Job Title: Head, Global Delivery and Support
Job Description
- The Head of Global Delivery and Support will oversee the successful delivery of business intermediary, outsourcing and professional services solutions to clients across multiple countries in Africa.
- This position requires strategic leadership in managing the firm’s project and service delivery, operations, and support functions globally, ensuring high-quality execution, client satisfaction, and continuous improvement of internal processes.
- The ideal candidate will have significant experience in project and program management, business process outsourcing (BPO), professional services, or operations management within a global or multi-regional context.
- They will lead teams, optimize project delivery models, drive operational excellence, and manage client relationships to ensure the successful fulfilment of contractual obligations and business goals.
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 long-lasting relationships.
Team Leadership & Development:
- Lead, mentor, and build high-performing teams across multiple regions, ensuring the development of staff and succession planning.
- Manage a cross-functional 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 cost-saving opportunities and implement solutions that maximize the firm’s 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 client’s 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, AI-driven tools, cloud-based solutions).
- Champion digital transformation initiatives that improve the firm’s competitive advantage in service delivery.
Qualifications
Education:
- Bachelor’s Degree in Computer Science, Information Technology, Business Administration, Project Management, or a related field. An MBA or Master’s 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 service-oriented businesses.
- Skilled in managing client expectations and delivering results in high-pressure 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 enterprise-level 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 problem-solving skills, able to quickly identify issues and implement effective solutions.
Personal Attributes:
- Strategic thinker with a results-driven mindset.
- Culturally aware and capable of working across diverse teams and regions.
- Adaptable, resilient, and able to thrive in a fast-paced, evolving environment.
- Strong interpersonal skills, able to negotiate and influence at senior levels.
Working Conditions:
- Full-time, 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.
Application Instructions:
The application deadline is on Not Specified. Therefore, qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.
Official Job Website: https://proceptafrica.com/careers/