Head Global Delivery and Support

Global Project and Service Delivery Management

• Lead the global delivery of business intermediary outsourcing and professional services assignment across all regions in Africa and meeting and/or surpassing assignment (project and program) objectives.
• Lead the adoption of modern practices including agile lean DevOps ITIL etc while delivering client assignments and achieving desired outcomes
• Lead the entire lifecycle of projects and programs including advisory technology implementations systems integrations management systems (based on ISO standards) training
• Develop and implement project delivery strategies to enhance client satisfaction minimize costs and improve efficiency and effectiveness.
• Lead the delivery of professional services (outsourcing consulting technical support etc. ensuring they meet or exceed agreed project and program objectives service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure global standards for project and service delivery are adhered to and collaborate with regional teams to implement best practices.

Key Account and Client Relationship Management

• Act as the primary point of contact for key clients ensuring clear communication and managing client expectations.
• Work closely with the sales and account management teams to support the successful onboarding of new clients project scoping and transition from sales to delivery.
• Monitor client satisfaction and address issues promptly to maintain positive and longlasting relationships.

Team Leadership & Development

• Lead mentor and build highperforming teams across multiple regions ensuring the development of staff and succession planning.
• Manage a crossfunctional team that may include project managers delivery leads technical support specialists and other operational staff.
• Conduct regular performance reviews provide coaching and training and promote a culture of continuous improvement.
• Foster collaboration between the teams in different countries and maintain effective communication across regions.

Operations and Process Optimization

• Drive process improvements in the global delivery framework ensuring that best practices in operations risk management and quality control are consistently applied.
• Monitor and optimize the efficiency and scalability of service delivery models identifying opportunities for automation cost reduction and performance improvement.
• Lead the development and implementation of policies procedures and tools to streamline global operations.

Budget & Financial Management

• Develop and manage the global delivery budget ensuring effective cost control and resource allocation.
• Collaborate with finance teams to ensure that services are delivered within budget and meet financial objectives.
• Identify costsaving opportunities and implement solutions that maximize the firms profitability.

Reporting & Metrics

• Provide regular reports on service delivery performance client satisfaction and operational metrics to senior leadership.
• Analyze data to identify trends and areas for improvement implementing corrective actions where necessary.
• Utilize dashboards and reporting tools to monitor progress against SLAs KPIs and other business objectives.

Risk Management and Compliance

• Ensure that all services delivered are compliant with local and international regulations as well as the clients specific contractual requirements.
• Identify and mitigate risks related to service delivery quality and client relationships.
• Work with legal compliance and security teams to ensure that all delivery processes adhere to relevant laws and industry standards.

Innovation and Technology Integration

• Stay current on emerging trends in outsourcing professional services and technology solutions to recommend innovative approaches for service delivery.
• Evaluate and implement new technologies and systems to enhance service efficiency and effectiveness (e.g. RPA AIdriven tools cloudbased solutions).
• Champion digital transformation initiatives that improve the firms competitive advantage in service delivery.

Qualifications :

Education

• Bachelors degree in computer science information technology business administration project management or a related field. An MBA or Masters degree is highly desirable.

Experience

• Over 10 years in global project and service delivery operations management or outsourcing ideally in B2B services.
• Proven leader of large diverse teams across multiple countries especially in Africa.
• Extensive experience in managing business systems technology solutions business intelligence enterprise resource planning and core banking applications.
• Strong knowledge of SLAs KPIs and client management in serviceoriented businesses.
• Skilled in managing client expectations and delivering results in highpressure environments.

Skills

• Leadership: Exceptional leadership and people management skills with the ability to inspire and drive results across geographically dispersed teams.
• Project Management: Experience in managing complex projects with a focus on resource allocation timelines and budget management.
• Communication: Excellent written and verbal communication skills with the ability to influence stakeholders and present complex information to senior management.
• Technology Proficiency: Knowledge of ERP systems financial software HR management systems and enterpriselevel technologies.
• Operational Excellence: Strong expertise in process optimization operational efficiency and continuous improvement.
• Client Management: Ability to build and maintain strong client relationships with a focus on service excellence and customer satisfaction.
• Financial Acumen: Strong budget management and financial analysis skills.
• Problem Solving: Excellent problemsolving skills able to quickly identify issues and implement effective solutions.

Personal Attributes

• Strategic thinker with a resultsdriven mindset.
• Culturally aware and capable of working across diverse teams and regions.
• Adaptable resilient and able to thrive in a fastpaced evolving environment.
• Strong interpersonal skills able to negotiate and influence at senior levels.

Working Conditions

• Fulltime senior leadership role.
• Travel may be required to oversee operations in various African countries.
• Onsite in Lagos with flexibility to work across different time zones.

Additional Information :

Interested candidates are encouraged to submit a resume and cover letter detailing their qualifications experience and motivation for applying to this role. Please ensure to include examples of relevant experience leading global teams and managing service delivery across multiple regions.

Remote Work :

No

Employment Type :

Fulltime