Delivery Excellence Head

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Head of Business Development | Talent Acquisition | Sales & Account Management | INTJ-A

Delivery Excellence Head

Summary:

The Delivery Excellence Head in the Philippines plays a crucial leadership role, focusing on driving high-quality service delivery, process optimization, and client satisfaction. They are responsible for leading cross-functional teams, managing project execution, and ensuring that projects are delivered on time, within scope, and at the highest quality. This position requires a combination of project management expertise, strategic thinking, leadership skills, and a deep understanding of client needs and expectations.

A Delivery Excellence Head is responsible for overseeing the successful delivery of services or products, ensuring high-quality standards, optimizing delivery processes, and enhancing customer satisfaction. This role focuses on aligning project delivery with business goals, managing delivery teams, and maintaining best practices for project management, process optimization, and continuous improvement.

The Delivery Excellence Head often works closely with leadership teams, including project managers, client-facing teams, and quality assurance personnel, to drive operational efficiencies and ensure that projects are completed on time, within budget, and to the required standards.

Key Responsibilities:

• Leadership and Team Management:
• Lead and manage a cross-functional delivery team, including project managers, business analysts, technical leads, and quality assurance specialists.
• Foster a culture of excellence and high performance within the team, ensuring continuous development through coaching, mentoring, and performance reviews.
• Ensure alignment across teams to meet client requirements, project goals, and organizational standards.
• Champion the company's core values, ensuring that all delivery efforts are aligned with the company's mission and customer expectations.
• Delivery Strategy and Execution:
• Develop and execute strategies to improve delivery efficiency, effectiveness, and quality.
• Oversee the end-to-end delivery of all projects, ensuring they meet agreed timelines, budgets, and quality metrics.
• Monitor and track project progress, resolve issues, and ensure projects stay on track by managing resources effectively.
• Continuously evaluate delivery processes, identifying areas for improvement and implementing best practices for project execution.
• Process Improvement:
• Drive continuous improvement initiatives by identifying inefficiencies or bottlenecks in the delivery process and recommending solutions.
• Establish and enforce delivery best practices, methodologies, and frameworks (e.g., Agile, Scrum, Waterfall, etc.).
• Standardize delivery processes across projects to ensure consistency and high-quality output.
• Client Engagement and Satisfaction:
• Serve as the primary point of contact for clients throughout the project lifecycle, ensuring that their expectations are met and exceeded.
• Conduct regular client meetings, status updates, and reviews to ensure satisfaction and address any concerns.
• Develop and maintain strong, long-term relationships with key clients, becoming a trusted advisor to them.
• Ensure client feedback is collected and acted upon to continually improve delivery outcomes.
• Proactively identify risks and potential challenges that may impact the delivery of projects.
• Implement mitigation strategies to address risks and minimize any negative impact on project delivery.
• Establish risk management protocols and ensure that the team is equipped to manage unforeseen issues.
• Metrics and Reporting:
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness and quality of delivery processes.
• Provide regular reports to senior management and stakeholders on the status of ongoing projects, resource utilization, and delivery performance.
• Use data and analytics to drive decision-making and improve the quality of service delivery.
• Collaboration with Senior Leadership:
• Work closely with senior management to align delivery strategies with business objectives and company goals.
• Provide strategic insights and recommendations to improve the overall service delivery model and client satisfaction.
• Ensure resource planning and capacity management are aligned with future delivery demands.
• Change Management:
• Lead and manage change initiatives within the organization to enhance delivery performance and adapt to new business needs.
• Communicate and manage change effectively across teams to ensure smooth transitions and minimize disruption.

Qualifications of a Delivery Excellence Head in the Philippines

Educational Requirements:

• Bachelor's degree in Business Administration, Engineering, Information Technology, or a related field.
• Master's degree (MBA or relevant master's degree) is a plus.
• Relevant certifications in project management (e.g., PMP, PRINCE2, Agile/Scrum certifications) are highly desirable.

Experience Requirements:

• 10+ years of experience in project management, delivery management, or a related role, with at least 5 years in a leadership or managerial capacity.
• Proven experience in managing the delivery of complex projects across various industries (e.g., IT services, consulting, telecommunications, or software development).
• Strong background in managing cross-functional teams and working with senior leadership.
• Experience with Agile methodologies (Scrum, Kanban) and traditional project management approaches (Waterfall).
• Familiarity with tools like Jira, Trello, MS Project, and Asana for managing and tracking project progress.

Technical Skills:

• Project Management: Expertise in managing large-scale projects and programs, with a solid understanding of project management methodologies (Agile, Scrum, Waterfall).
• Process Improvement: Experience in implementing and improving delivery processes, using frameworks such as Lean or Six Sigma.
• Client Management: Strong client-facing experience, with the ability to manage relationships, expectations, and resolve conflicts.
• Risk and Change Management: Proven ability to manage risk and implement change management strategies effectively.
• Data Analytics: Ability to use performance metrics and analytics to drive decision-making and improve project delivery.
• Budgeting and Resource Management: Proficiency in budgeting, resource allocation, and capacity planning.

Soft Skills:

• Leadership: Strong leadership capabilities to manage, mentor, and guide cross-functional teams toward a common goal.
• Communication: Excellent written and verbal communication skills, with the ability to present complex information to senior management and clients.
• Problem-Solving: Strong analytical and problem-solving skills to address challenges that arise during delivery and ensure that projects are executed successfully.
• Collaboration: Ability to collaborate effectively with multiple stakeholders, including development teams, senior executives, and clients.
• Negotiation Skills: Ability to negotiate timelines, resources, and deliverables with clients and internal teams.

Certifications (Preferred but not required):

• Project Management Professional (PMP)
• Agile Certifications (e.g., Certified ScrumMaster (CSM), SAFe Agilist, or other Agile frameworks)
• Six Sigma or Lean Certifications (e.g., Lean Six Sigma Green Belt/Black Belt)

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• IT Services and IT Consulting

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