ACS Solutions - Delivery Head - Retail/Travel/Transportation Sector

Delivery Head - Retail/ Travel & Transportation - Job Description

Job Summary:

The vertical Delivery Head for Retail and Travel/ Transportation will lead and manage the delivery strategy and operations for the retail and transportation sectors. This role will focus on ensuring exceptional service delivery, optimizing operational efficiency and enhancing customer satisfaction while aligning with overall business objectives. The ideal candidate will possess extensive industry knowledge combined with strong leadership and strategic planning capabilities.

Key Responsibilities:

Strategic Leadership:

- Oversee global engagements, leading teams of 500+, revenue base clients.

- Developing implementable transformation strategies for our Retail and Travel/ Transportation clients, based on the understanding of the current and desired future states.

- Developing reusable consulting assets to help improve quality and accelerate time-to-delivery for client engagements.

- Proactively penetrate opportunities, win new business, and manage program delivery through customer excellence.

Customer and Client Management:

- Foster excellent customer relationships at all levels.

- Experience in creating and using PM artefacts like project/program plan, risk/issue logs, status reporting, proposal decks, client visit presentations, business case, benefits tracking & resource utilization reports.

- Conduct meetings with customer stakeholders and maintain a 100% annual customer score.

- Prepare and present quarterly business reviews with VPs and CIOs.

Operational Excellence:

- Ensure smooth delivery, revenue, and margin goals are met, with proactive measures to avoid penalties.

- Drive delivery excellence, quality, workforce transformation, and design governance and dashboards for delivery metrics.

- Transform Delivery to increase revenue potential within existing customer bases and be able to work on project financial aspects and business strategies for cost optimization.

Collaboration and Communication:

- Maintain a collaborative mindset with internal stakeholders by coordinating with supporting teams like Sales, HR, Infrastructure, Facilities, Learning and Development to make delivery happen and make sure delivery team have the right tools to do their job.

- Lead executive-level customer communications and internal discussions with cross-functional teams.

- Drive transformation across all aspects of delivery and support functions in partnership with Talent Acquisition, Training.

Performance and Development:

- Conduct appraisals, provide frequent feedback, and make decisions on hiring in collaboration with HR/Resourcing teams.

- Establish KPIs and metrics to evaluate the performance of delivery operations.

- Conduct regular assessments to identify areas of improvement and implement necessary changes.

- Responsible for bottom-line margins and margin improvement initiatives.

Market Analysis:

- Stay informed about industry trends, challenges and opportunities within the Retail and Transportation sectors.

- Use insights to adjust delivery strategies and anticipate client needs effectively.

Must-Have Qualifications:

- University degree; BS/ MS/MBA.

- Drive Retail/ Transportation solutions business as a subject matter expert.

- 15 years of experience in delivery management or operations within the retail and transportation verticals.

- Ability to thrive in a fast-paced dynamic environment and manage multiple priorities effectively.

- Experience in digital transformation initiatives in Retail or transportation industry is desirable.

- Ensure technology aligns with the business goals and optimizes operational efficiency through KPIs, viz; % of projects delivered on time, budgeted vs actual costs, % of business processes transitioned to digital platforms etc.

- Proven track record of delivering consulting engagements at international corporations in areas like program governance setup, strategy & business alignment.

- Hands on intensive experience in creating and using PM artefacts like project/program plan, risk/issue logs, status reporting, proposal decks, client visit presentations, business case, benefits tracking & resource utilization reports.

- Highly aware of latest program management trends.

- Good understanding of (digital) technology trends e.g., Cloud platforms, Analytics.

- Excellent communication and presentation skills; able to explain complex technical topics to business audiences.

- Understanding Scrum framework and CI/CD Continuous Integration and Deployments. Experience handling difficult customers.

Skills Needed:

- Exceptional customer relationship management skills.

- Excellent presentation and communication skills.

- Strong collaboration mindset.

- Proficient in pricing preparation and negotiation.

Preferred Qualifications:

- Experience with integration and consolidation.

- Familiarity with various business verticals and industry updates.

- Have a natural appetite for continuous discovery and improvement and at the same time deliver impactful client engagements.