MediaMint is seeking a highly skilled and experiencedDelivery Excellence Leaderto drive the implementation and operationalization of delivery excellence practices. This individual will play a pivotal role in establishing processes, standards, and governance to ensure consistent, efficient, and high-quality delivery across all projects. The ideal candidate has a background in operational and process excellence, ideally from technology or operations services firms, and possesses a proven track record in driving scalable, efficient delivery processes and client satisfaction initiatives.Responsibilities: Framework Development and Implementation Design and establish a Delivery Excellence framework tailored to organizational and client needs. Develop standardized playbooks, quality gates, and performance metrics to ensure consistency and high-quality delivery. Delivery Readiness Validate team readiness by ensuring the right skills, staffing, and organizational structure are in place before project kickoff. Confirm contingency plans, including resource backup strategies, to mitigate risks from staffing or operational disruptions. Oversee the onboarding process, ensuring adherence to structured playbooks and client-specific requirements. Implement structured risk management processes to identify, document, and mitigate potential risks early in the engagement lifecycle. Process Optimization and Scalability Identify and resolve inefficiencies in delivery processes through root cause analysis and workflow enhancements. Drive process excellence initiatives that ensure scalability and efficiency across delivery engagements. Create and promote the adoption of best practices and standardized operating procedures/playbooks across delivery teams. Drive team capability building through training, skill assessments, and best practice sharing. Client Satisfaction and Continuous Improvement Integrate client feedback mechanisms to address concerns, enhance service quality, and drive continuous improvement across delivery teams. Monitor and report on client satisfaction metrics (e.g., NPS, CSAT) to track progress and inform improvement initiatives. Quality Assurance Implement independent engagement audits and governance structures to monitor engagement performance and report findings to senior leadership. These reports should include insights on common risks (e.g., under-resourcing, data compliance) and recommendations for mitigation. Develop strategic recommendations to address gaps, enhance client satisfaction, and ensure high-quality delivery outcomes. Data-Driven Decision-Making Leverage real-time analytics and reporting tools to monitor delivery KPIs and inform strategy. Ensure metrics-driven oversight of project health and client engagement success. Desired Outcomes: Enhanced alignment between delivery teams and client expectations. Reduced risk of escalation through early intervention and strategic recommendations. Continuous improvement in engagement performance and operational efficiency Improved client satisfaction through proactive identification and resolution of hidden issues.Key Qualifications: Experience 8 -10 years in delivery, operational, process excellence, program management roles within technology/operations services firms. At least 5 years leading Delivery Excellence or similar frameworks, with hands-on experience in client-centric delivery models. Expertise Deep knowledge of quality frameworks (e.g., Lean Six Sigma, ISO standards) and delivery optimization. Proven ability to drive alignment between sales, solution and delivery teams. Experience implementing risk and process management systems. Skills Strong leadership and stakeholder management skills. Analytical mindset with an ability to assess risk, ensure compliance, guide teams in standardizing processes with the ability to drive data-driven improvements. Key Attributes: Strategic thinker and problem solver with a proactive approach. Results-oriented with a focus on continuous improvement and client satisfaction. Collaborative leader capable of building consensus across teams. What We Offer: Competitive compensation package. Opportunity to shape and lead the Delivery Excellence function. Exposure to global clients and a collaborative work environment.
Job Title
Delivery Excellence Lead