Head of Service Delivery

The Head of Service Delivery reports to the Operations Director and works closely with other leaders to ensure alignment with the functional and organization's strategic goals.

**Key Accountabilities and Responsibilities**:

- **Strategic Leadership**:Develops and implements the Operations functions vision, strategy, and goals in alignment with the organization’s overall objectives while maintaining compliance with internal and external guidelines. Drive innovation in service delivery processes to enhance customer satisfaction and operational efficiency
- **Governance and Standards**:Establishes and enforces project management methodologies, standards, and best practices to ensure consistency and quality across projects. Implement governance frameworks to oversee project execution and compliance.
- **Complexity**:Evaluates and navigates project complexity to ensure that approaches and plans enable the project team to successfully navigate the project life cycle.
- **Portfolio Management**:Manages the project portfolio by evaluating, prioritizing, and selecting projects that align with organizational strategy and resource capacity. Monitors project progress and performance against established metrics to ensure delivery on time and within budget.
- **Resource Management**:Oversees the allocation of resources across projects, ensuring optimal utilization and addressing any resource conflicts. Develops workforce planning strategies to meet project demand.
- **Scope and Risk Management**:Establishes a framework for identifying, assessing, and managing risks across the project portfolio. Ensures that risk management practices are integrated into project planning and execution.
- **Stakeholder Engagement**:Builds and maintains relationships with key stakeholders, including senior management, project sponsors, and team members. Communicates project progress, challenges, and results effectively to stakeholders at various levels.
- **Project Reporting and Metrics**:Develops and implements reporting mechanisms to track project performance and PMO effectiveness. Provides regular updates to executive leadership and other stakeholders about the overall status of the project portfolio.
- **Learning and Development**:Leads the learning and development initiatives for project managers and team members to enhance their capabilities. Foster a culture of knowledge sharing and continuous improvement within the PMO and the entire CBSP.
- **Project Communication and Change Management**:Oversees change management processes to ensure smooth transitions and stakeholder buy-in for new initiatives and projects. Communicates changes effectively and provide support to affected parties.
- **Team Leadership**:Leads and mentors the PMO team, promoting a collaborative and innovative work environment. Assesses team performance, provides feedback, and facilitates professional development.
- **Communication Management**:Manage communications for both business-as-usual (BAU) and project-related activities to ensure a well-informed community and function. Develop and implement communication strategies that enhance transparency and engagement across the organization.

**Requirements**:

- English - advanced (verbal and written)
- Minimum of 10 years’ experience in a PMO or similar function and implementing project management methodologies and principles in the areas of Portfolio Management, Standards and Governance, Reporting and Metrics, Scope and Risk Management, Resource Management, Change and Communication, Learning and Development, and Continuous Improvement.
- Minimum of 5 years in a leadership role, with proven ability to mentor and develop project management professionals or team members.
- Possess strong creativity when articulating a PMO vision and drive solution according to the company’s strategic goals and business objectives.
- Proven record of ability to work effectively in a highly matrixed organization across all levels of an organization.
- Proven ability to operate strategically and have a hands-on approach.
- Bachelor’s Degree preferrable
- Project Management Professional (PMP) certification or equivalent preferred
- Lean Six Sigma certification or equivalent preferred
- Possess strong influencing and interpersonal skills, homed in a demanding and high performing work environment.
- Experience in an insurance /financial shared services/BPO environment.Continuous Learning: commitment to staying abreast of industry trends, emerging technologies, and evolving best practices in project management and process improvement

**What we offer in return**:

- 32 days of vacation a year
- 2 days working from home option + additional flexible days
- Working from home allowance
- Entry time flexibility
- Private medical insurance
- Life and accident insurance
- Meal allowance
- Pension plan
- Stock purchase plan
- Flexible compensation scheme
- Gympass
- Employee assistance program
- Comprehensive Learning & Development offer

**Integrity.