Role Purpose
Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, client satisfaction, and strong financial performance.
Act as second-in-command to the Delivery Head, providing leadership continuity, driving strategic initiatives, and ensuring seamless delivery across service towers.
Key Responsibilities
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Own delivery across Safe Dig, Streetworks, Telecom, and related operations
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Act as primary client interface and escalation lead in the absence of Delivery Head
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Drive P&L performance, productivity, and cost optimization
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Lead digital transformation initiatives (AI, RPA, analytics)
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Manage large teams and build leadership capability
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Support contract renewals, pricing, underwriting, and growth initiatives
Candidate Profile Must-Have Requirements
1. Delivery Leadership
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12+ years in BPS/operations delivery
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Experience managing large, multi-tower accounts
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Strong SLA/KPI and governance track record
2. Client & Stakeholder Management
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Experience with senior client stakeholders (Director/VP level)
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Ability to independently lead governance and business reviews
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Proven escalation management capability
3. Commercial & Financial Acumen
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Experience managing account financials (cost, margin, productivity)
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Exposure to commercial models (transaction/outcome-based), pricing, and contracts
4. Team Leadership
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Managed large teams (150+ FTEs or equivalent complexity)
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Strong performance management, leadership development, and retention capability
5. Operational Excellence
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Expertise in SLA/KPI frameworks and governance
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Proven productivity and efficiency improvement experience
6. Deputy Leadership Capability
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Ability to step into senior leadership roles
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Operate independently in high-visibility situations
Good-to-Have
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Experience in UK Utilities, Telecom, Infrastructure
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Exposure to Streetworks / Safe Dig / asset-based operations
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Experience in AI, RPA, automation, and analytics platforms
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Involvement in contract renewals, ITTs, pricing models, and growth pipelines
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Lean / Six Sigma certification
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Experience in large transitions and transformation programs
Key Success Indicators
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Consistent SLA/KPI achievement
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Margin improvement and cost optimization
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High client satisfaction and retention
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Successful delivery of transformation initiatives
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Ability to independently manage the account when required
Ideal Candidate Persona
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“Mini Delivery Head” mindset
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Strong operator with commercial acumen
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Capable of independently running the account
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Confident in client-facing, high-pressure environments
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Able to balance BAU delivery and transformation agenda
Total over all Experience Expected: 14-20 years
