Global Delivery Director

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Job Details

Description

Role Description

As the key right hand to the COO you will ultimately ensure that quality service is seamlessly delivered to Cognia’s global clients by a highly motivated team of at least 100 team members. These teams are based both onshore and offshore and are managed through a Line and Team management structure. 

The role will encompass reviewing, reshaping and developing processes and systems within Cognia's service area, in order to ensure we provide world class delivery to our clients. You will develop an integrated view of our clients needs (internal and external) and business requirements, and ensure quality services are delivered on time, and within budget using best practice tools & techniques. 

In addition, you will be key to motivating the wider team and supporting the day-to-day operational management of the function. This will also require you to develop and manage positive relationships with large corporates, law firms and financial services clients, who operate in the global environment

Finally, you will support and at times lead the shaping and delivery of proposals.

Key Responsibilities:

  • Lead and develop the service delivery function, leading strategic initiatives and embed a culture of continuous improvement through the delivery team while meeting customer delivery deadlines and quality standards
  • Enable and champion a service delivery culture, promote ongoing service improvements, to improve quality and client satisfaction
  • Team leadership, management, mentoring and individual growth of the service delivery teams
  • Develop and maintain relationships with clients and stakeholders across the business to understand and deliver on new business opportunities
  • Maintain a high level of utilisation across the delivery team
  • Integration and alignment of agile frameworks and methodologies to accelerate agile adoption
  • Managing different stakeholder expectations
  • Agree on, monitor and refine KPI’s with the Legal Delivery team
  • Overall accountability of the quality of service and performance, ensuring future growth projections within clients of BAU environments and client projects are understood and factored into capacity planning for all associate systems and resources
  • Detailed knowledge of the clients contracts and obligations (SOW), understanding the contractual risks and opportunities, and using them to your advantage
  • Meet monthly and quarterly objectives
  • Develop and maintain a strategic partnership with clients, and take accountability for the delivery of what has been commercially contracted
  • Take accountability for the identification, mitigation and management of all risks relating to the delivery of the business outcomes
  • Build and drive a high-performance culture across business, suppliers, contractors and permanent staff to ensure single-minded focus on the outcomes of the programme
  • Manage the performance of the team, as well as promote and support career development
  • Support and at times lead the shaping and delivery of proposals
  • Overall responsibility for business unit

Candidate Requirements:

  • 10+ years experience working in a similar environment such as Global service delivery in the legal and/or professional sectors
  • Proven experience of running and scaling large service delivery teams across multiple international locations in an agile industry
  • Demonstrated ability to deliver a culture of service excellence in an agile business; always putting our customers, our people and our business at the centre of everything
  • High level of technology knowledge and adoption and experience in digitizing delivery processes
  • Professional degree appropriate for the role – ideally LLB or Legal background experience
  • Experience in managing teams, including coaching and development of team members

Candidate Competencies: 

Honest communication

  • Constructively express challenging and sensitive views at senior level, whilst maintaining balance and respect for others
  • Proactively communicates Cognia’s offerings and services externally

 Being agile

  • Drives new approaches across teams, creates environment where flexibility and adaptability are rewarded
  • Gathers wide ranging and novel information, ideas and possible approaches to inform strategy development
  • Is a self-starter and with an entrepreneurial mind-set

Bringing the values alive

  • Acts as role model and champion for Cognia values
  • Demonstrates continual self-development and recognises that they must continue to learn and grow
  • Encourages managers to pay attention to own well-being, self-development and self-awareness and to that of their colleagues

Building strong relationships

  • Actively builds and nurtures a network across industry and sectors which provides market data, advice, guidance and new business opportunities
  • Champions employee development, ensures development opportunities are in place and managers are held accountable for developing employees

 Delivering excellence

  • Develops and implements models and frameworks for success and focuses strategically and proactively on approaches that deliver the best outcomes
  • Cultivate an environment that supports continuous improvement e.g. allowing mistakes without impacting end quality to client
  • Does not let operational challenges or issues become obstacles to reaching end goal
Job ID
177
Job Title
Global Delivery Director
Start Date
03/01/2022
Application Deadline
February 18, 2022
Salary Range
no minimum salary specified - no maximum salary specified
Min. Years of Experience
10.0
Job Location
Cape Town,
Website
https://www.cognialaw.com/careers/ 

Contact Information

Name
Karen October
Email
HR@cognialaw.com 
Best Method of Contact
EMAIL
221048