Global Delivery Centre Head

1. Strategic • Develop an integrated view of the client’s needs (internal and external) and business requirements, and ensure quality services are delivered on time, within budget using best practice tools & techniques. • Lead and develop the service delivery function - Enable and champion a service delivery culture, promote ongoing service improvements, to improve quality and client satisfaction • Lead strategic initiatives - Review, reshape and develop processes and systems in order to ensure we provide world class delivery to our clients • Integration and alignment of agile frameworks and methodologies to accelerate agile adoption • Maintain a high level of utilisation across the delivery team • Overall accountability of the quality of service and performance - Ensuring future growth projections within clients of BAU environments are understood and factored into capacity planning for all associate systems and resources • Embed a culture of continuous improvement through the delivery team while meeting customer delivery deadlines and quality standards 2. Relationship Management • Develop and nurture relationships with clients and stakeholders across the business to understand and deliver on new business opportunities • Develop and maintain a strategic partnership with clients, and take accountability for the delivery of what has been commercially contracted 3. Communication & Coordination • Managing different stakeholder expectations • Detailed knowledge of the clients contracts and obligations (SOW), understanding the contractual risks and opportunities, and using them to your advantage • Take accountability for the identification, mitigation and management of all risks relating to the delivery of the business outcomes • Support the day-to-day operational management of the function. 4. Team • Hire capable, independent resources that can understand, communicate and execute client briefs accurately • Individual growth of service delivery teams - Work with the L&D team to structure training programs that directly impact work quality along with specific competencies • Build and drive a high-performance culture across business, suppliers, contractors and permanent staff to ensure single-minded focus on the outcomes of the programme • Manage the performance of the team, as well as promote and support career development

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