Delivery Cluster Head

Tata Consultancy Services · Bengaluru, India

Candidate must have 15+ years of IT industry experience with proven success in managing large-scale delivery portfolios, global delivery teams, client relationships, and business growth initiatives.

Required Skills & Experience

• Lead a delivery cluster comprising multiple accounts, programs, and strategic clients.
• Own end-to-end delivery responsibility including:
• Delivery Excellence
• Customer Satisfaction
• Revenue Management
• Profitability Management
• Resource Optimization
• Risk Management
• Experience managing:
• Large-scale Digital Transformation Programs
• Salesforce Programs
• Cloud Transformation Initiatives
• Enterprise Application Delivery
• Managed Services Engagements
• Strong expertise in:
• Portfolio Management
• Program Governance
• Delivery Management
• PMO Governance
• Executive Reporting
• Demonstrated experience in:
• Multi-million-dollar portfolios
• Global Delivery Models
• Offshore-Onsite Delivery Management
• Multi-vendor environments
• Strong understanding of:
• Agile Delivery
• Waterfall Delivery
• Hybrid Delivery Models
• Product-Based Delivery Models
• Experience in managing delivery KPIs:
• Revenue
• Margin
• Utilization
• CSAT
• Employee Satisfaction
• Delivery Quality
• Responsible for forecast planning, capacity planning, resource planning, and succession planning.
• Expertise in:
• Escalation Management
• Risk Management
• Issue Resolution
• Stakeholder Communication
• Strong knowledge of:
• Salesforce Ecosystem
• Cloud Technologies
• AI & Automation
• Digital Transformation Programs
• Experience driving operational excellence and continuous improvement initiatives.
• Strong leadership and people management capabilities.

Key Responsibilities*

• Lead and manage a portfolio of strategic accounts and delivery programs.
• Own customer delivery commitments and business outcomes.
• Establish delivery governance frameworks and review mechanisms.
• Ensure successful delivery of projects within scope, budget, and timelines.
• Drive customer satisfaction and long-term client relationships.
• Manage delivery risks, escalations, dependencies, and mitigation plans.
• Collaborate with Sales, Presales, Practice, and Account teams for growth opportunities.
• Drive account mining, upselling, and cross-selling opportunities.
• Monitor portfolio financials including revenue, margin, utilization, and forecasting.
• Build high-performing delivery teams and leadership pipelines.
• Ensure compliance with quality standards, security policies, and organizational governance.
• Sponsor innovation, automation, and continuous improvement initiatives.
• Participate in executive steering committee meetings and customer governance reviews.