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Service Delivery Leader

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

The position identified is responsible for driving the delivery for the Group and Pension programs at the regional level for Asia. Projects will typically use the Agile and SDLC methodology. The position also has project management, people management and R&D responsibilities.


Delivery Management:

  • Drive the Group & Pension program to a successful completion on time & on budget with high quality
  • Manage the various stakeholders from business and IT
  • Develop and maintain road maps and capability development plans
  • Ensure consistency of delivery and architecture across countries
  • Identify program and project vision, objectives and risks
  • Define program and project scope, deliverables and roles and responsibilities in collaboration with stakeholders and business partners
  • Ensure that standard and best practice program and project management processes are applied to consolidate, plan, and execute initiatives with high complexity, risk and often multiple underlying project initiatives.
  • Ensures that appropriate and effective escalation processes are defined.
  • Vendor contracting and management.
  • Ensure business priorities are understood.
  • Track service metrics and ensure IT services meet service level requirements.
  • Ensure Program of Work is timely updated and submitted based on the agreed schedule with Finance.

Project Management:


  • Serve as an escalation point for project managers
  • Ensure projects are delivered on time, on budget and with required quality
  • Lead the project concept phase
  • Facilitate the work of the team to deliver the project objectives
  • Identify, analyze and prioritize project risks and impact of risks on the project
  • Comply with organizational Project process and documentation requirements. Project Planning and Project Management across all nine Phases of the SDLC
  • Inform the Resource Manager in their area of their resourcing plans
  • Plan budgets for resources, equipment and vendors
  • Assigns tasks to team members in cooperation with their resource managers and considering their subject matter expertise and/or development needs
  • Manage change within the project
  • Balance time, cost, quality in order to meet the objectives of the project
  • Seeks direction and support from the steering committee to approve change, resolve issues, address risks, or to take corrective actions when necessary
  • Provides ongoing status reports as required by the project (to the team, to the sponsor, to other members of management)
  • Liaison between project team and steering committee
  • Integrates all aspects of the project (e.g. business and technical)
  • Summarize project effort and cost statistics at the conclusion of the project
  • Review with the project team opportunities for improvement on future projects and publish it in the Project Repository so others can benefit.

Resource Management

  • Acquire, develop, manage, and mentor resources within the team
  • Oversees daily activities and provides guidance to resources as necessary
  • Forecast resource demand and manage supply
  • Cascades all policies and procedures, strategies, information and other concerns to all reporting staff.
  • Develops and executes employee development plans
  • Conduct Performance Evaluations for team members and manage high and low performers appropriately
  • Ensures productivity and utilization of staff and general performance

Research & Development

  • Keep abreast of latest trends in technology by regularly surveying market landscape for solution insights, direction, vendors, and methods to assess their viability for use within the enterprise
  • Develop prototypes to potentially use these solutions in the enterprise
  • Participate in the conceptualization and implementation of the initiatives driven by the organization.


  • Must have prior experience as a Delivery Manager
  • Must have experience working with .NET, JAVA and SOA
  • Must have software developer background
  • Must have enterprise IT experience
  • Knowledge and/or experience with Agile techniques: User Stories, ATDD, TDD, Continuous Integration, Continuous Testing, Pairing, Automated Testing, Agile Games
  • Expert knowledge of ITIL disciplines
  • Experience of managing 3rd parties and 3rd party delivered services
  • Excellent customer facing/customer service skills

Education: College/University Degree in Computer Science, Engineering, Mathematics or Management

Experience: 10+ years of experience in IT with at least 5 years as a Manager

Special Skills: Experience in Insurance, Banking or Financial Applications


PHP 2 M – 2.9M