Senior 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 Overview: As an Oracle EBS Consultant/Developer, you will be responsible for implementing, customizing, and maintaining Oracle E-Business Suite applications. You will work closely with business stakeholders to gather requirements and ensure that the solutions meet their needs.

Key Responsibilities:

• Analyze business requirements and translate them into functional specifications for Oracle EBS modules.
• Configure and customize Oracle EBS applications, including Financials, Supply Chain, and HRMS.
• Develop and maintain custom reports, interfaces, and workflows using PL/SQL, Oracle Forms, and Oracle Reports.
• Conduct system testing and user acceptance testing (UAT) to ensure the quality and functionality of solutions.
• Provide support and troubleshooting for Oracle EBS applications and related integrations.
• Collaborate with cross-functional teams to ensure successful implementation and deployment of solutions.
• Stay current with Oracle EBS updates and industry best practices.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience with Oracle E-Business Suite modules, particularly in [specific modules relevant to your organization].
• Strong proficiency in PL/SQL, Oracle Forms, and Oracle Reports.
• Experience with Oracle Application Framework (OAF) and workflow customization is a plus.
• Understanding of database management and performance tuning.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.

Preferred Qualifications:

• Oracle EBS certification is a plus.
• Experience with cloud-based Oracle solutions (e.g., Oracle Cloud ERP).
• Knowledge of business processes in finance, supply chain, or HR.

What We Offer:

• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career advancement.
• A collaborative and innovative work environment.
• Flexible work arrangements.

Qualifications & Responsibilities 

• Strong hands-on experience with Java; full-stack development
• Designs, codes, tests, debug, and documents software, and enhance existing components to ensure that software meets business needs
• Deploy and maintain Applications/Systems
• Work with other software engineers for one or more Agile scrum teams assigned to work on the project · Contribute to the design and architecture to enable secure, scalable, and maintainable software and should be able to clearly articulate the implications of design/architectural decisions, issues, and plans to technology leadership
• Develop reusable patterns and encourage innovation that will enhance team velocity · Collaborate on the design with other team members and product owners, both inside and outside the scrum team
• Estimate engineering work effort for the engineering team and effectively identify and prioritize the high impact tasks
• Conduct design and code reviews to ensure code developed meets coding best practices guidelines, unit testing, security, and scalability and maintainability guidelines
• Drive a quality mindset within the team

Skills: 

• 2+ years of full Software Development Life Cycle experience
• 2+ years of experience working as a full-stack java developer
• 1+ years of web development with AngularJS
• Experience or familiarity with technologies such as WSDL, REST and/or SOAP web services, XML, JBoss, Adobe CQ5 DAM, HTML5, CSS3, Bootstrap, Hibernate, Spring.