Delivery Head

Job title: Delivery Head

About the Role The Delivery Head will be responsible for leading end-to-end service delivery across a portfolio of strategic customer accounts in the Kingdom of Saudi Arabia. The role carries accountability for revenue realization, customer satisfaction, delivery excellence, business expansion, people leadership, and operational governance. The incumbent will act as the primary delivery executive for customers, ensuring contractual commitments are met while driving account growth and strengthening long-term client relationships.

What You'll Do

• Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
• Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
• Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
• Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
• Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
• Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
• Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

What We're Looking For

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline.
• 16+ years of progressive experience in IT Services, IT Consulting, or IT Outsourcing.
• Minimum 5 years of leadership experience managing large-scale delivery portfolios and customer relationships.
• Proven experience managing delivery operations for customers within the Kingdom of Saudi Arabia.
• Strong understanding of application services, digital transformation, cloud, managed services, and emerging technologies.
• Experience supporting bids, proposals, contract reviews, and customer presentations.
• Currently based in KSA and/or demonstrated experience managing KSA-based customers; strong technical foundation with career progression from hands-on technical roles into delivery leadership.

Nice to Have

• Currently based in KSA and working with an India-headquartered IT Services or IT Outsourcing provider.
• Demonstrated experience managing KSA-based customers and large strategic accounts.
• Strong technical foundation with career progression from hands-on technical roles into delivery leadership.

About the Company HCL Technologies Limited is a global technology company delivering an integrated portfolio of product engineering and lifecycle services. The Delivery Head will work with senior client executives and cross-functional teams to drive outcomes that matter to strategic Saudi accounts.