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
Key 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
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
Requirements
- 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
Benefits
- Great Mission and Culture
- Meaningful Work
- Market competitive salary
- Quarterly variable compensation
- Comprehensive medical cover
- Group life insurance
- Personal development and growth opportunities
- Office snacks and lunch
- Periodic team building and social events
