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