Data Engineer

Job Details

- Job Title: Head of Delivery

- Industry: SAAS

- Function: Operations

- Experience Required: 14-18 years

- Employment Type: Full Time

- Job Location: Pune

- CTC Range: Best in Industry

Preferred Skills: P and L management, customer success, technical support, Implementation, Client Delivery

Criteria:

14+ years of experience in Managed Services / Professional Services / Customer Delivery within SaaS or tech-led organizations.

Proven leadership of end-to-end customer lifecycle functions: Pre-sales, Implementation, Customer Success, and Support.

Experience managing global, cross-functional teams across geographies and time zones.

Demonstrated ownership of P n L, budgets, and revenue (services / managed services).

Strong understanding of SaaS delivery models and customer lifecycle management.

Job Description

What will you create and do?

We are looking for a Head of Delivery to lead and scale the end-to-end customer delivery organization at Company. This role will own the entire customer lifecycle across pre-sales demos/PoCs, onboarding, implementation, customer success, and ongoing support.

You will lead cross-functional teams across multiple geographies and time zones, ensuring successful delivery of projects, high customer satisfaction, strong product adoption, and growth in managed services revenue.

This is a strategic leadership role responsible for building processes, improving delivery maturity, driving operational excellence, and aligning teams across Support, Customer Success, and Implementation. The role will also work closely with Sales, Product, and Leadership to ensure customers achieve measurable outcomes through Conversational Messaging solutions.

What will qualify you for this role?

Essential:

● Strong experience leading Managed Services / Professional Services / Customer Delivery organizations

● Proven ability to manage global teams across time zones and multiple functions

● Strong leadership experience in Customer Success, Implementation, Support, and Client Delivery

● Experience managing P&L, budgets, and revenue ownership for service organizations

● Ability to design and scale delivery processes, frameworks, and operational systems

● Strong customer engagement and stakeholder management skills

● Ability to manage complex client escalations and enterprise accounts

● Experience working closely with Sales, Product, and Technology teams

● Strong understanding of SaaS delivery models and customer lifecycle management

● Strong people leadership, hiring, mentoring, and organizational building experience

Desired Skills:

● Experience in Conversational Messaging, CPaaS, or SaaS platforms

● Industry exposure to Healthcare, Finance, Real Estate, Education, Contact Centers, or similar sectors

● Understanding of CRM platforms, Marketing Automation systems, and Contact Center technologies

● Experience building self-service platforms and customer reporting systems

● Ability to drive customer adoption and product-led growth initiatives

● Strong operational mindset with a focus on SLA management and delivery excellence

Experience Range:

15+ Years

Education Qualification:

Bachelor’s Degree in Engineering, Technology, Business, or related field MBA is preferred.

Key Responsibilities:

Delivery Leadership & Customer Lifecycle Management

● Own delivery of all client services across the customer lifecycle including demos, PoCs, onboarding, implementation, and ongoing support

● Ensure projects are delivered as per SLA commitments and agreed delivery plans

● Lead teams responsible for Customer Support, Implementation, and Customer Success

● Manage delivery across multiple time zones and global customers

Organizational Leadership

● Build and scale a high-performing delivery organization

● Hire, mentor, and develop team leaders and managers across functions

● Drive training, capability building, and skill development across teams

● Create a strong culture of customer success and accountability

Managed Services Revenue & P&L Ownership

● Own the Managed Services P&L, budgets, and revenue targets

● Drive product adoption among serviced customers

● Align delivery performance with business growth and revenue outcomes

Process, Systems & Delivery Excellence

● Build and implement delivery processes, playbooks, and operational frameworks

● Develop systems that enable client self-service and service transparency

● Ensure systems capture relevant data and generate insights for customer success and risk identification

● Monitor key delivery metrics and identify red flags proactively

Customer Success & Product Adoption

● Create playbooks and frameworks to guide customer onboarding and adoption

● Build expertise around customer journey, implementation best practices, and messaging strategies

● Champion Conversational Messaging adoption across different communication channels

Market & Industry Expertise

● Develop expertise in target industries such as Healthcare, Finance, Real Estate, Education, and Contact Centers

● Understand business processes and systems such as CRM, marketing automation, and contact center tools

● Provide insights into market trends, customer needs, and product adoption

Cross-Functional Collaboration

● Work closely with Sales teams to prioritize projects and support strategic customers

● Partner with Product and Technology teams to identify product gaps and improvement areas

● Provide insights on product adoption, feature gaps, and customer feedback

Executive & Customer Engagement

● Represent the company in executive-level customer discussions and strategic projects

● Support major client engagements including delivery reviews and issue resolution

● Travel to customer locations for project reviews and relationship management when required

Key Result Areas (Success Metrics):

● Managed Services P&L performance

● Customer product adoption and engagement metrics

● Project delivery timelines and TAT

● SLA compliance and delivery quality

● Reduction in customer escalations

● Customer satisfaction and retention

● Identification of product gaps and improvement areas

Reporting Structure

● Reports to: COO / Executive Leadership Team

● Owns Department: Customer Support, Onboarding & Implementation, Customer Success

● Manages teams across multiple geographies and time zones

Job Title : Technology Strategy and Reporting Specialist

Total Experience : 8+ Years

Relevant Experience : Minimum 3 years of experience in Strategic technology planning and reporting.

Location : Remote, Anywhere in India

Job Type : Full Time

Job Overview :

We are seeking a Technology Strategy and Reporting Specialist to lead the development of strategic dashboards, quarterly board reports, and executive-level communications.

The ideal candidate will bridge the gap between technical insights and business strategy, delivering high-impact reports that drive executive decision-making and organizational performance.

Mandatory Skills :

Power BI or Tableau, Advanced Excel, Executive Reporting, Data Analysis, Strategic Dashboarding, IT KPIs, Storytelling, and Communication Skills

Key Responsibilities :

• Quarterly Board Reporting : Deliver structured, governance-aligned technology reports with KPIs, risk assessments, and strategic recommendations for executive leadership and the board.
• Dashboard Development : Build and manage executive dashboards using tools like Power BI/Tableau to showcase real-time performance and strategic metrics.
• Executive Storytelling : Create polished narratives and presentations that translate technical data into compelling business insights.
• Data Analysis & Insights : Analyze performance data, market trends, and technology strategies to identify actionable insights and business opportunities.
• Reporting Framework : Standardize reporting templates, processes, and governance models to ensure consistent, high-quality outputs.
• Technology Performance Monitoring : Track initiative outcomes, ROI, and budget adherence with scorecards and strategic alignment reports.

Desired Experience :

• 3+ Years in business intelligence, strategic reporting, or executive communication.
• Hands-on experience with dashboard tools (Power BI, Tableau, Excel).
• Strong understanding of IT performance metrics and KPIs.
• Proven record of creating board-level/C-suite presentations.

Qualifications :

• Bachelor's in Business Analytics, Computer Science, Information Systems, Engineering, or related field (Master’s preferred).
• Certifications such as PMP, Power BI, Tableau, or Six Sigma are a plus.

We are looking for an experienced Dynamics 365 Developer with a strong background in Field Service Management (FSM) to join our growing team. The ideal candidate will have hands-on experience developing and customizing solutions in Microsoft Dynamics 365 Field Service, as well as experience in integrating these solutions with various back-end systems and third-party services. This role involves working on the customization of field service modules, developing custom plugins, workflows, and providing enhancements to meet business needs within the Field Service domain.

Primary Skills:

Dynamics CRM 365 (Field Service), C#, .NET Framework

Required Skills:

• Customize and extend the Field Service Management (FSM) functionality within Dynamics 365, including the configuration of Work Orders, Service Agreements, Booking Orders and Scheduling and Dispatching features.
• Implement and configure service scheduling, resource scheduling, and mobile device integration to optimize field operations.
• Design, develop, and implement custom Plugins and Workflows to automate field service processes and integrate with other systems and tools.
• Create custom actions and custom workflow steps to handle complex logic and automate business rules within Dynamics 365 Field Service.
• Develop solutions for integrating IoT devices (Internet of Things) into Dynamics 365 for real-time data tracking, remote diagnostics, and predictive maintenance features is a plus.
• Support and enhance Dynamics 365 Field Service Mobile app, optimizing it for field technicians.
• Integrate with PowerApps to build custom mobile apps or field solutions for technicians.
• Solid experience working with Dynamics 365 Field Service (FSM) module, including configuration and customization of entities, workflows, scheduling, work orders, and service agreements.
• Knowledge on the complete Work Order life cycle in Field Service module.
• Experience with Field Service Scheduling, Resource Scheduling Optimization (RSO) and mobile solutions for technicians.
• Familiarity with Internet of Things (IoT) technologies and how they can be integrated into Dynamics 365 Field Service for predictive maintenance, remote diagnostics, and real-time data collection.
• Experience in developing Azure functions and Azure Logic Apps.
• Experience in developing Reports within Dynamics CRM.
• Microsoft certifications in Dynamics CRM (Field Service) and PowerApps is a plus.

Design and develop scalable web applications using MEAN/MERN stack.

Build & optimize AI/LLM workflows using LangChain or LangGraph.

Implement vector storage & semantic search using FAISS / Pinecone / Chroma / Milvus.

Build APIs, microservices, and integration layers.

Optimize application performance and ensure code quality.

Collaborate with cross-functional teams (product, design, backend, DevOps).

Must-Have Skills

• Strong experience in Node.js, Express.js, MongoDB, and Angular/React.
• Hands-on experience in LLM apps, RAG pipelines, Vector Databases.
• Practical knowledge of LangChain / LangGraph.
• Experience with REST APIs, authentication, and integrations.
• Solid understanding of Git, CI/CD, and cloud platforms (AWS/Azure/GCP).

PCCSE (Prisma certified cloud security engineer) with 5 years of experience.

On site engineers with ability to work in 24-7 support environments.

Full Stack Developer Responsibilities:

• Developing front end website architecture.
• Designing user interactions on web pages.
• Developing back-end website applications.
• Creating servers and databases for functionality.
• Ensuring cross-platform optimization for mobile phones.
• Ensuring responsiveness of applications.
• Working alongside graphic designers for web design features.
• Seeing through a project from conception to finished product.
• Designing and developing APIs.
• Meeting both technical and consumer needs.
• Staying abreast of developments in web applications and programming languages.

Requirements

• Degree in computer science.
• Experience with ( React+Node ) Or ( react + Angular) Or ( Node + Angular)
• Strong organizational and project management skills.
• Proficiency with fundamental front-end languages such as HTML, CSS, and JavaScript.
• Familiarity with JavaScript frameworks
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• Familiarity with database technology such as MySQL, Oracle, and MongoDB.
• Excellent verbal communication skills.
• Good problem-solving skills.
• Attention to detail.

Mandatory Skill set:

• Multiple solution stack development experience along with MEAN(Mongo, Express, Angular and Node)

• Python with any web framework

• Micro Services, Performance Engineering, Docker, Kubernetes, AZURE, CI/CD pipeline, , MySQL and Database design

Job Role:

• Responsible for component selection, design standardization, common library building.

• Build services and templates based on published standard (RFC type)Build coding templates and architypes adhering to design standard.

• Understand NFR and define architecture, design and validation for each NFR element.

• Design data model, service contract and document framework.Define and ensure coding standards

• Define and ensure UI standards are followed. Design micro services, security, deployment Well-versed in module level effort estimationWell-versed in application integration patterns Exposure to bug fixing, maintenance, continuous integration releases.

• Exposure to building architectural view like logical, physical and deployment.Exposure to performance bottleneck, RCA and remediation.Exposure to security issues, RCA and remediation.

Process Exposure:

• Able to interact with team, stakeholders and architects. Understand functional requirements and create design documents for features.

• Participate in sprint planning and story elaboration sessions.

• Candidate should be able to work independently in an Agile project.

• Experience with Test-Driven Development, Integration testing and Agile processes.Code review from a standard and design adherence perspective.