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Delivery Lead
Delivery Lead
The Delivery Lead role is a critical position within TEKsystems Global Services (TGS) delivery organisation, responsible for managing one or more projects/engagements at a time. A successful Delivery Lead possesses skillsets for managing people, processes, and issue resolution.
The delivery function may vary depending on client requirements, but a successful Delivery Lead is generally responsible for:
- On-/off-boarding of consultants
- Reporting and metrics support for consultant activities
- Issue resolution
The Delivery Lead ensures ownership of customer expectations, delivery assurance of services and deliverables, and maximises business benefits from project outcomes.
Role-specific responsibilities are detailed below, though exact tasks may be tailored in the Statement of Work (SoW) or defined by the Account Team during project inception.
Key Accountabilities
Solution Delivery
- Ensure unwavering alignment with project vision/SoW deliverables and customer technical requirements
- Collaborate with stakeholders to manage risk, scope, and compliance under contract terms
- Monitor revenue tracker for assigned engagements
- Provide consolidated reporting (resources, budget, project status) at Monthly/Quarterly Business Reviews (MBR/QBR)
- Lead issue resolution and escalation protocols involving Consultants, Customers, and Account Managers
- Oversee timekeeping accuracy among Consultants
Account Management
- Proactively conduct Customer and project health checks against target metrics
- Maintain high Customer satisfaction through requirement alignment and proactive support
- Engage in Account Strategy discussions with Sales, Solutions, and internal stakeholders
- Drive innovation in services to enhance Customer relationships
- Anticipate ** Customer's evolving needs**, beyond engagement deliverables
- Support Sales pipeline by identifying lead opportunities
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Management Responsibilities
- Serve as servant leader, guiding delivery activities
- Develop and enforce project documentation and procedures based on Flexible Capacity Methodology (FMLC)
- Ensure SharePoint (SMP) and Global Delivery Portal (GDP) updates
- Communicate HR policies to Consultant teams
- Allocate time for cross-project support or Team Member aid
Resource Management
- Coordinate Consultant requirements (onboarding/offboarding, performance tracking)
- Assist in preparation for Start Transition Phase (STP day)
- Resolve operational sourcing or staffing gaps
Requisite Abilities & Skills
- Excellent verbal/written communication and customer service skills
- Proven project data/risk analysis and mitigation expertise
- Personnel management, time management, problem-solving
- Accountability-driven approach
Basic Qualifications & Experience
Education & Certifications (Preferred)
- Bachelor’s degree or higher (optional but beneficial)
- Agile/Project Management/IT certifications (e.g., PMP, SAFe, ITIL)
- Experience with traditional or agile methodologies
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Professional Expertise
- Hands-on professional services (IT/PM/BA) experience
- Working knowledge of services outsourcing and stakeholder management
- Budget and financial reporting proficiency
- Intermediate-advanced Excel and PowerPoint skills
Additional Requirements
- Experience managing internal/external stakeholders at a consulting services firm
- Familiarity with project frameworks and process documentation
- Ability to assess IT environments and advocate continuous improvement
- Travel-ready role (up to 50% additional travel)
Mandatory Core Behaviours
- Customer-first mindset – Consistently prioritise Client needs
- Action-ready attitude – Drive ندية issue resolution with root-cause analysis
Behavioral Competencies
Collaborates
- Partners with:
- Account Managers, Directors, Solutions Executives
- Business Development Managers
- Finance/Operations teams (monthly reviews)
Communicates Effectively
- Ensures clear, timely communication to Customers, Managers, Consultants
- Actively engages in account discussions, war boards, and meetings
Instills Trust
- Responders promptly to queries (1:24 rule: acknowledge within 1h, respond within 24h)
- Nurtures transparency with internal partners for project alignment
Action-Oriented
- Solves sourcing gaps with innovative approaches
- Builds contingency plans based on Customer feedback and risks
"Other duties as requested" – The role may include additional client-specific tasks.
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