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The Delivery Leader
The Delivery Leader is accountable for end-to-end delivery excellence across a portfolio of strategic client accounts at aston holmes.
This is a leadership role for someone who is passionate about people and excellence. Leading a mix of managers, and senior individual contributors you’ll take ownership for making sure we support and develop our teams to deliver excellence whilst building and expanding our relationships with key clients.
Working directly with the founders you’ll be instrumental in ensuring we exceed our clients expectations, stay at the cutting edge of delivery in an AI enabled future whilst creating an environment for our people to be the best unique versions of themselves.
Key Accountabilities
Delivery Excellence and Client Experience
- Own delivery outcomes across a portfolio of key accounts, ensuring consistent, high-quality execution across all solutions and worker categories we support clients with.
- Set and embed delivery standards, governance, and performance rhythms to ensure a world-class experience for clients and candidates at every touchpoint.
- Partner closely with clients to understand evolving needs, anticipate risks, and proactively shape solutions.
- Act as the senior escalation point for clients, resolving issues decisively and protecting long-term relationships.
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Portfolio Ownership and Account Growth
- Take full ownership of deliverables for key accounts, balancing delivery performance with commercial outcomes.
- Identify opportunities to grow existing accounts, including expanding scope, introducing new services, and deepening strategic partnerships.
- Work closely with sales and leadership teams to convert strong delivery into repeat business, referrals, and long-term account growth.
- Track and manage account health metrics including satisfaction, retention, margin, and growth.
Leadership and Team Development
- Lead, coach, and develop managers and delivery leaders, building high-performing, accountable teams, with particular focus on our hubs in South Africa.
- Create an environment where people feel supported, challenged, and inspired to do their best work.
- Build scalable delivery capability by developing future leaders, strengthening succession, and embedding best practices across teams.
- Champion aston holmes’ culture, values, and ways of working across all delivery teams.
Operational Discipline and Innovation
- Establish clear delivery frameworks, performance dashboards, and operating cadences across the portfolio.
- Ensure compliance with internal standards, client SLAs, and regulatory or contractual requirements.
- Champion innovation and agile working, championing curiosity to do things optimally rather than follow the status quo.
- Work with our AI lead to stay abreast of emerging technologies to use within aston holmes or our wider client base.
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What Success Looks Like
- Clients describe their experience as effortless, trusted, and best-in-class.
- Delivery teams are engaged, high-performing, and develop quickly.
- Accounts under your leadership are retained, expand, and deepen year on year.
- Senior leaders trust you to run your portfolio with autonomy, accountability, and commercial maturity.
Experience and Capability
- Proven experience leading delivery within Embedded / RPO environments, with off-shore experience highly advantageous.
- Demonstrated ability to manage and develop managers and delivery leaders.
- Strong commercial acumen with experience growing accounts through delivery-led relationships.
- Exceptional stakeholder management skills, with confidence engaging up to board level.
- A track record of building high-performing teams and delivering consistently excellent outcomes.
- Track record of identifying and implementing automation and innovation.
- Low ego, unwavering passion for excellence and the ability to truly have fun at work.
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