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Head of Delivery and Operations

2 months ago

Manchester, United Kingdom Octopus Energy Full time
About the Role

We are seeking an experienced Head of Delivery and Operations 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 the maturation of our delivery culture, processes, and practices.

Key Responsibilities
  • Represent Delivery on the Leadership Team: Inform, influence, and navigate cross-competency decision-making across all areas of the business, including commercial, product, and technical decisions.
  • Champion Operational and Delivery Performance Capabilities: Develop and enable our teams to hit ambitious growth and quality KPIs across a global client base.
  • Identify and Progress Strategic Enablers: Research, trial, and build the business case for new tools or processes to support the success of our delivery practice globally.
  • Support and Develop Delivery Teams: Provide coaching, guidance, and support to our delivery teams to help them grow their careers, mature delivery practices, and increase impact globally.
  • Create a Healthy Global Community: Nurture a community of delivery managers who share best practices and support each other.
  • Define Delivery Interactions: Define how delivery interacts with other business areas, such as product, account management, and sales.
  • Collaborate with Product: Ensure we ship valuable features for our clients and evolve the services included in our delivery practice based on feedback and insights from the markets we work in globally.
  • Lead Operations and Customer Support: Evolve our operations and customer support processes to deliver excellent service to our clients.
  • Customer Success: Develop the strategy for helping our clients gain the best outcomes from the product once it has been delivered.
Accountable for
  • Service Delivery: Ensure service delivery across our client portfolio, including reporting on performance in production and client support ticket SLAs.
  • Cross-Team Delivery: Coordinate and proactively manage dependencies for work across multiple product teams.
  • Successful Rollout: Roll out product capabilities across various markets and clients, building a highly effective delivery team.
  • Client Outcomes: Ensure client outcomes and success with the product, including adoption of value-adding functionality and services beyond initial delivery.
  • Culture and Sustainability: Reinforce a culture of balance between delivery and sustainability, developing a healthy delivery culture that increases employee engagement.
  • Operational Metrics: Maintain collaborative and productive ways of working with other disciplines, product, technical, and commercial.
Requirements
  • Experience: Buckets of experience growing and scaling software delivery teams globally, in a product-oriented environment.
  • Expert Facilitation: A track record of being an expert facilitator with extensive experience of developing individuals and teams and navigating conflict.
  • Corporate Experience: Significant experience dealing with corporate customers, setting and managing expectations, and effectively dealing with issues.
  • Risk Management: Effective risk management and negotiation skills to balance competing demands and ensure the best overall outcome.
  • Team Management: A proven track record of building, managing, and developing a high-functioning team.
  • Fast-Paced Environment: Demonstrable experience working in a fast-paced scale-up environment.
  • Program Management: Established and executed programs of work, managing budgets over £1m/year.
  • Influencing Skills: Strong influencing skills and ability to challenge traditional ways of thinking.
  • Agile or Lean: Experience of Agile or Lean program delivery at scale, across the product lifecycle.
  • Communication Skills: Excellent communications, collaboration, and presentation skills.
  • Global Experience: Experience working across different time zones globally.