The Delivery Lead will oversee end-to-end delivery and operations for MarTech implementations and managed services, managing a team of 50-100 professionals. This leadership role requires strong people management, stakeholder engagement, and deep Salesforce Marketing Cloud ecosystem knowledge to drive operational excellence and client satisfaction across multiple concurrent engagements.
Job Description:
Key Responsibilities
Delivery & Operations Management:
- Lead MarTech platform delivery (primarily SFMC and Braze) and digital messaging programs from inception to completion
- Manage project portfolio ensuring on-time, on-budget delivery meeting quality standards
- Establish delivery governance frameworks, methodologies, and best practices
- Drive risk management, issue resolution, and escalation processes
- Monitor KPIs, delivery metrics, and project health dashboards
- Ensure compliance with contractual commitments and SLAs
- Champion automation, continuous improvement and process optimization
- Implement governance frameworks for quality assurance and compliance
Stakeholder Management:
- Build and maintain strong relationships with client stakeholders at all levels
- Navigate complex organizational structures to influence decision-makers and drive outcomes
- Manage stakeholder expectations, negotiate commitments, and drive consensus
- Address concerns proactively and implement corrective action plans
- Participate in strategic discussions with client leadership
- Serve as primary escalation point for key client accounts
Team Leadership & People Management
- Lead, mentor, and develop team of 50-100 delivery professionals
- Build high-performing organization with clear career progression paths
- Manage resource allocation, capacity planning, and utilization optimization
- Foster culture of collaboration, innovation, and accountability
- Conduct performance reviews, coaching, and identify skill development needs
Capability Building:
- Lead the centre of excellence for digital messaging
- Drive knowledge sharing and mentoring programs
- Build specialized capabilities in emerging platforms and advanced platform features
Innovation
- Work with the central AI and Innovation team to conceptualize and build Ai solutions
- Develop reusable accelerators and solution frameworks
- Required Qualifications
Experience:
- 15+ years in IT/digital services delivery with 7+ years in leadership roles
- Proven track record managing large teams (50+ members) across multiple projects
- Extensive experience with platform implementations and managed services of Marketing Automation platforms like SFMC, Braze, etc.
- Deep understanding of SFMC platform (modules, capabilities, data model, API architecture) and its ecosystem integrations with Sales Cloud, Service Cloud, and other Salesforce/third-party platforms
- Familiarity with data model, API architecture, and integration
- Experience working with US-based teams/customers with partial overlapping of US work timings
- Prior offshore/nearshore delivery model experience
Additional Requirements:
- Salesforce Marketing Cloud certifications (Email Specialist, Consultant, Developer)
- Experience with advanced SFMC features: Einstein AI, Interaction Studio, Predictive Analytics, Marketing Cloud Intelligence, Accelerators
- Multiple platform expertise (Braze, Adobe Campaign, etc.)
- Track record of building and scaling delivery organizations
Location:
DGS India - Mumbai - Thane Ashar IT Park
Brand:
Merkle
Time Type:
Full time
Contract Type:
Permanent