Head of Delivery – Cloud B2B Sales

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

About the Role

We’re hiring an experienced Operations Manager to lead delivery for our Cloud B2B sales engagement program. This role owns the full operational performance of our on-site teams delivering pipeline generation, account/relationship management, and presales/solutions engineering services — ensuring we consistently hit contracted SLAs/KPIs, protect margin, and strengthen our standing as a trusted delivery partner to the client.

Key Responsibilities

• Own day-to-day delivery operations for the program across BDR, Account Managers, and Solutions architects globally
• Drive operating cadences: daily/weekly huddles, pipeline and deal performance reviews, capacity planning, and escalation management
• Build and maintain dashboards and reporting on productivity, quality, conversion, and SLA/KPI adherence for internal leadership and client stakeholders

• Serve as the primary operational point of contact for the client, managing governance calls, business reviews, and escalations
• Own contracted SLA/KPI performance and drive corrective action plans where targets are at risk
• Support contract renewals, scope expansions, and commercial reviews in partnership with account leadership

• Partner with WFM/staffing and recruitment to forecast headcount, plan ramps, and manage attrition across roles
• Own site-level budgeting and cost management, balancing margin targets with service quality
• Identify automation and process efficiency opportunities to improve unit economics and delivery quality

• Partner with HR, Compensation & Benefits, Training, Quality, and Finance to align staffing, incentive structures, and performance management with contractual and client expectations
• Work with Talent Acquisition to ensure hiring pipelines meet ramp schedules for new cohorts
• Support compensation benchmarking and org design conversations with internal leadership and client stakeholders as the program scales

• Lead process improvement and transformation initiatives (AI adoption, tooling adoption, new line-of-business launches, site scale-ups or transitions)
• Own risk management and business continuity planning for the site/program
• Drive change management and training rollout for new client requirements, tools, or process updates

Requirements

• 12+ years of experience in outsourced delivery operations with at least 6 years specifically in sales operations, or account/program management, ideally supporting a B2B tech, SaaS, or cloud (GCP/AWS/Azure) client
• Proven experience managing large, multi-line-of-business delivery teams against contracted SLAs/KPIs
• Strong grasp of sales engagement functions (e.g., BDR, account management, presales/solutions engineering)
• Experience managing client relationships, governance structures, and commercial/contract discussions
• Comfort with margin, budgeting, and cost-per-FTE management in an outsourced delivery context
• Excellent stakeholder management skills — able to represent the site/program credibly to client leadership
• Data-driven mindset with strong Excel/PowerPoint/BI reporting skills
• Bachelor's degree required; MBA or equivalent preferred

Nice to Have

• Direct experience delivering services against a hyperscaler client (Google Cloud, AWS, or Microsoft Azure) program
• Experience in managing B2B Sales operations engagements for corporate/enterprise customer segments
• Experience with tools like Salesforce, Tableau/Looker, and workforce management platforms
• Experience managing multi-site or multi-geography delivery for a single global client account

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability.

All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.