Customer Delivery Head

Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 149k+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future. Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies.

Years of Experience: Min. 15+ Years

The Program Governance, Risk & Value Realization Director/Manager is responsible for establishing and operating an integrated governance framework that ensures complex business and technology transformation programs are delivered predictably, risks are proactively managed, and intended business outcomes are realized.

This role serves as the independent oversight and assurance function for executive leadership, bringing together program governance, enterprise risk management, financial oversight, benefits realization, and decision support into a single operating model. The individual provides strategic visibility to senior stakeholders and enables informed decision-making through transparent reporting, actionable insights, and disciplined execution management.

A seasoned transformation professional with a consulting mindset who can seamlessly integrate Governance, Risk Management, and Value Realization disciplines to provide executive leadership with confidence that strategic programs are controlled, transparent, risk-aware, and delivering measurable business outcomes. This individual acts as the "single pane of glass" for program health, risk exposure, and realized value across complex enterprise transformation initiatives.

Key Responsibilities

Program Governance & Executive Oversight

• Design and implement governance frameworks aligned to organizational and client objectives.
• Establish Steering Committees (SteerCos), governance councils, reporting structures, and decision-making forums.
• Define governance standards, stage gates, review mechanisms, escalation paths, and operating rhythms.
• Drive adherence to program controls, delivery commitments, financial targets, and quality standards.
• Ensure alignment across business, technology, delivery, vendor, and executive stakeholders.
• Develop and maintain integrated RAID (Risks, Assumptions, Issues, Dependencies) frameworks.
• Identify, assess, prioritize, and monitor delivery, technology, operational, financial, compliance, security, and adoption risks.
• Lead risk reviews and facilitate mitigation planning with accountable owners.
• Track remediation progress and ensure timely closure of high-impact risks and issues.
• Escalate emerging concerns proactively and provide leadership with risk-informed recommendations.

Value Realization & Benefits Management

• Define business case assumptions, value drivers, success metrics, KPIs, and benefit realization plans.
• Establish mechanisms to measure financial and operational outcomes throughout the transformation lifecycle.
• Track realization of cost savings, productivity improvements, revenue enhancements, customer experience improvements, and strategic outcomes.
• Identify value leakage, benefit shortfalls, execution delays, and ownership gaps.
• Recommend corrective actions to improve realization of anticipated benefits.

Executive Reporting & Decision Support

• Develop executive dashboards, scorecards, governance packs, and management reports.
• Consolidate delivery performance, financials, resource status, risks, milestones, dependencies, and value metrics into a single program view.
• Translate complex program data into concise, decision-ready insights for CXOs and Steering Committees.
• Provide trend analysis, predictive indicators, and recommendations to improve program outcomes.

Compliance, Quality & Continuous Improvement

• Support audit readiness, compliance requirements, regulatory obligations, and internal control reviews.
• Conduct periodic governance health assessments and maturity reviews.
• Ensure quality gates, assurance checkpoints, and program standards are consistently applied.
• Drive continuous improvement initiatives to strengthen governance effectiveness and delivery predictability.

Key Stakeholder Interactions

• CIO, CTO, COO, CFO and Business Executives
• Program Sponsors and Steering Committees
• Business Process Owners and Functional Leads
• Delivery Partners, Vendors and System Integrators
• Internal Audit, Compliance and Quality Teams
• Transformation Directors , Program Managers and Project Managers
• PMO, Value Realization and Risk Teams

Required Qualifications‑Education

• Bachelor's Degree in Engineering, Technology, Business Administration, Finance, or related discipline.
• Master's Degree (MBA or equivalent) preferred.

Preferred Certifications

• PMP / PgMP / PRINCE2
• PMI‑RMP or Enterprise Risk Management Certification
• MSP (Managing Successful Programmes)
• SAFe Program Consultant (SPC) or equivalent Agile certification
• Benefits Realization or Value Management certifications preferred

Core Competencies

Functional Expertise

• Program Governance
• Benefits & Value Realization
• Transformation Management
• Financial and Business Case Management
• Compliance & Assurance

Leadership Capabilities

• Executive Presence and Influence
• Strategic Thinking
• Structured Problem Solving
• Decision Facilitation
• Stakeholder Management
• Negotiation and Conflict Resolution
• Data-Driven Storytelling

Success Measures

The role will be measured through:

• Governance compliance and decision effectiveness
• Reduction in critical program risks and issue recurrence
• Timely execution of mitigation and corrective actions
• Accuracy and transparency of executive reporting
• Achievement of planned business benefits and value targets
• Program predictability across scope, schedule, budget, and outcomes
• Stakeholder satisfaction and executive confidence
• Improvement in overall transformation success rates

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.

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