Delivery Manager

**Business Unit**: Operations Excellence

**Reports To**: NAC Consulting Directors
Direct Reports up to 10

ABOUT US
Delivering Operations Excellence and Business
Transformation in the Asia Pacific region. NAC
Consulting offers high-quality solutions specific to
customer needs, specialising in Financial Services.
We are committed to facilitating knowledge transfer to
create organisational resilience and provide business
leadership to navigate change.
At NAC Consulting individuals are encouraged to think
of new ideas and try them. Processes and procedures
are fluid. We understand there is no one right answer
to a problem, but rather experimentation drives many
projects, efforts, assignments and ultimately
opportunities to improve.
VALUES POSITIVE BEHAVIOURS
Quality We always strive to produce excellent work that pushes the company upward.
Responsibility
We embrace our responsibilities and enjoy the process of solving problems and providing
effective solutions that add value to our customers.
Individuality
The company deeply respects the knowledge, skills, ideas and capabilities individuals brings to
the table.
Trust
Team members feel comfortable and confident in having a voice, and trust their ideas will be
well received.
Creativity Team members are fountains of new ideas, fuelling better solutions for our customers.
Leadership
All team members share the company’s vision and passion and propel it forward with
confidence.
Accountability Team members are dedicated to their work and take full responsibility for their duties.

ABOUT THE ROLE
Currently we have an excellent opportunity for an enthusiastic & hands on Delivery Manager to join our dynamic team.
The service delivery manager will embrace both administrative and technical outputs. The role is best suited for skilled
and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about
delivering end-to-end customer-driven solutions.

**IN THIS ROLE YOU WILL LEARN HOW TO**:

- Influence operational teams across the business to implement and maintain a high-performance culture under the

Operations Excellence framework.
- Assist various business units in meeting agreed efficiency targets and helping to realise business benefits as a

result.
- Demonstrate thought leadership within an organization.
- Drive operational change from within the business by providing insight and direction on efficiency, quality and

customer performance
- Exhibit effective listening skills and superb communication skills. Actively seek feedback and receive it in nondefensive manner.
- Assist with the design, build and implementation of operational excellence tools and templates.
- Operate within governance structures and guidelines to ensure operational risk profiles are maintained.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES
- Assist various business units in meeting agreed efficiency targets and helping to realise business benefits as a

result.
- Central point of reference for administration tasks to manage and report on any business-driven timing or

activity changes.
- Ensure that service delivery and service support processes are on track to deliver a high level of client service in

an effective and cost-efficient manner.
- Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
- Ownership of critical incidents, coordinating with resolution parties, and establishing effective communication

between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Analysing third-party and internal processes and creating strategies for service delivery optimization.
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery

upgrades.
- Providing accurate and regular reports to the management on performance of the service delivery.
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between

departments.
TECHNICAL SKILLS EXPERIENCE/QUALIFICATIONS
Familiar with and an understanding of organisations within the

**Finance Industry. Demonstrated experience in**:

- Proficiency in leading both physical and virtual teams.
- Experience in dealing with third-party-provided services.
- Operational ability in a diverse, large-scale environment.
- Exceptional customer-facing skills.
- In-depth knowledge of escalation procedures, incident

management, and other disciplines related to service delivery.
- Mastery of ITIL (Information Technology Infrastructure Library)

principles.
- Expertise in people management and leadership.
- Strong organisational skills.
- Capacity to train and guide junior team member