Delivery Owner

Role Summary

As a Delivery Owner, you are responsible for the delivery of complex client projects across global and multi-region environments. 

This is a senior delivery role requiring strong operational expertise, commercial awareness, and confident decision-making in fast-moving, ambiguous environments. The role owns end-to-end delivery outcomes and coordinates across multiple internal teams and client stakeholders to ensure commitments are delivered successfully.

Success in this role requires strong ownership, urgency, problem-solving ability, and the confidence to act independently without waiting for direction.

You will Support Accounts Characterised By:

Global / multi-region delivery

Executive-level stakeholders

Specialised  talent

Regulatory and compliance requirements

Customised delivery solutions

Frequent change, ambiguity, and escalations

High operational intensity

Responsibilities:

Delivery Ownership

Own end-to-end delivery performance (SLAs, KPIs, quality, timelines, commercial outcomes in partnership with the DSL, SL)

Lead delivery in complex, fast-changing environments

Take full accountability for client commitments and outcomes

Identify risks early and drive resolution

Lead the resolution of incidents and ensure service continuity

Balance client expectations with operational and commercial realities

Client & Stakeholder Management

Build trusted relationships with senior client stakeholders (Directors, VPs, Executives)

Lead governance and delivery discussions

Provide clear recommendations and solutions

Challenge unrealistic expectations constructively

Act as a trusted delivery partner to the client

Cross-Functional Delivery Leadership

Coordinate project delivery teams at all levels for successful delivery

Drive accountability and execution across all delivery contributors

Align internal teams (Ops, Talent, Finance, Compliance etc) to deliver priorities

Remove blockers and manage dependencies

Influence stakeholders without direct authority

Support workforce planning for specialised talent needs

Governance & Compliance

Ensure compliance with contractual, regulatory, legal, and security requirements

Maintain strong governance and reporting standards

Requirements

What Sets You Apart

You are highly self-driven, calm under pressure, and decisive. You take full ownership of outcomes and are comfortable operating independently in ambiguity.

You communicate clearly at all levels, build trust quickly across diverse stakeholders, and are confident, challenging and influencing when needed.

You are commercially aware, solutions-focused, and comfortable making decisions that balance client needs with operational reality. You know how to drive execution through others in a matrix environment without relying on direct authority.

Success Measures

SLA / KPI delivery

Client satisfaction and retention

Delivery against commitments

Operational stability

Risk and escalation management

Governance and compliance adherence

Effective cross-functional execution

Revenue and Margin attainment

Experience 

7+ years in Service Delivery, Project/Program Management, Operations, or Client Delivery roles

Experience managing complex, multi-country or enterprise accounts

Strong experience with executive stakeholders and high-pressure delivery environments

Solid understanding of commercial impact, risk, and workforce coordination