Head of Service Delivery & Engineering - North America Enterprise Business (NA-EB)

As the Head of Service Delivery & Engineering - North America Enterprise Business, you will be the focal point for all of Confiz’s service delivery for its large fortune enterprise customers in North America. You will be reporting to GM-North America Enterprise Business, and will have multiple delivery leads in your direct reports who you will mentor, coach and manage to successfully deliver tens of millions of dollars profitable revenue. You will identify capability gaps in your team and will help fill those gaps by uplifting leaders form with-in and/or by bringing in new leaders from outside of Confiz. You will forge strong client relationships, run a P&L, manage financial performance, and align our professional services with the company’s strategic vision, ensuring our continued success and excellence. 

Responsibilities: 

• Lead, mentor, and manage the North American professional services team to achieve high performance and deliver exceptional client service. 
• Foster a collaborative and innovative team environment both in USA and with teams in multiple Global Delivery Centers (GDCs). 
• Oversee the service delivery of all North American enterprise customer engagements, ensuring a high CSAT / NPS. 
• Develop and implement best practices, methodologies, and tools for efficient service delivery.  
• As a member of NA-EB Executive Leadership Team (ELT) - develop service delivery strategy and plans and contribute to the NA-EB regional strategy. 
• Identify opportunities for growth and expansion of the professional services division in the North American region. 
• Build and maintain strong relationships with key clients, acting as a trusted advisor and primary point of contact while providing tailored solutions. 
• Develop and manage the professional services budget, ensuring financial objectives are met.  
• Monitor, manage, and report on the financial performance and P&L of the professional services division. 
• Ensure all professional services activities comply with relevant industry standards and regulations.  
• Demonstrate a thorough understanding of industry standards for service excellence (ISO, CMMI and the likes). 
• Conduct regular audits and reviews to ensure ongoing compliance with service excellence SOPs. 
• Manage a healthy working relationship with your counterparts in multiple Global Delivery Centers (GDC). 
• Manage customer escalations. 
• Establish strong relationship with customer C-Level and C-Level (N-1) personnel. 

Requirements:

• Bachelor’s degree in engineering, or a related field. 
• Reasonable understanding of latest technologies, platforms and technology service areas (ERP, DevOps, Mobility, Data, AI, Cloud, Managed Services etc.). 
• Minimum of 20 years of experience in professional services, consulting, or a related field, with at least 5 years in a leadership role.  
• Understanding of ISO standards & CMMI requirements.  
• Proven track record of successfully managing large, complex projects and delivering results.  
• Strong leadership and team management skills.  
• Excellent client relationship management abilities.  
• Exceptional communication and presentation skills.  
• Strategic thinking and problem-solving capabilities.  
• Ability to work collaboratively with cross-functional teams. 

We have an amazing team of 700+ individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 100 retail and CPG companies, leading store chains, fast-growth fintech, and multiple Silicon Valley startups.

What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015, 27001:2013 & 20000-1:2018 certified. We have a vibrant culture of learning via collaboration and making the workplace fun.

People who work with us work with cutting-edge technologies while contributing success to the company as well as to themselves. 

To know more about Confiz Limited, visit: https://www.linkedin.com/company/confiz-pakistan/