Head of Service Delivery

4 days ago

Manila, National Capital Region, Philippines ACTUATE BUILDERS, INC. Full time

The Head of Service Delivery is responsible for ensuring that all construction projects are delivered on time, within scope, and with the highest standards of quality and safety. This role oversees the execution of both horizontal and vertical construction projects, ensuring operational excellence, client satisfaction, and continuous process improvement. The Head of Service Delivery collaborates with internal and external stakeholders to drive efficiency, maintain compliance with regulatory requirements, and uphold the company's mission to build a world-class Philippines. This is an onsite work in our office in BGC Taguig.

Duties and Responsibilities

  • Lead the end-to-end execution of construction projects, ensuring alignment with contract terms, client expectations, and business objectives.
  • Develop and implement project delivery strategies that improve operational efficiency, reduce risks, and enhance quality.
  • Oversee and manage the performance of project managers and site teams to ensure timely completion of projects while meeting safety and quality standards.
  • Establish and monitor key project performance metrics to drive continuous improvement and accountability.
  • Collaborate with procurement, contracts, and commercial teams to optimize cost and resource allocation.
  • Maintain strong relationships with clients, suppliers, and subcontractors to ensure seamless project execution.
  • Drive technology adoption and process automation to enhance efficiency in service delivery.
  • Ensure full compliance with safety regulations, labor laws, and environmental standards.
  • Lead post-project evaluations and implement lessons learned for continuous improvement.
  • Mentor and develop a high-performing service delivery team, fostering a culture of excellence and accountability.

Educational Requirements

  • Bachelor's degree in Civil Engineering; a Master's degree is a plus.
  • Must be a licensed Civil Engineer.
  • Additional certifications in project management (e.g., PMP, PRINCE2) are an advantage.

Skills & Competencies Requirements

  • Strong leadership and project management skills.
  • Excellent stakeholder management and client relationship-building abilities.
  • Deep understanding of construction methodologies, contract management, and risk assessment.
  • Data-driven decision-making skills, with the ability to analyze and optimize service delivery processes.
  • Strong problem-solving and conflict-resolution skills.
  • Excellent communication and presentation abilities.
  • Has a sales mindset

KPI Targets

  1. Project On-Time Completion Rate – 100% of projects delivered on or before the agreed deadline.
  2. Project Quality Rating – Minimum of 95% compliance with internal and client quality standards.
  3. Safety Compliance Rate – 100% adherence to safety protocols with zero major incidents.
  4. Client Net Promoter Score (NPS) – Maintain a minimum NPS of 50, ensuring a high level of client satisfaction and loyalty.
  5. Operational Efficiency Improvement – Achieve at least a 10% reduction in project execution inefficiencies annually.
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