Delivery Owner

Role Summary

• As a Delivery Owner, you are responsible for the delivery of complex client projects across global and multi-region environments. 
• This is a senior delivery role requiring strong operational expertise, commercial awareness, and confident decision-making in fast-moving, ambiguous environments. The role owns end-to-end delivery outcomes and coordinates across multiple internal teams and client stakeholders to ensure commitments are delivered successfully.
• Success in this role requires strong ownership, urgency, problem-solving ability, and the confidence to act independently without waiting for direction.

You will Support Accounts Characterised By:

• Global / multi-region delivery
• Executive-level stakeholders
• Specialised  talent
• Regulatory and compliance requirements
• Customised delivery solutions
• Frequent change, ambiguity, and escalations
• High operational intensity

Responsibilities:

Delivery Ownership

• Own end-to-end delivery performance (SLAs, KPIs, quality, timelines, commercial outcomes in partnership with the DSL, SL)
• Lead delivery in complex, fast-changing environments
• Take full accountability for client commitments and outcomes
• Identify risks early and drive resolution
• Lead the resolution of incidents and ensure service continuity
• Balance client expectations with operational and commercial realities

Client & Stakeholder Management

• Build trusted relationships with senior client stakeholders (Directors, VPs, Executives)
• Lead governance and delivery discussions
• Provide clear recommendations and solutions
• Challenge unrealistic expectations constructively
• Act as a trusted delivery partner to the client

Cross-Functional Delivery Leadership

• Coordinate project delivery teams at all levels for successful delivery
• Drive accountability and execution across all delivery contributors
• Align internal teams (Ops, Talent, Finance, Compliance etc) to deliver priorities
• Remove blockers and manage dependencies
• Influence stakeholders without direct authority
• Support workforce planning for specialised talent needs

Governance & Compliance

• Ensure compliance with contractual, regulatory, legal, and security requirements
• Maintain strong governance and reporting standards

Requirements

What Sets You Apart

• You are highly self-driven, calm under pressure, and decisive. You take full ownership of outcomes and are comfortable operating independently in ambiguity.
• You communicate clearly at all levels, build trust quickly across diverse stakeholders, and are confident, challenging and influencing when needed.
• You are commercially aware, solutions-focused, and comfortable making decisions that balance client needs with operational reality. You know how to drive execution through others in a matrix environment without relying on direct authority.

Success Measures

• SLA / KPI delivery
• Client satisfaction and retention
• Delivery against commitments
• Operational stability
• Risk and escalation management
• Governance and compliance adherence
• Effective cross-functional execution
• Revenue and Margin attainment

Experience 

• 7+ years in Service Delivery, Project/Program Management, Operations, or Client Delivery roles
• Experience managing complex, multi-country or enterprise accounts
• Strong experience with executive stakeholders and high-pressure delivery environments
• Solid understanding of commercial impact, risk, and workforce coordination