Head of Service Delivery Excellence

3 weeks ago

Canada Dentsu Aegis Network Ltd. Full time
Responsibilities:
  • Develop and implement a comprehensive service delivery strategy to drive business growth and excellence.
  • Collaborate with cross-functional teams to ensure seamless delivery of client-facing commercial programs and projects.
  • Establish and maintain effective relationships with high-level stakeholders and clients to drive business outcomes.
  • Develop and implement processes and tools to ensure consistent delivery of high-quality projects and programs.
  • Lead and manage a multi-disciplinary team to achieve business objectives and drive service delivery excellence.
  • Develop and implement a talent development strategy to ensure the growth and development of team members.
  • Ensure effective management and delivery of all commercial client and internal facing projects, programs, and ongoing retained delivery.
  • Develop and implement a risk management strategy to mitigate potential risks and ensure delivery of projects and programs.
  • Develop and implement a quality management strategy to ensure delivery of high-quality projects and programs.

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.
  • Proven track record of driving business growth and excellence through effective service delivery leadership.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders and clients.
  • Strong leadership and management skills, with the ability to motivate and develop team members.
  • Ability to think strategically and drive business outcomes through effective service delivery leadership.

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