Technical Delivery Leader - Strategic Accounts

Technical Delivery Leader – Strategic Accounts | Narwal Position: Technical Delivery Leader – Strategic Accounts Location: Remote (Bangalore, Hyderabad, Pune, Chennai preferred) Employment: Full-Time Reports To: Chief Delivery Officer ABOUT NARWAL Narwal is an AI-powered, outcome-focused solutions provider helping Fortune 500 enterprises accelerate AI, Data, and Quality Engineering transformation across five countries. Combining deep engineering expertise with proprietary AI-led accelerators and reusable IP, Narwal drives faster, higher-quality, lower-risk delivery. Recognized on the Inc. 5000 and as a Great Place to Work , Narwal is redefining delivery — moving beyond effort-based models toward scalable, AI-powered execution. ROLE OVERVIEW The Technical Delivery Leader owns end-to-end delivery, operational governance, customer success, talent scaling, and delivery-led growth for a strategic enterprise account. This role serves as the primary delivery owner and executive escalation point, ensuring high-quality execution, predictable delivery, and strong alignment between customer expectations and Narwal's delivery organization. This is an ideal opportunity for a leader who combines enterprise delivery expertise with customer engagement capability, operational rigor, commercial acumen, and the drive to thrive in a high-growth, transformation-focused environment. Just as important, this is a delivery-led-growth role: account mining, renewals, and expansion are earned through delivery excellence, trust, and customer satisfaction. Technically conversant across AI, Data, and Quality Engineering, the Technical Delivery Leader leads customer conversations with credibility and partners closely with Narwal's Solutions organization — knowing what to bring, what to ask, and how to draw the right IP, accelerators, and solution architecture into the account. KEY RESPONSIBILITIES Technical Delivery Ownership Own end-to-end Technical Delivery across programs, projects, and managed services; ensure predictability, SLA adherence, quality, and customer satisfaction. Establish delivery governance through structured reviews, operational dashboards, risk tracking, and escalation management; drive accountability across Delivery Managers, Leads, Architects, and teams. Ensure SOW readiness, transition planning, and operational preparedness — including onboarding, access provisioning, and dependency management — for seamless execution of new engagements. Make AI-native delivery the default operating model in the account — drive AI-assisted and agentic engineering across the lifecycle (requirements to release) for materially faster, higher-quality, lower-cost delivery, with people and AI agents working together and AI autonomy expanded progressively as results earn it. Client & Executive Stakeholder Management Build and maintain strong relationships with customer leadership, business stakeholders, and executive sponsors; act as the primary accountability point for delivery and operational alignment. Lead governance reviews, steering committee discussions, and executive engagements; manage escalations proactively while driving trust, transparency, and long-term partnership. Drive customer satisfaction, relationship maturity, and delivery-led account growth through executive sponsorship and strategic alignment on business outcomes. Financial & Operational Management Own account-level financial governance: utilization, delivery margins, revenue realization, forecasting, and capacity planning; support revenue growth through delivery excellence and customer confidence. Drive operational efficiency through optimized delivery models, automation adoption, resource utilization, and governance improvements; partner with Finance on margin optimization and performance improvement. Delivery Governance, Risk & Compliance Establish scalable governance frameworks, KPI-driven reporting (RAG status, operational dashboards), and audit readiness; ensure compliance with contractual obligations and internal governance standards. Proactively identify and mitigate delivery risks, staffing gaps, scope changes, and execution challenges; drive delivery quality assurance mechanisms. Govern AI in delivery responsibly — put the guardrails, quality gates, code review, and security and compliance controls in place so AI accelerates delivery without adding technical debt, vulnerabilities, or risk, backed by the structured inputs and engineering standards that keep AI output reliable and trustworthy. Talent, Fulfillment & Capability Management Build and lead high-performing teams; partner with Talent Acquisition for timely fulfillment of volume and niche skill demands; drive pipeline readiness, interview conversion, and onboarding effectiveness. Lead capability development, succession planning, cross-skilling, employee engagement, and leadership growth initiatives aligned to account growth plans and long-term customer needs. Delivery-Led Growth & Continuous Improvement Partner with Growth, Solutions, HR, and Finance to support account mining, renewals, expansions, and strategic growth; validate delivery feasibility and resource readiness for new opportunities. Contribute to AI adoption, modernization, and transformation discussions; drive automation, reusable frameworks, and AI-powered operational improvements to enhance delivery productivity and customer outcomes. Serve as the liaison between the customer and Narwal's Solutions organization — bringing the right IP, accelerators, and architecture into the account, and drawing out the best-fit solution while Solutions' experts engage directly on the technical depth. Help customers put AI to work — champion AI adoption, AI-assisted development, and AI-first solutions in the account, bringing the internal Solutions organization's ideas, IP, and accelerators to the customer, and contributing to a culture of AI-first, modern engineering across both teams. QUALIFICATIONS Required Experience 15+ years in Technical Delivery Management, Program Management, or Global Technical Delivery leadership within IT/Technology Services organizations. Proven experience managing large strategic enterprise accounts in global delivery models across multiple programs, projects, and managed services engagements. Strong experience with North American enterprise customers, globally distributed delivery teams, and customer escalation / delivery health management. Prior experience as Technical Delivery Leader / Technical Head are strongly preferred. Technically conversant across AI, Data, and/or Quality Engineering — credible in technical conversations with customer leaders, able to grasp what is being solved and partner with the Solutions organization to land the right outcome (deep architecture and build expertise lives within Solutions). Core & Leadership Competencies Enterprise Technical Delivery & Program Management Strategic Account Governance & P&L Management Customer Stakeholder Management Financial Governance & Margin Awareness Talent & Fulfillment Management Delivery Risk & Escalation Management Global Delivery Model Management KPI-Driven Operational Governance Resource Planning & Capacity Management Cross-Functional Leadership & Collaboration Executive presence & ownership mindset Operational rigor, analytical & problem-solving capability Technical Fluency — AI, Data & Quality Engineering Solutioning Partnership & Customer Technical Engagement Preferred Qualifications Experience in AI, Data, Quality Engineering, Digital Engineering, or enterprise modernization ecosystems; exposure to AI-powered operational models and delivery automation. Account-level P&L management and profitability improvement in high-growth IT services organizations; high-volume fulfillment and niche skill demand management experience. Preferred Certifications: PMP | ITIL| SAFe Agile |Scrum | Cloud (AWS / Azure / GCP) |Delivery Governance / Program Management SUCCESS METRICS Delivery predictability & SLA adherence Customer satisfaction & executive stakeholder feedback Revenue realization & delivery margins Fulfillment effectiveness & onboarding efficiency Reduction in delivery escalations & operational risks Delivery-led account expansion, renewals & retention Team engagement, capability maturity & talent stability AI-assisted delivery adoption & measurable productivity and quality impact Narwal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. narwal.ai