Client Delivery Lead

The Client Delivery Lead ensures quality delivery of all projects contracted by the Client to NCS. He/She partners the Client Service Lead to bring together NCS offering from application, infrastructure, communication engineering and thought leadership to solve the key client’s most critical business needs in relation to delivery issues. He/she acts as the single point of contact for the key client on all service delivery matters. Beyond operational delivery matters, the CDL is also expected to:

1. Look for business opportunities to solve the client’s problems;
2. Ideate solutions using technology and process changes;
3. Create growth opportunities, taking into account the feasibility and sustainability of these opportunities and the core capabilities of NCS.

The CDL directs the right NCS team across different Lines of Business (LOBs) to drive profitable revenue, quality and customer satisfaction targets and ensure profitable delivery. He/she is accountable for the delivery services of the client’s account and needs to be involved in the delivery of the programs he/she is responsible for. The Client Delivery Lead has responsibilities that encompass managing business value, establishing and maintaining professional relationships with clients and stakeholders and leading multifunctional project teams.

The profile of a CDL is as follows:

1. Have deep industry domain expertise to better understand and frame the client’s context and business needs;

2. To be able to engage and advise clients on ideas or business solutions based on business needs/problems;

3. Project management and technology skills to lead and guide project teams across different Lines-of-Business (LOBs) on delivery issues.

Key Responsibilities:

• Orchestrate externally and internally to create environment for successful delivery
• Assess high level conceptual design to ensure that what is sold can be delivered at the right margin
• Establish responsive business relationship with client including problem reporting and resolving highly complex service delivery issues when escalated
• Lead and manage the project delivery teams to ensure timely and quality delivery of services to the client in a cost-effective manner
• Identify, assess and resolve complex business problems/issues and propose alternative solutions
• Identify and manage issues and risks and act as an escalation point within the account
• Manage and monitor account level risk dollar and budget; control costs to ensure maximum achievement of revenue and margin
• Manage risk and impact of change requests and assist with service request of variation order negotiation
• Work closely with the Lines of Business on project capability gaps
• Manage sub-contractors and vendor contract escalated matters
• Act as the Solution Lead to ensure solution consistency and be the custodian of architecture

The ideal profile should have / be:

• Degree in Engineering, Computer Science or a related discipline
• PMP certification preferred
• 15 years or more experience in IT or ICT Consulting industry with 8 years or more in leadership positions
• Delivered projects relating to the specific domain or industry
• Process broad business acumen and deep industry knowledge, and to use this knowledge to develop/enhance client relationships
• Consulting practitioner preferred
• Proven track record in assuming overall responsibility and managing multi-million dollars projects in key client industry
• Process ‘hands-on’ knowledge, vast exposure and wealth of experience within vendor and user environment, coupled with a driven and self-motivated personality.
• Experience in managing measured productivity-driven operations or teams
• Consulting practitioner
• Good communication skills
• Understand and ability to apply social style techniques to manage stakeholders
• Client focused with strong organizational and project management skills
• Ability to lead multiple teams