The Head of Projects and Service Delivery is accountable for the end-to-end delivery performance across projects and services, ensuring that customer commitments are consistently met in terms of time, cost, quality, service levels, and margin.
This is a hands-on leadership role, combining accountability for delivery outcomes with direct involvement in execution, actively engaged in projects, escalations, and operational improvement, stepping in where needed to stabilise delivery and drive results.
The role ensures:
- Projects are delivered on time, on budget, and to target margin
- Services operate reliably and in line with SLAs
- Delivery transitions into service are structured and effective
- The organisation operates with strong delivery discipline and efficiency
Key Accountabilities (Outcome-Based)
- Ensure >90% of projects are delivered on time and on budget
- Ensure project margins and overall business margins are achieved and protected
- Eliminate resource over- and under-allocation across projects and services
- Reduce and systematically eliminate customer escalations through improved delivery and service quality
- Ensure clear visibility of delivery risks, with mitigation plans actively managed
- Ensure the delivery organisation is efficient, high-performing, and structured for optimal output
Essential Experience
- Proven track record delivering complex technical projects on time, within budget, and to margin
- Strong experience managing both:
- Project delivery environments
- Customer service / support functions
- Experience in project recovery and escalation management
- Demonstrated experience improving delivery performance and organisational effectiveness
- Proven knowledge of the PMO principles and ideally holding a PMO certification (Prince 2 or equivalent)
Ovarro recognise the need for a diverse workforce and we are committed to equal opportunities in employment.
Ovarro employees and candidates who apply to work at Ovarro will be treated fairly and valued equally. All job requirements fit the needs of the business and those who work in it, regardless of age, disability, race, nationality, ethnic or national origin, gender, religion, beliefs, sexual orientation, domestic circumstances, social and employment status, HIV status, gender reassignment, political affiliation or trade union membership.
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