The Head of Delivery and Operations has the responsibility for all the project deliveries that are/will be undertaken by the COMPANY. This includes the implementation of the Point Solutions, Veris Billing and CRM implementation and other innovative solutions.
Responsibilities of the role includes:
Work closely with the Head Centre of Excellence and the Head Innovation to define, design and confirm the project implementation strategies and details.
Provide Project Direction, Implementation Strategy and Plan, Resource Planning and Execution.
Determine the project approach, staffing, responsibilities, and schedule.
Tap into COMPANYs collective resource pool for staffing considerations. Work closely with shared services for recruitment and resource onboarding matters.
Define and communicate clearly team member roles and expectations.
Develop and/or review estimates and estimates assumptions for the projects schedule, effort, and cost using established estimating models, best practices, and past experience.
Ensure effective coordination and cooperation between offshore deliveries with onsite deliveries.
Review, and is responsible for, the overall development and integration of requirements and coordination of relevant parties to deliver the solution.
Ensure that all requirements, project plans, and changes to commitment are communicated to all affected teams and team members, involving the other heads and solution team.
Measure and monitor progress at clearly defined points in the process to ensure that the project is delivered on time, within budget, and that it meets or exceeds expectations. Balances scope, schedule, budget, quality and risks. Make adjustments as necessary.
Manage and resolve risks and issues, and invoke the necessary management escalations to maintain the project timelines or rein in schedule in the event of potential project delays.
Review and manage all changes to the requirements, defect management and operations and maintenance services issues through a formally defined process.
Represent the project team at client meetings. Obtain buy-in from senior management for all key project plans, commitments and changes including requirements, quality assurance plans, budget, schedule, and scope changes.
Ensure that the end product fulfils the contract and meets the sponsor's expectations.
Manage relationships and coordinate work between teams. Manage relationships with all suppliers and subcontractors. Monitor their progress and adherence to the contract.
Ensure that the project team (including vendors) complies with the Standards and applicable security, privacy and safety requirements by following all quality assurance processes, including periodic reviews and transitions.
Delegate to the right project team managers.
Maintain and promote team morale.
Provide visibility to COMPANY Leadership on project financials and progress.
Facilitate the creation of a knowledge exchange based on collateral's built by the project team.
Champion methodology and proven practices.
Create success stories to aid future sales and opportunities
Support new sales pursuit.
The ideal candidate will be a seasoned Programme Director with a proven track record of growth and success as demonstrated by strong upward IT career progression over the past 15+ years.
He/she will have experience managing all the functions of a mature, complex IT organisation in a highly competitive corporate environment with multi-million dollar budgets. He/she will have worked in at least one best- in-class multinational with world-class management practices and have served end users groups of 1000+.
The new Head of Delivery and Operations will have international work experience (global leader) and the ability to manage geographically distributed organizations and work collaboratively with subsidiaries and remote offices across multiple cultures, languages and regions.
Fluency in English is a must with other languages a plus (especially Hindi and/or Mandarin). Experience in Telecommunication sector will be viewed favorably with an understanding of strong customer-focused service industries a must.
The ideal candidate will possess a collaborative and highly communicational working style. They will possess an impeccable reputation and be a person of unquestionable integrity with high professional standards and a strong work ethic.
The list of attributes valued by the COMPANY includes integrity, ownership mindset, continual improvement, stewardship mentality, respect for the individual, team work and commitment to excellence.
In terms of the performance and personal competencies required for the position, we would highlight the following:
Setting Implementation Strategy & Plan
Is organizationally savvy and personally effective and thus has a proven track record of being able to turn visionary, innovative ideas into tangible results via project implementations.
Able to think strategically but also be a master of tactical details
Executing for Results
Drives flawless execution of day-to-day operations, as well as contributing to continuous improvements in client service experiences and management of critical projects and programs.
Aggressively and relentlessly pursues excellence and measures achievements not only by immediate function results, but also by the success of the entire COMPANY.
Prioritizes reliability and quality in all production operational environments, measures success by offering a seamless, trouble free, predictable and reliable systems environment and clearly identifies situations that present unacceptable business risk.
Has a passion for maintaining the highest standards of quality and availability of technical services in a dynamic environment.