Services' Delivery Manager (Contractor / PJ)

Purpose of the job

• This is a unique Management role that encompasses a diverse range of skills set spanning from Business Intelligence, Commercial acumen, IT services, Digital Operational management and very strong Project Management and Process Management experience.
• The candidate will use their skills and experience to direct internal and external resource to deliver projects that meet customer and internal targets – specifically the commercial and scheduling KPIs.

Key Responsibilities

• Planning: Define program vision, goals, strategy, and roadmap. Align with organizational goals.
• Define the approach for all projects and tailor it to each client.
• Project Oversight: Manage related IT projects, ensuring they meet deadlines, budget, and quality standards.
• Communication: Act as the main point of contact, provide updates, build stakeholder relationships, manage changes, and communicate adjustments.
• Resource Management: Allocate and manage resources (people, technology, budget), resolving conflicts.
• Prioritise tasks and team involvement between different projects.
• Manage team and ecosystem members.
• Risk Management: Identify, mitigate, and plan for program risks and issues.
• Support and, as appropriate, manage business development initiatives (e.g. costings, presentations, participate into BD workshops with the prospect).
• Undertake projects to investigate, plan and, where agreed, execute the development of new approaches and capabilities – ranging from new services to offshore delivery to outsourcing to 3rd parties.
• Follow and optimize standards, metrics and practices for the successful and profitable delivery of Collinson operational services – Digital processes and tools key for this role.
• Work with client , global and regional stakeholders to support the development, testing and implementation of new services and propositions.
• Undertake and support other regional or group projects as briefed from time to time.
• Working closely with BD and Client Services teams to identify appropriate solutions, prepare BRD’s, manage delivery teams (in-house, Group, 3rd Party) all the way through to successful implementation.
• Team Leadership: Lead, mentor, and motivate teams, fostering collaboration.
• Delivery: Ensure successful completion of all program projects, meeting goals and deadlines.
• Build and manage a team of Project Managers and Operational team leaders/managers – providing mentorship, leadership and guidance across the following functions.

Knowledge, skills and experience required

• Minimum 7 years’ experience and successful track record in a Services business (preferably Marketing or Data Services).
• Consultant experience in these areas an advantage.
• 5 years’ experience working with Loyalty and the Loyalty ecosystem.
• Proven success at managing delivery, performance and profitability on major technology implementation projects (agencies, departments, projects, clients etc.).
• Proven ability to develop and maintain clear business processes and practices which facilitate accurate and quality delivery of services.
• Solid people and relationship management and development experience, working with / supporting both clearly defined and structured organisation and more organic, 1 to 1 organisational relationships.
• Able to convincingly present complex ideas and concepts in verbal and written form to Senior Management and Stakeholders within the Group and external suppliers/clients.
• Strong ability to manage client relationships at a senior level, both on technology and business side
• Excellent communication skills and gravitas to convince/challenge status quo.
• Strong ability to manage priorities between internal and external requirements.