Head, Global Delivery and Support at Procept Associates Professional Services Limited

Job Description

Global Project and Service Delivery Management

• Lead the global delivery of business intermediary, outsourcing and professional services assignment across all regions in Africa, and meeting and/or surpassing assignment (project and program) objectives.
• Lead the adoption of modern practices including agile, lean, DevOps, ITIL etc while delivering client assignments and achieving desired outcomes
• Lead the entire lifecycle of projects and programs including advisory, technology implementations, systems integrations, management systems (based on ISO standards), training
• Develop and implement project delivery strategies to enhance client satisfaction, minimize costs, and improve efficiency and effectiveness.
• Lead the delivery of professional services (outsourcing, consulting, technical support, etc.), ensuring they meet or exceed agreed project and program objectives, service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure global standards for project and service delivery are adhered to and collaborate with regional teams to implement best practices.

Key Account and Client Relationship Management

• Act as the primary point of contact for key clients, ensuring clear communication and managing client expectations.
• Work closely with the sales and account management teams to support the successful onboarding of new clients, project scoping, and transition from sales to delivery.
• Monitor client satisfaction and address issues promptly to maintain positive and long-lasting relationships.

Team Leadership & Development

• Lead, mentor, and build high-performing teams across multiple regions, ensuring the development of staff and succession planning.
• Manage a cross-functional team that may include project managers, delivery leads, technical support specialists, and other operational staff.
• Conduct regular performance reviews, provide coaching and training, and promote a culture of continuous improvement.
• Foster collaboration between the teams in different countries and maintain effective communication across regions.

Operations and Process Optimization

• Drive process improvements in the global delivery framework, ensuring that best practices in operations, risk management, and quality control are consistently applied.
• Monitor and optimize the efficiency and scalability of service delivery models, identifying opportunities for automation, cost reduction, and performance improvement.
• Lead the development and implementation of policies, procedures, and tools to streamline global operations.

Budget & Financial Management

• Develop and manage the global delivery budget, ensuring effective cost control and resource allocation.
• Collaborate with finance teams to ensure that services are delivered within budget and meet financial objectives.
• Identify cost-saving opportunities and implement solutions that maximize the firm’s profitability.

Reporting & Metrics

• Provide regular reports on service delivery performance, client satisfaction, and operational metrics to senior leadership.
• Analyze data to identify trends and areas for improvement, implementing corrective actions where necessary.
• Utilize dashboards and reporting tools to monitor progress against SLAs, KPIs, and other business objectives.

Risk Management and Compliance

• Ensure that all services delivered are compliant with local and international regulations, as well as the client’s specific contractual requirements.
• Identify and mitigate risks related to service delivery, quality, and client relationships.
• Work with legal, compliance, and security teams to ensure that all delivery processes adhere to relevant laws and industry standards.

Innovation and Technology Integration

• Stay current on emerging trends in outsourcing, professional services, and technology solutions to recommend innovative approaches for service delivery.
• Evaluate and implement new technologies and systems to enhance service efficiency and effectiveness (e.g., RPA, AI-driven tools, cloud-based solutions).
• Champion digital transformation initiatives that improve the firm’s competitive advantage in service delivery.

Qualifications

Education

• Bachelor’s degree in computer science, information technology, business administration, project management, or a related field. An MBA or Master’s degree is highly desirable.

Experience

• Over 10 years in global project and service delivery, operations management, or outsourcing, ideally in B2B services.
• Proven leader of large, diverse teams across multiple countries, especially in Africa.
• Extensive experience in managing business systems, technology solutions, business intelligence, enterprise resource planning and core banking applications.
• Strong knowledge of SLAs, KPIs, and client management in service-oriented businesses.
• Skilled in managing client expectations and delivering results in high-pressure environments.

Skills

• Leadership: Exceptional leadership and people management skills, with the ability to inspire and drive results across geographically dispersed teams.
• Project Management: Experience in managing complex projects, with a focus on resource allocation, timelines, and budget management.
• Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders and present complex information to senior management.
• Technology Proficiency: Knowledge of ERP systems, financial software, HR management systems, and enterprise-level technologies.
• Operational Excellence: Strong expertise in process optimization, operational efficiency, and continuous improvement.
• Client Management: Ability to build and maintain strong client relationships, with a focus on service excellence and customer satisfaction.
• Financial Acumen: Strong budget management and financial analysis skills.
• Problem Solving: Excellent problem-solving skills, able to quickly identify issues and implement effective solutions.

Personal Attributes

• Strategic thinker with a results-driven mindset.
• Culturally aware and capable of working across diverse teams and regions.
• Adaptable, resilient, and able to thrive in a fast-paced, evolving environment.
• Strong interpersonal skills, able to negotiate and influence at senior levels.

Working Conditions

• Full-time, senior leadership role.
• Travel may be required to oversee operations in various African countries.
• Onsite in Lagos with flexibility to work across different time zones.