Head of Delivery

London, England, gb
Company: Expleo
Category: Transportation and Material Moving Occupations
Published on 2021-06-16 06:00:52

Overview

Leads and takes overall ownership of the delivery service offering, developing and executing a solution strategy and business plan that supports business growth and delivery capability. Acts as a leader for client engagement, whilst leading activities and being responsible for the maintaining and achievement of a growing revenue and profit stream. Delivers high-level quality innovative solutions whilst building mutually productive relationships both internally and externally, ultimately ensuring client needs and expectations are met. Responsible for the health and growth of client relationships and ensuring the quality of client engagement across the Expleo portfolio of accounts. Responsible for the strategic direction and profitable delivery by driving large and complex professional services engagements.

Responsibilities

Client Management:

  • Leads the Client Engagement team to assess delivery capabilities, maintain the training plan, attract and assess talent required to support current demand and future growth of the business.
  • Responsible for delivery of high quality client solutions, ensuring all engagements and projects are properly scoped, completed on or ahead of schedule, costs are managed to budget and customer expectations are exceeded.
  • Managing delivery quality to meet both Gross Profit targets and to ensure client expectations are met/exceeded.
  • Participates in formal client progress review meetings, including providing relevant reporting as agreed on a client-by-client basis based on standard Expleo approaches.
  • Ensures appropriate governance and client engagement frameworks are applied in managing operational relationships with clients and increasing customer satisfaction.
  • Ensures consistently high quality delivery across all accounts, through the application, verification and continuous improvement of delivery governance processes.
  • Intervenes where there are any delivery challenges and escalations to resolve delivery issues quickly and effectively, managing customer perception.
  • Accountable for monitoring and escalating revenue, profitability, utilisation, margin and client satisfaction on all accounts.
  • Business Development:

  • Works with sales in proposing solutions to clients and articulating the business benefits they offer.
  • Works with Sales to translate, analyse and define client requirements and provides the required engagement solutions in the assigned time frame.
  • In existing accounts identifies potential sales and growth opportunities, opportunities to increase GP and contain costs, and leads efforts to capitalise on those opportunities.
  • Responsible for the health and growth of client relationships and ensuring the quality of client engagement across the Expleo portfolio of accounts.
  • People Management:

  • Leads the hiring, developing and retaining of the best talent in Engagement Management.
  • Leads the development and lifecycle management activities including capability management, skills development and mentorship for client delivery including Engagement Managers and Engagement Leads
  • Service Innovation:

  • Drives the implementation of best practice and innovative delivery initiatives in line with company strategy.
  • Responsible for the strategic direction and profitable delivery by driving large and complex professional services engagements.
  • Sets up, leads and delivers the programme, taking responsibility for contract execution, strategy and risk exposure, including contract amendments and negotiations.
  • Supports Director level in the definition of the client engagement strategy and then owns the
    execution
  • Qualifications

  • Bachelor’s Degree in related field, or equivalent work experience
  • Project Management qualification
  • Desirable:

  • Additional course or certification in IT
  • MBA or equivalent experience
  • Management certification or qualification
  • Skills

    General:

  • Excellent client management skills, experience in creating and putting into effect a clear long term vision of multiple client delivery success.
  • Ability to understand customer needs and challenges and Expleo capabilities and to craft client solutions.
  • Excellent communication and presentation skills, with experience in initiating open and candid relationships with people at all levels. Demonstrates confidence in influencing and explaining things well to compel others.
  • Technical:

  • Proven track record in client engagement and/or programme delivery management with excellent project management skills.
  • Has sales support skills, including previous experience of pre-sales situations
  • Management:

  • Excellent people management skills. Acts as a role model for continuous learning and development, and challenges others to reflect and learn.
  • Experience

    General:

  • Experience in negotiating with internal and external stakeholders to advance the interests of the organisation and developing strategies and action plans that reflect an in-depth understanding and assessment of client issues.
  • Experience of delivering and translating the vision, mission, and strategy into projects and initiatives with milestones and delivery schedules.
  • Applies insight, originality and a broad perspective to generate revolutionary technical solutions with teams.
  • Experience of introducing new concepts or strategies that significantly improve or revise the way business is done through to implementation.
  • Technical:

  • Has an advanced level of general overall management expertise with a strong background in providing leadership to teams.
  • Evidence of in-depth application/technology and domain knowledge and viewed as an expert in multiple areas.
  • Ability to work in a matrix-management environment with strong client/customer service orientation.
  • Has the ability to grow and maintain a network of contacts both internally and externally.
  • Proven ability to transform customer requirements and expectations at a high level into a solution draft for client engagement.
  • Proven record in independent ownership and oversight of delivery within programmes. Able to determine and define standards and quality targets for key strategic clients, influencing key business stakeholders.
  • Experience of leading large, international teams with an off shore/on site delivery model, strong exposure to solution shaping.
  • Strong commercial experience in a professional services engagement framework.
  • Good understanding of legal frameworks around client consultancy and services engagements.
  • Management:

  • Experience of managing people and creating an environment that celebrates both successes and failures.
  • A proven record in setting and working to visionary but attainable goals, taking courageous decisions and implementing them successfully.
  • Experience in hiring, developing and retaining the best talent.
  • Budget:

  • Direct budget responsibility for all areas which fall under area of accountability.
  • Participate in development of departmental budgets.
  • Proven ability in monitoring and controlling resources, revenue and capital costs against the project budget and managing expectations of all project stakeholders.
  • Managing delivery processes to ensure both client Revenue and Gross Profit targets are met and to ensure client expectations are met / exceeded
  • Ability to manage and ensure adherence of personnel to the expense policy
  • Benefits

  • Collaborative working environment – we stand shoulder to shoulder with our clients and ours peers through good times and challenges
  • We empower all passionate technology loving professionals by allowing them to expand their skills and take part in inspiring projects
  • Expleo Academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses
  • Competitive company benefits such as medical and dental insurance, pension, life assurance, employee wellbeing programme, sports and social events, birthday hampers and much more!
  • Always working as one team, our people are not afraid to think big and challenge the status quo
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