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