Requirements

• 7+ years in Service Delivery, Project/Program Management, Operations, or Client Delivery roles
  
• Experience managing complex, multi-country or enterprise accounts
  
• Strong experience with executive stakeholders and high-pressure delivery environments
  
• Solid understanding of commercial impact, risk, and workforce coordination
  

• Own end-to-end delivery performance (SLAs, KPIs, quality, timelines, commercial outcomes in partnership with the DSL, SL)
  
• Lead delivery in complex, fast-changing environments
  
• Take full accountability for client commitments and outcomes
  
• Identify risks early and drive resolution
  
• Lead the resolution of incidents and ensure service continuity
  
• Balance client expectations with operational and commercial realities
  

Client & Stakeholder Management

• Build trusted relationships with senior client stakeholders (Directors, VPs, Executives)
  
• Lead governance and delivery discussions
  
• Provide clear recommendations and solutions
  
• Challenge unrealistic expectations constructively
  
• Act as a trusted delivery partner to the client
  

Cross-Functional Delivery Leadership

• Coordinate project delivery teams at all levels for successful delivery
  
• Drive accountability and execution across all delivery contributors
  
• Align internal teams (Ops, Talent, Finance, Compliance etc) to deliver priorities
  
• Remove blockers and manage dependencies
  
• Influence stakeholders without direct authority
  
• Support workforce planning for specialised talent needs
  

Governance & Compliance

• Ensure compliance with contractual, regulatory, legal, and security requirements
  
• Maintain strong governance and reporting standards