Delivery Excellence Manager

Senior Manager - Managed Services Governance & Assurance

Role Overview

We are seeking an experienced Senior Manager / Associate Director to lead Governance, Performance and Delivery Assurance for a strategic Managed Services portfolio.

This leadership role will be responsible for driving operational governance, delivery effectiveness, performance visibility, risk management and continuous improvement across large-scale managed services engagements.

The successful candidate will work closely with Delivery Leaders, Account Leaders and Business Executives to strengthen operational excellence, improve service performance and ensure consistent delivery of business outcomes.

This is a high-impact role requiring a blend of operational leadership, strategic thinking, stakeholder management and delivery governance expertise.

What You Will Be Responsible For

Serve as the Governance and Performance Leader for a Managed Services Portfolio

• Act as the trusted advisor to delivery and account leadership teams on operational performance and delivery effectiveness.
• Establish governance frameworks that provide visibility into service performance, risks, operational health and business outcomes.
• Drive disciplined execution through governance forums, operational reviews and leadership reporting.
• Influence strategic decisions using data-driven insights and performance intelligence.

Drive Delivery Assurance and Service Health

• Establish mechanisms to assess delivery health, operational maturity and service effectiveness.
• Identify emerging risks, delivery challenges and performance gaps before they impact clients or business outcomes.
• Lead remediation and improvement initiatives in collaboration with delivery teams.
• Create executive-level visibility into operational performance and portfolio health.

Strengthen Risk, Compliance and Operational Resilience

• Build and maintain a robust operational governance ecosystem.
• Oversee risk management, controls effectiveness and compliance adherence across the portfolio.
• Promote operational resilience and proactive risk mitigation practices.
• Ensure readiness for internal and external audits, assessments and client reviews.

Lead Performance Measurement and Insights

• Define performance frameworks, KPIs and operational scorecards.
• Develop meaningful reporting and dashboards that enable effective decision-making.
• Analyse trends, identify improvement opportunities and provide actionable recommendations to leadership.
• Promote a culture of accountability through transparent performance management.

Drive Delivery Maturity and Operational Excellence

• Develop and embed best practices, standards and operating models that enhance delivery consistency and quality.
• Lead service maturity assessments and identify opportunities for capability advancement.
• Drive adoption of leading industry practices across operations, governance and service management.
• Champion continuous improvement and operational transformation initiatives.

Enable Business Growth and Client Confidence

• Strengthen confidence among delivery, account and executive stakeholders through effective governance and assurance.
• Support growth initiatives through improved operational scalability and delivery maturity.
• Partner with leadership teams to ensure governance models evolve with business and client needs.

Leadership Expectations

This role is expected to operate as a business leader, not a programme manager.

The Senior Manager / Associate Director will:

• Independently lead the Governance & Performance agenda for assigned service lines.
• Influence senior stakeholders across multiple organisational levels.
• Shape strategic priorities and transformation roadmaps.
• Coach and mentor team members.
• Build credibility as a recognised subject matter expert in managed services governance and operational excellence.
• Represent the function in leadership reviews, client discussions and strategic initiatives.

Experience & Qualifications

Required

• 18+ years of experience in Managed Services, Technology Services (AMS / FS / Digital Engineering), or Cyber Security Services.
• Demonstrated experience leading governance, operational excellence, service management or delivery assurance functions.
• Strong understanding of managed services operating models and service delivery frameworks.
• Experience working directly with senior business and delivery stakeholders.
• Proven ability to drive organisational change and operational transformation.
• Strong analytical, communication and executive presentation skills.
• Experience within Cyber Security Managed Services, SOC Operations, Infrastructure Operations, Cloud Operations or Technology Operations environments.
• Experience with ITIL, ISO 27001, Service Management and Operational Excellence frameworks.
• Exposure to AI-enabled operations, intelligent automation and digital transformation initiatives.
• Experience in global delivery environments supporting complex enterprise clients.