Manager Delivery Excellence

Delivery Excellence & Program Management CoE is responsible for driving delivery predictability, governance, project and program management maturity, quality, and continuous improvement across the organization. The role provides leadership in establishing delivery standards, governance frameworks, performance metrics, risk management practices, PM capabilities, and quality processes to improve delivery outcomes, customer satisfaction, and organizational maturity.

Key Responsibilities

• Drive delivery predictability and operational excellence across programs, projects, and managed services engagements.
• Establish and govern delivery management practices including project governance, risk management, delivery reviews, audits, and executive reporting.
• Define and manage delivery health scorecards, organizational KPIs, metrics benchmarks, and performance dashboards.
• Proactively identify delivery risks, manage escalations, and drive corrective and preventive actions.
• Leverage AI, analytics, and automation to improve delivery visibility, risk prediction, and decision-making.
• Lead project assurance initiatives, including project start-up governance, delivery audits, health assessments, and compliance reviews.
• Define and institutionalize project and program management methodologies, frameworks, standards, templates, and best practices.
• Develop and manage the Project & Program Management competency framework, career lattice, capability development programs, and certification roadmap.
• Build and maintain a scalable pool of Project and Program Managers to support organizational and client-specific needs.
• Act as the primary liaison with client PMO, Portfolio Management, and Program Management leadership teams to drive governance effectiveness and project management maturity.
• Drive adoption, governance, and continuous improvement of project and portfolio management tools such as Planview, Zoho Projects, and other PM platforms.
• Govern the organizational Quality Management System (QMS) and support compliance with industry standards, audits, and process maturity initiatives.
• Establish and maintain organizational knowledge repositories, including lessons learned, best practices, case studies, templates, and delivery assets.
• Champion continuous improvement initiatives that enhance delivery quality, efficiency, governance, and customer experience.

Qualifications & Experience

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.
• 15+ years of experience in IT Services, Managed Services, Technology Consulting, or Digital Transformation organizations.
• Proven experience leading Delivery Excellence, PMO, Program Management CoE, Delivery Governance, Quality, or Operational Excellence functions.
• Strong understanding of project, program, and portfolio management, delivery governance, quality assurance, metrics management, risk management, and continuous improvement.
• Experience working with executive leadership teams and driving enterprise-wide governance and transformation initiatives.
• Strong stakeholder management, communication, leadership, and consulting skills.

Preferred Certifications

• PMI (PMP / PgMP), PRINCE2, PMI-ACP, or equivalent Project/Program Management certifications.
• ITIL Foundation or higher certification.
• Lean Six Sigma Green Belt / Black Belt certification.
• Knowledge of ISO 9001, ISO 20000, ISO 27001, CMMI, Lean, Six Sigma, and Quality Management Systems (QMS).