Service Delivery Director (DPO)

Job Summary

Role Overview:

We are seeking a seasoned Customer Focused Delivery Lead with strong customer-facing experience to lead end-to-end delivery and adoption of our product Toscana Workflow Management System (WFMS) across multiple clients and domains (Insurance, Healthcare, BFSI, etc.). The ideal candidate will combine deep technical understanding with strong functional domain knowledge, delivery leadership, and customer engagement skills.

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Key Responsibilities

Key Responsibilities:

• Customer Engagement & Stakeholder Management
• Serve as the single point of contact for client stakeholders – IT, Ops, and Business – throughout the delivery lifecycle.
• Translate customer business needs into solution requirements and ensure alignment with Toscana-WFMST product capabilities.
• Drive onboarding, UAT, production rollout, and post-go-live support.

Techno-Functional Delivery Leadership

• Own and drive successful delivery of Toscana-WFMS implementation and integration projects.
• Collaborate with product and engineering teams to drive custom enhancements, bug fixes, and automation features.
• Ensure delivery excellence with high quality, adherence to timelines, and SLAs.
• Guide functional consultants, business analysts, developers, and testers to align with the delivery roadmap.

Domain & Solution Expertise

• Provide domain leadership in areas like claims processing, operations workflow, SLAs, ticket/queue management, etc.
• Configure and demonstrate the Toscana-WFMST features – dynamic forms, workflows, dashboards, access management, connectors, and reporting.
• Partner with customers on solutioning, gap analysis, and optimization opportunities.

Customer Feedback & Quality Management

• Act as a feedback loop to the product team with customer insights and enhancement needs.
• Contribute to the Toscana-WFMST roadmap by identifying reusable patterns and scalable components.

Skill Requirements

Must-Have Skills:

• 15+ years of experience in IT delivery, with at least 5+ years in a techno-functional leadership role.
• Experience in workflow management or operations platforms/tools (BPM, WFM, Case Management).
• Strong functional knowledge of Insurance, Healthcare, or BFSI domains.
• Hands-on understanding of technologies like Angular, Spring boot, NodeJS, SQL Server, REST APIs, and integration layers.
• Demonstrated success in managing customer delivery and escalations.

Required Skills:

• Experience with tools like n8n, Camunda, or low-code workflow platforms.
• Knowledge of PII handling, access control, and regulatory compliance frameworks.
• Experience with agile delivery and enterprise-grade deployments.

Other Requirements

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and stakeholder management abilities.
• Ability to lead cross-functional teams in a matrix environment.
• Strategic thinker with attention to detail and execution.

Education Qualification:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or related fields.
• Certifications in Agile, BPM, or relevant domains (preferred).