Head of Service Delivery at COSEKE

JOB  DESCRIPTION

Position Level: Senior Management

Position Code: HSD

Department: Service Delivery

Reports To:  Country Manager

Job Summary

This role is responsible for planning, executing and completing projects on-time, within budget as agreed with key project stakeholders.  This includes acquiring resources and coordinating the efforts of project team members and third party providers to deliver projects according to plan.  The Service Delivery Head is also responsible for defining the project objectives, completing a business case, ensuring key weekly milestones are achieved and preparing short weekly project updates for project stakeholders.

This role is to also drive the service delivery department in delivering the company’s operational objectives in product and service offerings, customer service and profitability.  In addition, lead and manage team members within the service delivery portfolio.  This role will also assist the Country Manager in delivering the strategic objectives of providing professional and efficient customer service to all COSEKE business partners, clients, suppliers and employees.

Key Responsibilities:

Projects are delivered on time, on budget and with the features and functionality specified by the project’s stakeholders

• Facilitate the development and acceptance of the Project Objectives and Business Case
• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders
• Develop comprehensive project plans that cover all project related areas such as scope management, time management, risk management, quality management etc.
• Develop and manage a project budget that is approved by key stakeholders
• Manage and control the project in line with project and budget plans developed
• Execute a successful handover of project outputs into the relevant support area of the business
• Facilitate the transition of the project into the benefits realization stage and support phase.
• Effectively apply the best project management Frameworks/methodologies and enforce ISO project quality standards.

Key Performance Indicators

• Timely Preparation of projects documentation (s)/ reports as desired.
• Quality of Projects documentations/reports.
• Quality of Projects.
• Planned hours of work vs. actual situation.
• Overdue project tasks / crossed deadlines.
• Percentage of overdue project tasks.
• Missed milestones.
• Percentage of projects completed on time.
• Percentage of projects accepted by clients.
• Percentage of cancelled projects.
• Percentage of tasks completed and approved.
• Cost of managing processes.
• Project resource utilization.
•  Return on investment (ROI).
•  Percentage of projects on budget before implementation.
•  Number of budget iterations.
•  Percentage of projects

Communication and Reporting.

• Set and continuously manage project expectations with team members and other stakeholders through the establishment and implementation of an effective communication strategy.
• Communicate project risks and issues to relevant stakeholders and escalate where appropriate in line with escalation process.
• Estimate the resources and participants needed to achieve project goals and track resource hours expended on the project.
• Provide project progress and forecast reports as directed by the Senior management team and key stakeholders.

Key Performance Indicator:

• Reporting documentation is delivered according to an agreed schedule.
• Risks and issues are clearly addressed and communicated to relevant stakeholders.
• Resource hours are captured for each project.

Effective and efficient management of resources.

• Identify and engage required resources, ensuring that expectations are known, managed and fulfilled within the project constraints.
• Manage resources effectively and efficiently to ensure the budget and project plan objectives are met.
• Identify the need for additional staff and / or consultants and recommend to the senior management team and Head of Human Resources.
• Conduct performance evaluations with project team members and provide coaching / mentoring as required during the course of the project.
• Pro-actively identify and resolve issues and conflicts within the project team
• Coach, mentor, motivate and supervise project team members and influence them to take positive action and accountability for their assigned work.

Key Performance indicators:

1. Resources managed in line with the project budget and plan.
2. Resources performing to required standards and poor performance addressed early.
3. Continuous Improvement
4. Conduct project reviews to assess outcomes of projects, against established baselines, and to evaluate effectiveness of project management practices.
5. Lead or participate in internal improvement initiatives.
6. Document and publish all lessons learned.

Key Performance Indicators:

1. Project reviews  held at the end of each phase / project.
2. Lessons learned for each project are documented and freely available.

Leading and managing high performing team.

1. Recruits and selects high performers, develops talent and then recognises and rewards performance in coordination with Head of Human Resources and Administration.
2. Improve communication skills and capability of Service Delivery Team
3. Ensure Service Delivery department work with other departments to deliver timely and informative reports.
4. Motivate the Service Delivery team by effectively communicating goals, performance expectations (KPIs), policies and procedures and ensuring staff are suitable trained or skilled to meet the demands of their roles and hold them accountable.
5. Drives high performance in the team through managing and coaching the team, prioritise work to meet outcomes, monitor workloads, reviews performance and provide quality feedback to staff and senior management.
6. Develop positive attitude within and across the department
7. Develop teamwork within and across the department
8. Ensure effective succession planning and delegation.
9. Facilitates regular team meetings to discuss issues, share knowledge, share achievements, provide training and direction.

Key Performance Indicators:

• Through the support of Head of Human Resources, hires good/competent people using a defendable process. 
• The team shares information and knows what is expected of them. 
• Non-performance is challenged and performance is recognised and rewarded. 
• The team is developed and trained.
• Service Delivery team are capable and deliver expected results to the business 
• Company stakeholders value Service Delivery department input and analysis.
• Good motivation and reward systems
• Motivated team
• Positive work attitude
• Positive teamwork within and across departments
• Effective communication, planning and reporting within and across departments

Other Roles

• Review the project proposal, budget, targets, key performance indicators and ensure that the planning is realistic (Measurable, Reportable & Verifiable), both in terms of budget and implementation.
• Work with the concerned staff and, projects/departments to ensure effective implementation of the project.
• Review projects implementation plan to ensure that these are realistic, both in terms of budget and overall project plan.
• Regularly review & track the project progress against milestones and take corrective action where required, raising issues with the concern personnel as needed.
• Monitor tasks related to mobilising finance for FSM services including setting up mechanisms to track investments and collecting data & information
• Guide and lead the project team to achieve specific goals, objectives and Key Performance Indicators (KPIs) of the project.
• Ensure that work is appropriately delegated and staff members are empowered to carry out tasks independently where appropriate to their skills and capacity.
• Ensure efficient project management procedures are implemented to enable monitoring of projects and accurate reporting of progress.
• Ensure strict adherence to COSEKE’s ethics, policy and pro-actively encourage transparency and openness in all activities. 
• Ensure procurement and contracts are prepared and issued to COSEKE’s standards and procedures/ in-country legal frameworks and are managed effectively.
• Financial and budget control of selected tasks and components and coordinating with the Finance Manager regarding budget control and financial progress;
• Retain an entrepreneurial approach to deliver the project, proposing creative solutions, reducing inhibiting business factors and looking for market-based solutions in coordination with the concern staff of COSEKE.
• Build strong relationship with the customers and arrange customer visit and regular progress review meeting by them
• Represent COSEKE, building and maintaining relationships and partnerships with relevant service providers and customers
• Ensure customer satisfaction
• Supervise the staff in the service delivery department
• Assist in Recruitment of Project Staff (as and when required)
• Performance Management
• Staff Development: develop plans for capacity building of the service delivery team to enable the team to be more self-standing in the future.
• Support effective communications and joint working within the team and with other teams across the organisation. 
• Implement the company’s ISO 9001:2015 Quality Management system by following established processes and procedures
• Prepare regular work plans and reports on a daily, weekly, monthly and annual basis

Education / Knowledge / Experience Needed:

1. Bachelor’s degree in the field of Business-Commerce or IT, formal training and certification in a recognized project management methodology, for example PRINCE2, PMP.
2. Knowledge of applications and systems.
3. Highly competent in the use of Microsoft Excel, PowerPoint, Word and Project
4. Understanding of project management principles in an IT firm.
5. Proven ability to develop budgets and effectively manage financial, physical and human resources,
6. Proven knowledge of technology and information systems.
7. Experience in managing projects in a complex information technology environment

Supervisory Responsibility: Project Assistants