Chief Delivery Officer

Location: Noida / Banglore/ Mumbai

Experience: 18+ Years

About the Role-

The Vice President / Chief Delivery Officer (CDO) will lead inMorphis global Delivery organization, driving delivery excellence across Professional Services, Managed Services, and Customer Success. This role is responsible for ensuring predictable delivery, customer satisfaction, operational efficiency, and profitable growth while building a scalable, high-performing delivery organization.

Region Covered- India, SEA and US

Key Responsibilities

Delivery Leadership

• Own end-to-end delivery of all ServiceNow engagements across implementation, AMS, and transformation programs.
• Drive delivery governance, quality, and operational excellence across all accounts.
• Ensure on-time, on-budget, and high-quality project execution.

Customer Success

• Build executive relationships with strategic customers.
• Lead delivery reviews, manage critical escalations, and drive customer retention and account growth.
• Achieve industry-leading CSAT and delivery outcomes.

Business & Financial Ownership

• Own Delivery P&L, utilization, margins, revenue realization, and forecasting.
• Improve delivery profitability through resource optimization and operational efficiency.
• Partner with Sales and Presales on large pursuits, solution reviews, and delivery commitments.

Delivery Governance & PMO

• Establish standardized delivery frameworks, risk management, resource planning, and quality controls.
• Monitor portfolio health, project performance, and delivery KPIs through executive dashboards.

Talent & Capability Development

• Build and mentor Delivery Managers, Program Managers, Architects, and Practice Leaders.
• Drive workforce planning, leadership succession, and capability development aligned with business growth.

Strategic Leadership

• Collaborate with Practice Heads to strengthen ServiceNow capabilities across ITSM, ITOM, CSM, HRSD, ITAM, IRM, SecOps, SPM, App Engine, and AI.
• Drive automation, AI adoption, and continuous improvement across delivery operations.

Key Success Metrics

• 95%+ On-Time Project Delivery
• CSAT ≥ 4.7/5
• Gross Margin & Delivery P&L Achievement
• Utilization ≥ 82%
• Revenue Forecast Accuracy ≥ 95%
• SLA Compliance ≥ 98%
• Reduction in Delivery Escalations
• Leadership Retention & Capability Growth

Qualifications

• 18+ years of experience in IT Services or Digital Transformation, with at least 10 years in senior delivery leadership.
• Proven experience leading large-scale ServiceNow delivery organizations and enterprise transformation programs.
• Strong commercial acumen with ownership of Delivery P&L, customer success, and operational governance.
• Exceptional stakeholder management, leadership, and strategic decision-making skills.