Key Responsibilities
1. Own Delivery — Drive End-to-End Execution
→ Own end-to-end delivery across all active projects within the Delivery Unit — on time, in full, and to agreed quality standards.
Govern execution through structured Agile ceremonies, milestone reviews, and risk escalation protocols; ensure zero surprise client escalations.
→ Maintain SLA adherence across client commitments; define and track delivery KPIs including on-time delivery rate, defect rates, and client satisfaction scores.
→ Drive a zero-defect delivery standard across all tech output, documentation, and dashboarding; 100% satisfactory resolution to all escalations.
→ Act as the final decision-maker and escalation owner within the DU for all delivery-critical issues.
2. Protect Margins & P&L — Own DU Financial Performance
→ Own DU-level P&L: track and protect sold margins, monitor resource utilisation, and drive cost efficiency across every project.
→ Maintain proactive visibility into margin health; identify risks early and implement mitigation before they impact profitability.
→ Ensure financial stewardship of company resources — optimising team allocations, reducing bench time, and managing vendor costs with discipline.
→ Collaborate with Finance on workforce cost reporting and headcount-vs-plan tracking for the DU.
3. Drive Growth & Innovation — Expand the Commercial Footprint
→ Lead or contribute to RFP responses and effort estimation for new opportunities within the Delivery Unit's domains.
→ Continuously improve delivery methodologies, tooling, and processes to reduce time-to-market and increase delivery velocity without compromising quality.
→ Champion AI-native delivery practices — identify and implement automation across delivery workflows to improve efficiency and output quality.
→ Feed market and client insight back into Product and Tech to influence the FanOS roadmap.
4. Align Stakeholders — Bridge Clients, Sales, Product & Tech
→ Serve as the primary delivery interface for the clients — owning senior client relationships and escalation resolution.
→ Act as the connective tissue between Sales, Product, Tech, and internal Delivery teams to ensure business outcomes are translated into executable plans.
→ Ensure all stakeholders have relevant, forward-looking delivery reporting that drive decisions, not just report outcomes.
→ Represent the Delivery function in cross-functional leadership forums and contribute to company-wide delivery standards and governance.
5. Build & Scale Teams — Develop a High-Performance Delivery Culture
→ Recruit, develop, and mentor a high-performing team of delivery & tech professionals.
→ Drive a culture of accountability, quality, and ownership within the DU; model the SI Way of Working in every interaction and decision.
→ Own client satisfaction and retention outcomes for the DU; track NPS and CSAT trends and drive structured improvement plans where needed.
→ Establish clear SLAs and performance expectations for the team; coach and manage performance rigorously.
→ Build a pipeline of delivery talent; ensure succession planning and skills development are active priorities within the team.
Background and Experience:
→ 12–18 years of experience in technology delivery with at least 4–5 years in a P&L-accountable, senior delivery leadership role.
→ Proven track record of owning and delivering complex, multi-workstream digital products for large enterprise or global clients — on time, to quality, and within commercial parameters.
→ Demonstrated experience managing delivery P&L, sold margins, and resource utilisation at a DU level.
→ Strong understanding of Agile delivery methodologies and governance frameworks.
→ Experience leading and growing high-performing teams.
→ Hands-on experience with delivery and project management tooling (Jira, ZOHO, or equivalent).
→ Prior exposure to technology product companies, SaaS platforms, or PE-backed scaling businesses is strongly preferred.
→ Experience in sports, media, or fan engagement domains is a strong differentiator but not a prerequisite.