Delivery Head

Role summary

The Delivery Head owns delivery outcomes and technical capability for Payments business. The role brings delivery owners and technical leads into one line, so every finhub client gets on-time, high-quality delivery from a team that keeps getting stronger.

Key responsibilities

Delivery

• Own on-time, on-budget, quality delivery across all finhub accounts, including implementations, change requests, upgrades and managed services.
• Run a single delivery governance rhythm: account status, RAID logs, release plans and steering-committee readiness.
• Own the fix on escalations: recovery plans, root-cause analysis and preventive actions, with the CS Manager handling the client communication.
• Make sure every account has a named delivery owner and technical lead, and close gaps
• Hand accounts over cleanly from implementation to steady state, including hypercare exit criteria.

Competency

• Build the finhub technical competency: skills matrix, certification paths, reusable accelerators and delivery playbooks.
• Plan capacity and staffing across accounts, and keep bench and utilisation healthy.
• Hire, onboard and grow technical leads and delivery managers; plan succession for key people.
• Balance load across the team, so no technical lead carries more than they can deliver well.

Commercial and customer

• Estimate and scope CRs and new work with India Sales, and stand behind the estimates.
• Join account business reviews
• Spot expansion opportunities from delivery and pass them to Sales and CS.

Experience and skills

Must have

• 15+ years in software delivery, with 5+ years leading multi-account delivery for banks or financial institutions.
• Hands-on delivery of payments, cash management or corporate banking platforms, ideally product-led implementations rather than pure services.
• Has led teams of 15 or more, combining delivery managers and technical leads.
• Track record of recovering troubled projects and handling executive escalations with bank stakeholders.
• Strong estimation, scoping and commercial sense for change requests and SOWs.

Good to have

• Working knowledge of Indian banking regulation affecting payments (e.g. RBI guidelines for payment aggregators and escrow).
• Building a competency or practice: skills frameworks, accelerators, hiring pipelines.
• Delivery for foreign banks or insurers alongside Indian banks.

Personal qualities

• Calm under pressure and direct with clients about risks.
• Coaches people and builds leaders, rather than doing the work for them.
• Comfortable working in a matrix with Sales, Customer Success and Engineering.