Global Delivery Lead

Job Description

The role of an Application Managed Services (AMS) Delivery Head for a large portfolio is a senior leadership position that oversees the strategic direction, operational excellence, financial performance, and client satisfaction of AMS engagements. This position ensures top-notch execution, fosters innovation through automation and AI, and manages extensive cross-functional, multi-location teams.

Key Responsibilities:

Strategic Leadership & Portfolio Management: Develop and implement AMS strategies for a portfolio of accounts, ensuring alignment with business objectives and growth targets.

Operational Excellence & Delivery: Ensure compliance with SLAs, KPIs, and contractual obligations. Oversee ITIL-based incident, problem, and change management processes.

Financial & P&L Accountability: Manage P&L, revenue recognition, budgeting, forecasting, and profitability, including cost optimization.

Client Relationship Management: Serve as the primary executive contact for key clients, ensuring satisfaction and driving account growth.

Team Leadership & Talent Development: Lead and mentor large, global teams.

Innovation & Transformation: Drive digital transformation and implement AI tools and automation. Governance & Reporting: Conduct QBRs, WSRs, and lead steering committees.

Primary Skills

20+ years in IT, with 5–8+ years in AMS/Managed Services delivery management. Portfolio Scale: Proven experience managing large, multi-million dollar portfolios with 200+ applications or complex global setups.

Technical Domain: Expertise in Custom Software , Package , Cloud , AI and specialized SaaS platforms

Education: Bachelor’s degree in IT/Computer Science; MBA preferred.

Certifications: ITIL, PMP, PRINCE2, or Agile/Scrum Master certifications preferred.

Skills & Competencies:

Leadership & Influence: Strong ability to lead teams and navigate complex structures. 

Strategic Thinking: Balancing technical and business goals.

Communication: Excellent executive presence and stakeholder management.

Risk Management: Proactively identifying and mitigating risks.

Performance Indicators (KPIs): SLA Compliance, Client Satisfaction Scores (CSAT), Portfolio Profitability, Revenue Growth, and Productivity Improvements.