Responsibilities
- Establish and articulate a strategic vision for Customer Delivery Management that supports overall business and delivery center objectives.
- Promote ongoing enhancement of delivery frameworks, workflows, and client-facing experiences through innovation.
- Supervise full lifecycle service delivery, ensuring compliance with service level agreements, performance indicators, and quality benchmarks.
- Enforce disciplined governance across incident, problem, change, and service level processes based on ITIL principles.
- Maintain and evolve service references and portfolio expertise within the delivery center, aligned with client expectations and industry developments.
- Lead growth efforts by identifying internal customer needs, co-developing offerings, and validating costs and acceptance for new solutions.
- Serve as the top escalation contact for major incidents and strategic delivery challenges.
- Develop and sustain trusted relationships with internal clients and key stakeholders to ensure satisfaction and collaboration.
- Ensure close coordination with other delivery units in the GDC for unified service execution.
- Collaborate with Business Operations to refine workflows, advance automation, and improve financial and operational performance.
- Engage in enterprise-wide projects to modernize delivery approaches, integrate AI-enabled tools, and elevate customer outcomes.
- Bridge Customer Delivery Management with other functional areas to unlock synergies and deliver greater value.
- Act as the principal contact for critical internal partners, managing expectations and cultivating relationships focused on growth.
- Lead budget formulation, cost oversight, and workforce planning for the organization.
- Track profitability and optimize resource usage across delivery teams structured as Tribes and Squads.
- Manage capacity planning and forecast future demand to align resources with business needs.
- Lead and motivate a high-performing delivery organization structured in Tribes and Squads.
- Coach and develop Tribe and Squad leaders to promote teamwork, ownership, and continuous development.
- Identify risks in service delivery and implement proactive mitigation plans.
- Ensure adherence to corporate policies, information security protocols, and regulatory standards.
Team
Delivery teams are structured in Tribes and Squads, each aligned to specific internal customers to ensure focused service management and accountability.
Team
Structure: Team organized into Tribes and Squads, each dedicated to specific customers
