Head, Service Delivery

KEY RESPONSIBILITIES

Your north star is to Safeguard and Propagate Hugo’s Reputation for Excellence through responsibilities including, but not limited to: 

(1) Client Relationship Management: Build and maintain strong relationships with client leadership to understand their needs, expectations, and constantly evolving goals; Regularly communicate with clients to provide updates on service delivery, address concerns, and gather feedback.

(2) Service Quality Assurance: Codify and enforce quality standards and service level agreements (SLAs) to ensure that service delivery teams consistently exceed client expectations; Monitor performance metrics and KPIs to track service quality and take corrective actions when necessary.

(3) Team Leadership and Management: Recruit, train, and manage a team of service delivery professionals, including Account / Project / Quality Assurance/ Workforce Managers, and other frontline staff; Foster a pervasive culture of excellence, coaching, and collaboration, as well as real-time feedback within your direct reports and broadly across Hugo.

(4) Operational Efficiency: Develop and implement efficient and scalable operational processes and workflows; Identify opportunities for process improvement and automation to optimize resource utilization and reduce operational costs.

(5) Resource Allocation: Allocate resources, including spend, personnel and technology, to ensure that service delivery operations run smoothly; Manage staffing levels to meet client demand while controlling costs.

(6) Risk Management: Identify and mitigate potential risks and issues that could impact service delivery, such as security breaches, data privacy concerns, or technology failures; Develop and maintain disaster recovery and business continuity plans.

(7) Performance Reporting: Prepare and deliver regular performance reports to clients, highlighting key achievements, challenges, and recommendations for improvement; Provide internal reporting to keep the Leadership Team informed about service delivery operations.

(8) Compliance and Governance: Develop and execute robust service delivery governance and risk frameworks to identify, manage and minimize financial, reputational, and service delivery risks; Ensure that service delivery operations adhere to all relevant legal and regulatory requirements, including data protection, industry and client-specific standards; Implement and enforce company policies and procedures.

(9) Continuous Improvement: Drive a culture of continuous improvement within the service delivery organization, encouraging innovation and the adoption of best practices; Conduct regular process reviews and audits to identify areas for enhancement.

(10) Client Expansion and Growth: Collaborate with the sales team to identify opportunities for upselling or expanding services with existing clients; Support the development of proposals and solutions for new client engagements.

(11) Cost Management: Develop and manage budgets for the service delivery department, ensuring cost-effectiveness and profitability; Implement cost-saving strategies without compromising service quality.

ABOUT YOU

• Client-centric.
• Highly organized and well-structured: both in the way you think and communicate.
• Perfectionist at heart; you set a high bar for your work and lead others to do the same.
• Global; you can move seamlessly between our US/UK clients and our predominantly African workforce. 
• Empathetic

QUALIFICATIONS

• Bachelor's degree required. MBA is strongly preferred.
• 10+ years in progressively responsible leadership roles, preferably in a fast-paced environment.
• Formative (professional) years working spent at a top-tier professional services organization or within a highly structured environment.
• Strong leadership and people management skills, with experience leading and motivating teams.
• Demonstrated ability to foster a positive and collaborative work culture.
• A history of successful client relationship management, with a focus on understanding client needs, building trust, and delivering exceptional service.
• Excellent written and oral communication skills, for effectively interacting with clients, team members, and senior management.
• Understanding of budgeting, cost management, and financial analysis to ensure profitability while maintaining service quality.
• Strong analytical and problem-solving skills.
• Ability to make data-driven decisions and prioritize effectively.
• Superior organizational skills, including the ability to handle multiple competing priorities in a fast-paced environment.
• Knowledge of risk assessment and mitigation strategies, as well as a solid understanding of compliance requirements, data privacy regulations, and security standards.

WHAT WE OFFER

• A competitive compensation package. 
• A high-energy work environment.
• Large-scale, measurable impact. 
• An opportunity to shape the future of work in Africa!