Manager Delivery Excellence
ZS
Role Summary
The Delivery Excellence Manager would be responsible for driving delivery maturity, operational discipline, and predictable outcomes across programs and portfolios. This role establishes and embeds delivery governance frameworks, strengthens risk management, modernizes delivery practices through digital and AI-enabled tools, and enables teams to consistently achieve high-quality results. The Manager acts as a trusted advisor to delivery, technology, and business leaders—helping reduce delivery risk, improve performance, and elevate client confidence.
Key Responsibilities
Delivery Excellence Strategy & Governance
- Develop and evolve delivery frameworks, maturity models, processes, and standards across the organization.
- Partner with leadership to drive accountability, delivery discipline, and adoption of best practices.
- Lead modernization of delivery practices, including platform-led and AI-enabled delivery capabilities.
Lead the Delivery Excellence (4A) Model
Assess:
Evaluate delivery maturity, risks, challenges, and readiness for high-impact programs.Activate:
Establish foundational delivery governance, ways of working, and KPIs for new or complex programs.Assist:
Provide targeted coaching and support to resolve delivery issues and improve execution.Audit:
Conduct periodic delivery audits and maturity reviews to ensure standards compliance and performance improvement.
Risk, Governance & Compliance Integration
- Strengthen delivery risk management and align practices with broader governance and compliance functions.
- Collaborate with Legal, Finance, Security, and PMO teams to shape cross-functional governance and controls.
- Support unified risk assessment methodologies to ensure consistent evaluation across programs.
Quality & Framework Development
- Enhance delivery frameworks, SOPs, playbooks, templates, and operating models.
- Promote quality assurance practices—peer reviews, coding standards, test hygiene, automation, and defect management.
- Drive digital and AI-enabled delivery improvements such as automated reviews, planning insights, and risk forecasting.
Stakeholder Engagement & Change Leadership
- Serve as a senior advisor to delivery and business leaders, guiding adoption of delivery excellence practices.
- Lead enablement programs—training, workshops, playbook rollouts, and communication initiatives.
- Champion delivery governance, quality culture, and proactive risk management.
Measurement & Reporting
- Define delivery KPIs and success measures, including predictability, quality, and risk indicators.
- Produce dashboards, insights, and maturity assessments to inform leadership decision-making.
- Quantify the impact of delivery excellence initiatives on program health and client outcomes.
Skills, Experience & Qualifications
Professional Experience
- 10–12 years in delivery excellence, program management, quality, operational excellence, or governance roles.
- Experience leading governance for large, multi-vendor, multi-team, or complex transformation programs. Exposure to large-scale delivery modernization or operational excellence initiatives.
- Strong background in delivery audits, readiness assessments, risk evaluation, and CAPA cycles.
- Experience collaborating across enterprise functions such as Legal, Finance, IT, Security, and PMO.
- Working knowledge of ISO 9001, CMMI, ITIL, ISO 27001, and other delivery/quality governance frameworks.
Technical & Methodological Skills
- Strong grounding in Agile, Hybrid, and SDLC methodologies; planning, estimation, backlog management, and QA.
- Proficiency in delivery governance tools (e.g., JIRA, ServiceNow, Confluence, project management tools, risk platforms).
- Understanding of AI-enabled delivery approaches (AI-assisted planning, automated review, risk sensing).
- Ability to design governance processes, metrics frameworks, dashboards, and reporting models.
Change Leadership & Communication Skills
- Demonstrated ability to drive behavior change and uplift delivery maturity across global teams.
- Strong facilitation skills—able to lead workshops, training sessions, and leadership briefings.
- Outstanding communication and influence skills with senior stakeholders.
Behavioral Competencies
- Structured, disciplined, and able to bring clarity in complex situations.
- Strong analytical and risk-sensing capability; proactive and solution-oriented.
- Consultative mindset—able to define “what good looks like” and guide teams toward it.
- Commitment to fostering a culture of accountability, quality, and continuous improvement.
Education & Certifications
- Bachelor’s degree required; Master’s degree preferred (MBA, Engineering, Operations).
- Preferred certifications: Lean Six Sigma Black Belt, CQE/CQA, Scrum Master/Agile Coach, CISA/CISM, ISO 9001/27001 Auditor/Implementer.
