Delivery Head

The Delivery Head will be responsible for end-to-end delivery, execution excellence,

and realization of client value for CreditNirvana's AI-driven end-to-end Collection

Platform.

This includes institutionalizing delivery discipline, leading multi-product

implementations for large BFSI clients, reinforcing governance, and driving operational

scale until the organization scales up across India, Southeast Asia, and MEA.

2. Primary Duties

A. Strategic Delivery Leadership

Define and institutionalize a single delivery methodology across more than 15 CN

products.

Lead the delivery for enterprise clients across NBFCs, Banks, Fintechs, and ARCs,

ensuring predictable, on-time, in-scope executions.

Translate business commitments into roadmaps of delivery, resource plans, and

milestones with clear accountabilities and governance.

B. Client Program Management

Serve as executive sponsor for key clients;
conduct weekly/fortnightly steering

committees with CXOs and functional heads.

Ensure transparent communication, escalation of issues, and alignment of

expectations with clients.

Delivery: Ensure adoption, value realization, and expansion opportunities through

structured delivery and measurable impact.

C. Cross functional Orchestration

Collaborate with the Product, Engineering, AI, Collections SMEs and Sales teams on

smooth implementation of the Maestro Agentic AI and Credit Nirvana's suite.

Translate customer needs into workable product configurations while maintaining

rigorous change request and scope control.

Drive continuous improvement loops-from implementation feedback to product

roadmap influence

D. Delivery Excellence & Governance

Delivery KPIs, SLAs, release management, documentation standards, and risk registers

will be established.

Institutionalize project hygiene such as daily trackers, minutes of meetings, UAT

governance, deployment readiness, and hypercare frameworks.

Build and lead a high-performing delivery organization comprising Customer Success

Managers, BAs, Product Leads, Engineering Teams, and Collections SMEs.

E. Operational Scale & Process Optimisation

Design scalable delivery playbooks to enable 5–10 concurrent enterprise

implementations.

Standardize onboarding templates, sprint cadence, QA protocols, and rollout models

across clients.

Knowledge management, reusable assets, best-practice libraries

F. Risk, Compliance & SLA Management

Own delivery risk frameworks, including technical, operational, client-side, data

security, and regulatory aspects.

Ensuring Perfios and client-side security, DPDP standards, audit readiness, and SLA

commitments are met.

Proactively drive mitigation to avoid client escalations, outages, or delivery slippages.

3. Key Performance Indicators (KPIs)

On-time Delivery: % of projects delivered within the committed timeline.

SLA Adherence: Uptime, issue resolution TAT, production stability

Client Satisfaction CSAT, NPS, renewal rates, revenue retention

Adoption metrics include module usage, AI agent penetration, and automation rates.

Delivery Throughput: Number of implementations delivered successfully per quarter

Efficiency: Reduction in rework, CR% reduction, velocity improvement

Team Performance Capability Uplift, Leadership Pipeline, Attrition Control

4. Candidate Profile

Experience

5-10 years in the delivery of enterprise SaaS, digital transformation, or technology

platforms in BFSI.

Strong exposure to NBFCs, Banks, and lending-technology systems will be preferred.

Proven track record in managing large multi-stakeholder enterprise technology

implementations

Leadership & Skills

Strong program governance, stakeholder management, and communication at the

CXO level.

Deep understanding of SaaS delivery processes, sprint-based execution, UAT cycles,

and production rollouts.

Diagnose delivery bottlenecks, enforce discipline, and drive high-velocity execution.

Experience with AI/ML-driven products will be a strong advantage.

High urgency;
structured thinking, with a problem-solving outlook, and able to operate

in an environment of a fast-scaling startup.

5. What This Role Enables

Direct impact on operational excellence and revenue realization.

Leadership visibility across the Perfios global organization.

Opportunity to shape India's leading Agentic AI-driven collections and recovery

platform