Job Description: Lead – Delivery Excellence
Role Overview
We are seeking a highly analytical, process-driven, and proactive Delivery Excellence Lead. The role will be the custodian of operational quality, driving delivery predictability across programs. Will be responsible for setting up performance baselines, conducting independent delivery reviews, managing operational risks, and acting as the objective voice that ensures we meet and exceed client commitments.
Key Responsibilities
1. Delivery Assurance & Performance Monitoring
- Establish, monitor, and report on key delivery metrics (KPIs/SLAs/OKRs) across programs.
- Design and maintain comprehensive operational dashboards to provide real-time visibility into project health.
- Conduct periodic, independent delivery audits and health checks to ensure adherence with organizational standards and client agreements.
2. Escalation Management & Root Cause Analysis (RCA/CAPA)
- Act as the objective facilitator when critical delivery escalations occur.
- Lead cross-functional teams through structured problem-solving sessions using methodologies like 5 Whys or Fishbone diagrams.
- Own the CAPA (Corrective and Preventive Action) framework, ensuring that remediation plans are tracking to completion and effectively preventing recurrence.
3. Governance & Process Review
- Evaluate existing delivery workflows, identify bottlenecks, and recommend process optimizations to drive efficiency.
- Benchmark delivery processes against industry standards (CMMI or ISO) to continuously improve internal maturity.
4. Risk Management & Mitigation
- Facilitate regular risk identification and assessment workshops with project managers and account leads.
- Maintain the Progam Risk Register, ensuring mitigation plans are proactive, documented, and actively tracked before they turn into issues.
- Provide early-warning alerts to leadership regarding at-risk projects.
5. Client Interaction & Governance
- Participate in client governance meetings (MBRs, QBRs) to present data-driven quality and delivery assurance reports.
- Partner with program managers to rebuild client confidence during post-escalation recovery phases by transparently communicating RCA/CAPA progress.
Qualifications & Experience
- Experience: 5 to 10 years of total experience in IT services, consulting, or global capability centers (GCCs), with a minimum of 3 years dedicated to Delivery Excellence, Quality Assurance, or PMO roles.
- Education: Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field.
Technical & Professional Requirements
Process & Methodologies
- Quality Frameworks: Understanding of Six Sigma (Green/Black Belt preferred), Lean, ITIL, or CMMI frameworks.
- Risk Management: Familiarity with structured risk assessment tools (e.g., FMEA - Failure Modes and Effects Analysis).
Tools & Technology Stack
- Data & Analytics: Experience building and parsing dashboards using BI tools like Power BI, or advanced Excel (VLOOKUPs, Pivot Tables, Macros).
- Collaboration: Strong command of Google Workspace for creating high-impact executive presentations.
Soft Skills & Competencies
- Influencing Ability: Proven ability to challenge project managers and directors constructively to drive process compliance.
- Analytical Thinking: Ability to look past surface-level issues, identify patterns in data, and trace them back to systemic process gaps.
- Communication: Exceptional verbal and written communication skills; comfortable presenting to both internal teams and client executives.
