Vice President - IT Service Delivery

Role : Vice President - Service Delivery Location : Chennai Experience : 15+ Years Role Summary : Our client is looking for a VP - Service Delivery to lead a large Service Delivery team across its Distribution Management System (DMS), Sales Force Automation (SFA), and Retailer App product suite. The role requires a strong blend of domain and technical depth in cloud solutions and AI-driven capabilities, combined with proven people leadership and a customer-first mindset. The incumbent will be the primary escalation point for enterprise clients, driving delivery excellence, solution adoption, and long-term customer success. Key Responsibilities : Service Delivery & Customer Engagement : - Own end-to-end service delivery for DMS, SFA, and Retailer App implementations across enterprise/FMCG/CPG customers, ensuring SLA adherence, quality, and customer satisfaction. - Act as the senior escalation point and trusted advisor for key client relationships. - Drive customer retention, renewals, and expansion through consistent delivery excellence. - Conduct regular business reviews (QBRs) with clients to align on outcomes, roadmap, and value realization. - Build strong governance frameworks for delivery visibility, risk management, and issue resolution. Domain & Technical Solution Leadership : - Provide techno-functional oversight from implementation through steady-state support. - Guide teams on cloud solution architecture, deployment, integration, and support for these platforms. - Drive incorporation of AI driven capabilities into DMS/SFA/retailer solutioning and customer implementations. - Partner with Product and Engineering teams to translate customer requirements into scalable technical solutions. - Stay current on cloud platforms, AI trends, and distribution/retail-tech innovations to guide delivery strategy. - Oversee solution architecture reviews, technical risk assessments, and implementation best practices. People & Team Management : - Lead, mentor, and scale a team of delivery managers, solution consultants, and technical leads across DMS/SFA/retailer app functions. - Build delivery capability and technical competency across the team through structured training and coaching. - Drive a high-performance, customer-centric culture within the delivery organization. Operational & Strategic Leadership : - Define and track delivery KPIs, customer health metrics, and operational efficiency benchmarks. - Collaborate cross-functionally with Sales, Product, and Engineering to align delivery strategy with business goals. - Contribute to pricing, scoping, and proposal development for new/expanding engagements. Required Qualifications : - 15+ years of overall experience, with significant experience in service delivery/customer success leadership in a SaaS or software product environment. - Domain expertise in Distribution Management System (DMS), Sales Force Automation (SFA), and Retailer App/e-B2B platforms, preferably within FMCG/CPG or retail-tech ecosystems. - Strong techno-functional background with hands-on exposure to cloud platforms (AWS/Azure/GCP) and enterprise solution implementation. - Working knowledge of AI/ML concepts and their application in enterprise software/customer solutions. - PMP certification required (or equivalent project management certification). - Strong Stakeholder management and client-facing expertise.