Head of Service Delivery

Job Description:

• Responsible for the successful establishment of the Service Delivery function and to set out the future vision 
• Act as the primary point of contact for program management client leadership and market stakeholders 
• Responsible for setting the parameters for Service Delivery Excellence and aspiring to achieve these 
• Be a proactive and a client-centric leader to a multi-disciplinary team on methodological and interpersonal challenges; proactively look for opportunities for project optimization and team efficiency 
• Responsible for delivery of all client-facing commercial programs and projects to the agreed budgets and timescales 
• Review, maintain, develop and build upon the end-to-end Dentsu Methodology (project lifecycle and supporting processes) and ensure their effective and consistent use to develop and maintain the appropriate templates, processes, tools, records and knowledge 
• Ensure effective management and delivery of all commercial client and internal facing projects, programs, and ongoing retained delivery (together with market stakeholders) 
• Ensure quality of individual projects and programs and ensure that the sponsors and business owners are fully aware of risks, interdependencies, constraints and deviations from what has been agreed 
• Ensure solid and consistent management reporting exists with a focus on project status, risk, delivery, and budget (including burn down) 
• Ensure that hiring, coaching, mentoring and training of staff is provided to satisfy the strategic needs of the markets and their client projects  
• Ensure all program / project / continuous development documentation is complete, current, communicated and stored appropriately 
• Develop a strategy for DGS Philippines to transition from a purely staff augmentation-based model to a full-scope delivery center 
• Support internal communication and effective collaboration with different markets, including DGS India 
• Support teams in critical situations to ensure effective delivery; coach colleagues on program standards and Ways of Working, Agile methodology while ensuring higher delivery standards amongst our development teams 
• Co-define AI transformation strategy for DGS Philippines, alongside the Managing Director of DGS Philippines 

Qualifications:

• 15+ years of working experience in CXM, digital transformation, and strategy projects; at least 5 years of experience as a Digital Leader. Similar experience in a service delivery leadership role is preferred

• Has relevant working experience in the U.S./Canada, Europe, Singapore, Australia, Hong Kong or similar; must have a deep understanding of the organizational and human challenges of working across different geographies 
• 10+ years of Program/Project Management experience within the CXM/digital transformation space, managing high level key stakeholders and clients from different regions 
• You are a proactive leader. You make things happen, instead of waiting for them to happen to you. It goes beyond telling people what to do. It is about effective communication, building consensus, delegation, motivation, and influencing others to reach a common goal. 
• You are client-centric. You create a customer-focused vision and customer-centric culture within Dentsu Global Services Philippines. You are mainly responsible for making structural and organizational changes that pivot to meet the needs of our clients and share client insights to our teams to identify growth opportunities. 
• You are a sharp and excellent communicator. You ensure clear, concise, and consistent communication across a wide range of internal and external stakeholders globally. You have the ability to drive and manage difficult and challenging conversations with high level stakeholders and clients. 
• You are a recognized thought leader in the CXM, digital transformation and/or information technology space. You stay updated with the latest trends in CXM, digital transformation, IT, and/or AI (artificial intelligence) locally and globally. 
• You are a forward-thinking and a solution-oriented leader. You inspire the people around you through innovation and collaboration. You encourage your stakeholders to leverage their own innovative ideas to fuel creativity while navigating the organization toward a unified vision. 

#LI-LG1

Location:

Brand:

Time Type:

Contract Type: