Head of Delivery

We’re seeking an exceptional Head of Delivery to lead our Delivery, Pre-Sales, and Project Management functions, driving excellence across all customer solutions.

This pivotal role will shape operational strategy, ensuring seamless execution, innovation, and profitability across connectivity, unified communications, and mobile services.

You’ll provide visionary leadership, mentoring teams, streamlining processes, and embedding best-practice frameworks to ensure every project is delivered on time and to the highest standard.

Collaborating with the Senior Leadership Team, you’ll influence business direction, optimise performance, and champion customer satisfaction.

With a balance of strategic thinking and hands-on execution, you’ll use data-driven insights to enhance efficiency, manage resources effectively, and uphold compliance and governance.

Activities

Strategic Leadership & Management

• Provide strong leadership and mentorship to the Delivery, Pre-Sales and Project Management teams, ensuring alignment with the company’s strategic goals.
• Develop and deliver operational strategies that drive performance, efficiency, and customer satisfaction across all delivery functions.
• Work closely with the Senior Leadership Team to shape business plans, identify opportunities for growth, and improve operational effectiveness.

Service Delivery & Project Management

• Own the end-to-end delivery of customer projects across connectivity, unified communications, voice, and mobile services.
• Be accountable for Project Management, ensuring projects are delivered on time, within scope, and on budget.
• Implement best practice frameworks to standardise delivery processes and improve consistency.
• Drive operational excellence by continuously improving delivery methodologies, governance, and reporting.

Pre-Sales & Solution Design

• Oversee the pre-sales function, ensuring solutions are accurately scoped, commercially sound, and aligned to customer needs.
• Collaborate with Sales and Technical teams to design and present winning solutions that enhance the company’s competitive edge.
• Ensure pre-sales processes are streamlined and that technical proposals balance customer value with profitability.

Governance, Compliance & Risk Management

• Ensure operational compliance with all relevant industry standards, regulations, and company policies.
• Oversee risk management across all delivery and operational activities, including supplier and partner performance.
• Contribute to maintaining high levels of quality assurance and business continuity.

Commercial Management

• Maintain strong commercial acumen to ensure delivery operations are profitable and efficient.
• Manage budgets, forecasts, and cost controls for the operations function, aligning expenditure with business priorities.
• Identify opportunities to improve margins through smarter delivery models, supplier negotiations, and process optimisation.

Operational Excellence & Process Improvement

• Review, optimise, and document operational processes to improve efficiency, quality, and scalability.
• Champion the use of data, KPIs, and performance metrics to monitor success and identify areas for improvement.
• Collaborate cross-functionally to enhance the customer journey and ensure seamless handover between departments.
• Manage capacity planning, resource allocation, and supplier relationships to meet delivery commitments.

Customer Experience & Continuous Improvement

• Act as an escalation point for major customer delivery issues, ensuring swift and effective resolution.
• Drive a culture of customer-centricity and accountability across the operations team.
• Regularly assess customer feedback to identify trends and implement initiatives that improve service and satisfaction.

Essential

• Proven leadership experience within delivery, operations, or programme management, ideally in telecoms, IT, or managed services.
• Strong track record of leading cross-functional teams across Delivery, Pre-Sales, and Project Management.
• Demonstrated ability to develop and execute operational strategies that drive performance, efficiency, and customer satisfaction.
• Excellent commercial acumen with experience managing budgets, forecasts, and cost control to ensure profitable delivery operations.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels including senior leadership and customers.
• Strong analytical mindset with experience using KPIs, metrics, and data to inform decision-making and continuous improvement.
• Proven ability to manage multiple complex projects simultaneously, ensuring on-time and on-budget delivery.
• Experience driving operational excellence, process optimisation, and organisational scalability.
• Demonstrated commitment to customer-centric service delivery and issue resolution.
• Solid understanding of governance, compliance, and risk management within service delivery environments.
• Inspirational leader who fosters collaboration, accountability, and a culture of high performance.

Desirable

• In-depth understanding of project delivery methodologies (e.g. ITIL, PRINCE2, Agile) and experience embedding best-practice frameworks.
• Experience overseeing pre-sales and solution design processes, ensuring solutions are commercially viable and aligned with customer needs.
• Degree or equivalent experience in Business, Operations, or related field; relevant professional certifications (e.g. ITIL, PRINCE2, Agile).