Head of Client Delivery Center

• 12+ years of proven experience as a Software Engineering Manager, Delivery Manager, or Engineering Lead in complex client-facing environments
• Demonstrated ability to operate in a managed capacity or managed services setup with a strong focus on metrics and KPIs
• Strong customer-facing skills: stakeholder management, governance, negotiation, and clear communication
• Solid technical background, such as software engineering experience, with the ability to engage credibly with engineers and customer technical stakeholders
• Experience leading change: transitioning teams and processes, introducing new operational models, and driving adoption
• Comfortable with accountability, ambiguity, and building structure where it doesn’t yet exist
• English language proficiency at an Advanced level (C1) with exceptional communication abilities in both written and verbal mediums

Nice to have:

• Direct experience in Service Delivery / Managed Services roles (e.g., a Service Delivery Manager background)
• Familiarity with ITIL concepts (incident/problem/change), SRE practices, and SLA/SLO management
• Experience with distributed teams and multi-vendor customer environments

• Lead transition to Service Delivery model: plan and execute migration from the current engagement model into managed services/service delivery (people, process, tooling, governance)
• Own delivery health and performance: define, track, and improve operational metrics (KPIs), ensuring delivery outcomes meet agreed expectations (e.g., SLAs/SLOs where applicable)
• Act as a trusted partner for the customer; run regular governance meetings, communicate risks, manage expectations, and drive alignment on priorities
• Establish service management routines (incident/problem/change as relevant), reporting cadences, escalation paths, and quality controls
• Mentor and lead engineers/leads; ensure technical direction supports reliability, scalability, maintainability, and efficient delivery
• Identify bottlenecks, improve throughput and quality, and drive automation and standardization where beneficial
• Understand delivery economics (capacity, utilization, cost drivers) and make decisions that support sustainable service operations
• Travel frequently to the client to support transition, stakeholder alignment, and operational maturity
• Pragmatically adopt AI and automation to improve service outcomes
• Ensure secure, compliant, and transparent use of AI tools in customer environments
• Measure impact and avoid “tool-first” changes without a clear delivery benefit