Responsibilities:

Delivery Ownership

• 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

• SLA / KPI delivery
  
• Client satisfaction and retention
  
• Delivery against commitments
  
• Operational stability
  
• Risk and escalation management
  
• Governance and compliance adherence
  
• Effective cross-functional execution
  
• Revenue and Margin attainment
  

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