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Head of Delivery

2 months ago

Manchester, United Kingdom Octopus Energy Full time
Join Our Team as a Head of Delivery

We are seeking an experienced Head of Delivery to join our team at Octopus Energy. As a key member of our leadership team, you will be responsible for ensuring the successful delivery of our portfolio of work and driving the growth of our delivery practice globally.

Key Responsibilities:
  • Represent the delivery function on the leadership team, providing strategic guidance and direction to ensure the successful delivery of our portfolio of work.
  • Champion the development of our operational and delivery performance capabilities, enabling us to hit ambitious growth and quality KPIs across a global client base.
  • Identify and progress strategic enablers for the success of our delivery practice globally, including researching, trialling, and building the business case for new tools and processes.
  • Provide support, coaching, and guidance to our delivery teams to help them grow their careers, mature delivery practices, and increase impact globally.
  • Create and nurture a healthy global community of delivery managers who share best practice and support each other.
  • Define how delivery interacts with other business areas, such as product, account management, and sales.
  • Collaborate closely with product to ensure we ship valuable features for our clients.
  • Evaluate the services included in our delivery practice based on feedback and insights from the markets we work in globally.
  • Be hands-on and get stuck in to project delivery when needed.
  • Lead the iteration of our operations and customer support processes to deliver excellent service to our clients.
  • Develop the strategy for helping our clients gain the best outcomes from the product once it has been delivered.
Accountable for:
  • Service delivery across our client portfolio, including reporting on performance in production and client support ticket SLAs.
  • Cross-team delivery of product features, coordinating and proactively managing dependencies for work across multiple product teams.
  • Successful rollout of product capabilities across a variety of markets and clients, through building a highly effective delivery team.
  • Client outcomes and success with the product, including adoption of value-adding functionality and services beyond initial delivery.
  • Reinforcing a culture of balance between delivery and sustainability, developing a healthy delivery culture that increases employee engagement.
  • Operational metrics such as cost to serve.
  • Maintaining collaborative and productive ways of working with other disciplines, product, technical, and commercial.
What You'll Need:
  • Buckets of experience growing and scaling software delivery teams globally, in a product-oriented environment.
  • A track record of being an expert facilitator with extensive experience of developing individuals and teams and navigating conflict.
  • Significant experience dealing with corporate customers, setting and managing expectations, and effectively dealing with issues.
  • Effective risk management and negotiation skills, able to balance competing demands to ensure the best overall outcome.
  • A proven track record of building, managing, and developing a high-functioning team.
  • Demonstrable experience working in a fast-paced scale-up environment.
  • Established and executed programs of work, for example, managing budgets over £1m/year.
  • Strong influencing skills and ability to challenge traditional ways of thinking.
  • Experience of Agile or Lean program delivery at scale, across the product lifecycle.
  • Excellent communications, collaboration, and presentation skills.
  • Experience working across different time zones globally.
  • We're ideally looking for someone who sees the value in flexible working and face-to-face interactions in our offices in Manchester and/or London.