Delivery Manager

Role Overview:

The Delivery Leader role is a senior leadership role responsible for driving business growth, end‑to‑end service delivery, and operational excellence for account/s within Finance delivery services. The role combines sales leadership, delivery management, people leadership, transformation execution, and governance oversight to ensure sustained client satisfaction and financial performance.

Roles and Responsibilities:

Service Delivery & Account Management:

• Lead end‑to‑end delivery for account/s managed, ensuring consistent achievement of service level agreements (SLAs), quality, cost, and productivity targets.

• Oversee operational performance and resource management to ensure efficiency and scalability.

• Collaborate with internal stakeholders and external partners to ensure seamless service delivery and issue resolution.

• Drive customer satisfaction by proactively managing risks, performance gaps, and client expectations.

Business Development & Sales Leadership:

• Identify, qualify, and pursue new business opportunities within existing and target client accounts.

• Support and lead sales pursuits by articulating complex Finance service solutions.

• Contribute to services revenue growth through account expansion, renewals, and new deal closures.

• Build and maintain strong, senior‑level relationships with clients as a trusted advisor.

People Leadership & Talent Management:

• Provide strategic direction and leadership to managers and delivery leaders.

• Develop and execute succession planning to ensure leadership continuity and readiness.

• Implement initiatives to reduce attrition, improve employee engagement, and foster a positive, inclusive work environment.

• Coach and mentor leaders to build high‑performing, accountable teams.

Transformation & Continuous Improvement:

• Own and drive the transformation agenda for account/s managed, including automation, process optimization, and standardization.

• Define clear improvement priorities, action plans, and success measures.

• Ensure accountability for achieving continuous improvement and transformation targets.

• Partner with cross‑functional teams to identify innovation opportunities that enhance service delivery and profitability.

Critical Issue & Risk Management:

• Lead the resolution of critical situations (Crit Sits) affecting service continuity or client satisfaction.

• Coordinate with delivery teams, senior stakeholders, and partners to resolve issues effectively and timely.

• Implement preventive and corrective actions to avoid recurrence of operational or client issues.

• 1. Compliance, Audit & Governance

• Ensure adherence to internal policies, procedures, and external regulatory requirements.

• Identify, assess, and mitigate potential compliance and operational risks.

• Partner with internal and external auditors to ensure successful audit outcomes.

• Maintain strong governance, controls, and documentation across all managed accounts.