The Delivery Lead contributes to the MSX Vision, Mission and Purpose by delivering âValue to Customerâ; ensuring quality, cost and timing of the Value Steam 04 projects delivery; managing the design, supply and set up for new business, and leading the Value Streamâs delivery to meet the regional and Global Targets. The Delivery Lead actively leads the continuous improvement culture across the Value Stream, fostering standardization, innovation and digitalization into the Value Stream.
The Delivery Lead is MSXâs primary operational client interface, collecting feedback and monitoring customer satisfaction and retention, driving the improvement of the delivery quality and the value of MSX solutions. In cooperation with the Sales Team, this role is responsible for business renewal/retention and is involved actively in People management: carrying out individual performance reviews to secure understanding of targets, and monitoring performance across the Local Delivery Team within the Value Stream.
Key activities and responsibilities:
- Ensure the design, supply, set up and delivery management of new Business across the Value Stream at Local level
- Ensure Lean and continuous improvement implementation across the Value Streamâs delivery
- Monitor Customer Satisfaction trends, including Customer Satisfaction Index (CSI)
- Carry out ongoing customer reviews / contacts to ensure customer requirements are well understood and service delivery exceeds customer expectations
- Ensure actions are taken to prevent and address potential internal and external customer concerns
- Establish employee (direct reports) individual targets in line with Value Streamâs overall targets
- Carry out ongoing individual performance reviews to ensure understanding of targets and monitoring of performance across the Value Stream
- Improve People management processes, support employee development and growth, and increase employee satisfaction and engagement across the company
- Provide feedback to your Manager on product/solution development opportunities as a consequence of frequent customer contacts, industry knowledge and âad hocâ interactions with strategic business consulting companies, to foster innovation into the Value Stream.
- Drive the Local Value Stream delivery to meet the targets (aligned with global target)
- Coordinate and/or organize the support to the Local Client Leader during the pre-sales and sales phases
- Be responsible for the Local Value Stream/s P&L
- Be responsible for providing on time all the invoicing instructions needed to Finance teams
- Develop and implement resource plans to ensure project delivery at the highest quality standards which maximizes business opportunities
- Communicate with all employees on a regular basis via Operations meetings, Newsletters, road shows, Town Hall meetings, emails etc.
- Assess and mitigate risks
- Continuously enhance the operational environment to ensure robust processes, sound governance and stable/predictable project outcomes.