Live opening · Posted 5 days ago
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Description supplied by the original job listing.
Role Purpose
Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, client satisfaction, and strong financial performance.
Act as second-in-command to the Delivery Head, providing leadership continuity, driving strategic initiatives, and ensuring seamless delivery across service towers.
Key Responsibilities
Own delivery across Safe Dig, Streetworks, Telecom, and related operations
Act as primary client interface and escalation lead in the absence of Delivery Head
Drive P&L performance, productivity, and cost optimization
Lead digital transformation initiatives (AI, RPA, analytics)
Manage large teams and build leadership capability
Support contract renewals, pricing, underwriting, and growth initiatives
Candidate Profile Must-Have Requirements
1. Delivery Leadership
12+ years in BPS/operations delivery
Experience managing large, multi-tower accounts
Strong SLA/KPI and governance track record
2. Client & Stakeholder Management
Experience with senior client stakeholders (Director/VP level)
Ability to independently lead governance and business reviews
Proven escalation management capability
3. Commercial & Financial Acumen
Experience managing account financials (cost, margin, productivity)
Exposure to commercial models (transaction/outcome-based), pricing, and contracts
4. Team Leadership
Managed large teams (150+ FTEs or equivalent complexity)
Strong performance management, leadership development, and retention capability
5. Operational Excellence
Expertise in SLA/KPI frameworks and governance
Proven productivity and efficiency improvement experience
6. Deputy Leadership Capability
Ability to step into senior leadership roles
Operate independently in high-visibility situations
Good-to-Have
Experience in UK Utilities, Telecom, Infrastructure
Exposure to Streetworks / Safe Dig / asset-based operations
Experience in AI, RPA, automation, and analytics platforms
Involvement in contract renewals, ITTs, pricing models, and growth pipelines
Lean / Six Sigma certification
Experience in large transitions and transformation programs
Key Success Indicators
Consistent SLA/KPI achievement
Margin improvement and cost optimization
High client satisfaction and retention
Successful delivery of transformation initiatives
Ability to independently manage the account when required
Ideal Candidate Persona
“Mini Delivery Head” mindset
Strong operator with commercial acumen
Capable of independently running the account
Confident in client-facing, high-pressure environments
Able to balance BAU delivery and transformation agenda
Total over all Experience Expected: 14-20 years
Graduate or above
Preferred MBA
Employment type
Full-time
Work arrangement
No
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