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.