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

Requirements

What Sets You Apart

You are highly self-driven, calm under pressure, and decisive. You take full ownership of outcomes and are comfortable operating independently in ambiguity.
You communicate clearly at all levels, build trust quickly across diverse stakeholders, and are confident, challenging and influencing when needed.
You are commercially aware, solutions-focused, and comfortable making decisions that balance client needs with operational reality. You know how to drive execution through others in a matrix environment without relying on direct authority.

Success Measures

Experience

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

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Mid-level Project, program management jobs in Kitengela, Kenya