At Aleph, we design human experiences by asking the right questions. Here, you’d find a curious breed of creative engineers spread across the globe, specializing in craft, strategy, and technology. With a keen ear to the ground, we turn big dreams into user-first digital solutions by design. Through rigorous prototyping, close collaboration, and responsive engineering, we commit to creating a future that leaves our craft, community, and clients better than before we began.
We are looking for the Head of Delivery is accountable for the end-to-end delivery of programs and projects to meet clients needs, and responsible for client relationships across their span of control. The Head of Delivery will report into the Managing Director & Business Director and will be responsible for driving the delivery and migration of all Aleph projects. In this role, you will be responsible for driving and supporting Aleph teams to plan and execute the Build, Release and Test of all future features.
Key Responsibilities:
- Leading a team to deliver technology projects on time and within budget for the domain and geography for which they have responsibility
- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line
- Work with their teams to determine necessary activities to successfully deliver projects throughout the given service line or function
- Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with Resource Planners
- Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
- Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources
- Responsible for financial management and reporting and optimizing processes
- They are also expected to contribute to the wider goals of IT Services
- Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the Digital Experience SDL and DFF Product Board
- Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritization.
- Holding the teams to the highest standards, project discipline and accountability
- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams.
Essential Functions of the Job:
- Initiate, build and sustain productive relationships
- Serve as an escalation point for client concerns if/when they arise
- Identify appropriate resolution to achieve client satisfaction in a timely manner
- Help develop account strategy and plan that best leverages firm resources and strategies to meet customer expectations
- Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget
- Enforce standard methodologies, processes and tools
- Provide leadership and direction to project team members
- Evaluate and identify potential redundant applications, infrastructure and tools
Analytical/Decision Making Responsibilities:
- Must be able to work within a matrix organization – balancing the needs of the customer against firm initiatives and goals
- Must be able to identify appropriate product/service offerings to meet the client’s needs
- Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
- Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.
- Identify, manage and resolve complex issues, preventing escalations, where possible
- Manage, negotiate and resolve project risks effectively
- Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, learning and mentoring
- Leader and team player – sets example for project managers, business analysts and others to follow
- Create an open, honest, accountable and collaborative team environment.
Prerequisites
- A degree in Computer Science and/or a business related degree; or equivalent work experience
- 10+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs.
- Significant experience in a customer service role and business management role.
- Work experience in a professional services industry, preferred.
- Experience managing external vendors, commercial negotiations.
- Excellent relationship building and interpersonal skills, including cross-cultural competence.
- Proven delivery excellence ideally using Agile.
- Strong leadership qualities and a passion for building high performing teams.
- Digital marketing technology stack experience including Adobe Experience Cloud is preferred.
Benefits
- Competitive salary (compensation will be based on experience)
- Medical insurance
- Yearly reward based on performance
- Casual work environment and attire
- A solid team behind you: great people who love what they do
- A fun culture which promotes learning and knowledge sharing
- Opportunities for personal and professional growth offerings from our in-house Learning @ Aleph Academy, Flocket meetups, timely training for skills upgrade, workshops and conferences.
Get in touch
Please visit www.aleph-labs.com or drop us an email at [email protected].
Aleph is an equal opportunity employer and we work in an engaging, collaborative environment, where ideas are shared freely. By uncovering insights and opportunities, we inspire everyone to dream big towards the future solutions.
