Delivery Excellence Lead - Project Management

Job Description:

- We are seeking a highly skilled and experienced Delivery Excellence Leader to drive the implementation and operationalization of delivery excellence practices.

- This individual will play a pivotal role in establishing processes, standards, and governance to ensure consistent, efficient, and high-quality delivery across all projects.

- The ideal candidate has a background in operational and process excellence, ideally from technology or operations services firms, and possesses a proven track record in driving scalable, efficient delivery processes and client satisfaction initiatives.

Responsibilities:

Framework Development and Implementation:

- Design and establish a Delivery Excellence framework tailored to organizational and client needs.

- Develop standardized playbooks, quality gates, and performance metrics to ensure consistency and high-quality delivery.

Delivery Readiness:

- Validate team readiness by ensuring the right skills, staffing, and organizational structure are in place before project kickoff.

- Confirm contingency plans, including resource backup strategies, to mitigate risks from staffing or operational disruptions.

- Oversee the onboarding process, ensuring adherence to structured playbooks and client-specific requirements.

- Implement structured risk management processes to identify, document, and mitigate potential risks early in the engagement lifecycle.

Process Optimization and Scalability:

- Identify and resolve inefficiencies in delivery processes through root cause analysis and workflow enhancements.

- Drive process excellence initiatives that ensure scalability and efficiency across delivery engagements.

- Create and promote the adoption of best practices and standardized operating procedures/playbooks across delivery teams.

- Drive team capability building through training, skill assessments, and best practice sharing.

Client Satisfaction and Continuous Improvement.

- Integrate client feedback mechanisms to address concerns, enhance service quality, and drive continuous improvement across delivery teams.

- Monitor and report on client satisfaction metrics ( NPS, CSAT) to track progress and inform improvement initiatives.

Quality Assurance:

- Implement independent engagement audits and governance structures to monitor engagement performance and report findings to senior leadership.

- These reports should include insights on common risks (e. , under-resourcing, data compliance) and recommendations for mitigation.

- Develop strategic recommendations to address gaps, enhance client satisfaction, and ensure high-quality delivery outcomes.