Director of Solution Delivery
Sitetracker
Bengaluru, Karnataka, India
Posted on Sep 26, 2024
Sitetracker is a global software company committed to helping organizations build, deploy, and maintain
the next generation of critical infrastructure faster and more profitably.
The Solution Delivery team is responsible for ensuring that customers are onboarded successfully onto
our platform and are set up for long-term adoption.
As part of our continued growth in scaling our team in India, we are seeking to hire a Director of Solution
Delivery will be based out of Bangalore and will provide leadership across the team in India.
This role focuses on scaling the team to meet growing global demand, supporting implementations, and
creating focused centers of excellence. The ideal candidate will have a background in SaaS consulting
and implementations, with experience in the Salesforce platform considered a plus. The Director of India,
Solution Delivery will collaborate closely with international teams and senior leadership to ensure service
excellence and operational efficiency. This role is ideal for a visionary leader who thrives in a dynamic
global environment and is passionate about building and scaling teams to support a high-performing
software delivery organization.
Team Leadership and Management:
○ Build, lead, mentor, and manage a high-performing team of Solution Architects and
Solution Analysts in India, focusing on implementations.
○ Oversee recruitment, training, and development to scale the team for both current and
future demands.
○ Foster a culture of accountability, collaboration, and innovation within the team.
Service Delivery & Execution:
○ Oversee implementation work, ensuring projects are delivered on time, within scope, and
to the highest standards.
○ Align team activities with global strategies and ensure the team can meet the demands of
projects across multiple regions.
○ Stay up to date with the Sitetracker product and leverage knowledge to enable the team.
○ Support and guide the India team towards hitting departmental targets
Scaling for Global Demand:
○ Implement strategies to scale the team’s capacity for managing increasing project work
from global regions.
○ Standardize delivery processes, with a focus on implementation best practices, to
improve efficiency and reduce operational bottlenecks.
○ Ensure the team is agile and can handle both short-term and long-term project demands,
adapting quickly to changes in business requirements.
○ Manage and support the offshore model and suggest areas of process improvements.
Follow-the-Sun Model:
○ Develop and implement a "Follow the Sun" model for global Implementation delivery,
enabling continuous 24-hour operations.
○ Coordinate with teams in the Americas, EMEA, and APAC to ensure seamless handovers
of projects across time zones.
○ Build communication channels and protocols to support uninterrupted global operations.
Stakeholder Management:
○ Serve as the primary point of contact for global stakeholders in delivery projects, ensuring
transparency and alignment with business objectives.
○ Collaborate with senior leadership and external clients to provide updates on project
statuses, resource needs, KPIs, and strategic initiatives.
○ Engage with key stakeholders to identify opportunities for growth and process
improvement.
Performance Monitoring & Reporting:
○ Set clear KPIs and performance goals for the team, regularly tracking progress and
ensuring alignment with global objectives.
○ Analyze service delivery metrics, identifying areas for improvement and implementing
solutions to enhance SaaS project delivery.
○ Provide regular updates to global leadership on the performance of the India team and
the effectiveness of the offshore and onshore model.
The Skill
The Skill Set:
- 10+ years of experience in software service delivery, with at least 5 years in a leadership or director-level role.
- Proven experience in SaaS implementations and consulting, ideally within a global or multinational organization.
- Experience scaling teams to meet global demand and implementing operational models to support 24-hour global operations.
- Strong understanding of SaaS platforms, cloud architecture, and service delivery frameworks.
- Excellent leadership, communication, and interpersonal skills with a proven ability to influence and drive change.
- Experience working with global teams across multiple time zones.
- Strategic Thinking and Planning
- Team Building and Leadership
- Global Collaboration
- SaaS Expertise and Solution Delivery
- Process Optimization
- Strong Problem-Solving Skills
- Stakeholder Management
- ● Preferred:
- Salesforce platform experience is a strong plus, with familiarity in designing and delivering Salesforce solutions for global clients.
- Strong understanding of software development life cycle (SDLC), project management
- methodologies, and IT service management frameworks (e.g., ITIL).
Within 90 days you will:
- Have completed a team & capability assessment by reviewing the existing team’s skills, with a focus on their experience in implementations and have identified key strengths and gaps, especially in relation to the Sitetracker product and Salesforce.
- Have put together a team expansion & development plan to grow the team, focusing on hiring employees with expertise in implementations and consulting. Begin onboarding and training new talent.
- Establish relationships with global stakeholders, understanding project requirements, project methodology and business objectives.
- Review current service delivery processes, particularly in relation to SaaS projects, and identify inefficiencies or opportunities for improvement.
- Have developed a foundational knowledge of the Sitetracker platform, value proposition, and the customer industry processes the software support
Within 180 days you will:
- Implement process improvements to optimize delivery, focusing on faster turnaround times and better project handovers between global teams.
- Implement the "Follow the Sun" model, ensuring smooth global operations and handovers.
- Expand on the India team’s creation of Centers of Excellence, including QA, Data Migration and Sitetracker configuration
Within 365 days you will:
- Ensure that the "Follow the Sun" model is fully operational, with the India team seamlessly integrating into global project delivery processes.
- Scale the team to meet the growing global demands for implementations.
- Continuously improve team performance, demonstrating measurable improvements in delivery times, project quality, and client satisfaction.
- Drive ongoing improvements in service delivery, including automation, process streamlining, and team integration with global counterparts.