custom applications).
• Partner/GSI Delivery:
  Create a partner delivery framework (enablement, certification, QA gates) and co-deliver with GSIs/MSPs without compromising quality or margin.
• Commercial & P&L Responsibility:
  Own delivery economics (margin, utilization, backlog burn-down, forecast accuracy). Tight change-order discipline.
• Quality, Security & Compliance:
  Enforce secure-by-default standards (SOC 2/ISO 27001 practices), data residency, privacy reviews, and incident/problem management.
• Support & Managed Services:
  Stand up L1–L3 support, on-call rotation, and runbooks for live agent systems; drive MTTR/CSAT improvements.
• Voice of Customer:
  Feed systematic insights to Product/Engineering to influence roadmap and reliability at scale.
• Talent & Culture:
  Hire, coach, and retain high-performing delivery leaders (program directors, engagement managers, architects, CSMs).

Must-Have Qualifications

1. Global Delivery Leadership:
   Proven experience building and managing
   large offshore and near-shore delivery teams
   ,
   primarily India-based
   (hundreds+ headcount across multiple programs).
   Bonus for having built/managed teams in Brazil, Poland, Vietnam, or Thailand.
2. Retention Track Record:
   Demonstrated ability to drive
   higher customer retention
   (e.g., improved GRR/NRR, measurable logo retention, multi-year renewals).
3. Customer Success Ownership:
   Direct leadership of
   Customer Success
   teams with clear renewal/expansion outcomes and executive relationship management.
4. Application Development Experience:
   Hands-on leadership delivering
   application development
   projects at scale (SDLC discipline, secure delivery, change management), ideally alongside data/AI/ML initiatives.

Preferred Experience

• Enterprise AI/agentic programs, LLMOps/MLOps, evaluation frameworks, responsible-AI guardrails, and data privacy/residency in customer VPCs.
• Partner/GSI co-delivery, certification programs, and multi-vendor governance.
• Standing up PMO functions, standardized SOWs, playbooks, and delivery QA gates across multiple industries (financial services, insurance, healthcare, public sector).
• P&L ownership for delivery, strong commercial acumen (margins, utilization, staffing models).
• Operating in high-growth startups or scale-ups selling to large enterprises.
• Security and compliance familiarity (SOC 2, ISO and incident/problem management.
• Excellent exec-level communication and escalation management.

Success Metrics (Scorecard)

• GRR / NRR:
  Meaningful improvement in logo retention and net expansion within 12 months.
• Delivery Margin & Utilization:
  Targeted increases with accurate quarterly forecasts.
• Time-to-Value:
  Reduced implementation time and faster first-value milestones.
• Adoption Health:
  Improved deployment usage, feature adoption, and value realization.
• Quality & Reliability:
  SLA/SLO attainment, MTTR reduction, fewer severity-1 incidents.
• Referenceability:
  Increase in case studies, references, and co-marketing wins.

90-Day Plan (Outcomes)

• 30 Days:
  Audit programs, SLAs, SOWs; map delivery org; establish risk registers; set the retention and adoption dashboard.
• 60 Days:
  Launch PMO 1.0, standard playbooks, capacity plan; codify CS motions (onboarding → QBR/EBR).
• 90 Days:
  Stand up/expand India delivery hub; pilot near-shore cell; implement support runbooks; publish delivery KPIs and QBR rhythm.

Apply Here:

• Lyzr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.