Global Head of Delivery Excellence

Brand
Edge by Ascential
Job function
Content
Job type
Perm Full Time
Job location
Dublin
Salary
Competitive market rate salary
Job ref
R5703

We're looking for a Global Head of Delivery Excellence to join our team in the UK or Ireland as part of our Customer Support function.

 

Key Responsibilities 

  • Champion agile delivery methodology and help build understanding and capability across all teams.

  • Owns the roadmap and delivery responsibility for systems and tools to deliver all aspects of Digital Shelf operations

  • Facilitate cross-functional groups to plan and deliver projects – Key stakeholder groups include Data Governance,  Engineering, Product, Customer Insight, Client Education and all Customer Facing Teams

  • Provides input for continuous service improvements.  How to improve services and systems to reduce generation of high call volumes.Make sure projects are appropriately resourced with the skills and expertise to meet their needs.

  • Coordinate multiple work streams to ensure there is a clear pipeline of work to be delivered next.

  • Identify and mitigate risk and blockers to successful delivery.

  • Manage, monitor and measure workflows to ensure value is delivered early and often.

  • Take a pragmatic approach to capability building, adapting to different business needs or styles.To act as a senior escalation point for complex and technical delivery queries and issues. 

  • Ensure excellence in customer support experience.

  • Work with other teams, both internal and external, to deliver the best experience for our customers.

  • Training and Knowledge Transfer to Customer Operations, Offshore Partners and our customers.

  • Work collaboratively and support  the Customer Operations Delivery team and Offshore Partners

  • Proactive and direct interaction with functions of the Customer Operations and Offshore Partners and with our customers regarding queries and change requests.

  • Proactive approach in identifying opportunities for improvement to help drive operational efficiency.

  • Provides input for continuous service improvements.  How to improve services and systems to reduce generation of high call volumes.

 

Your Experience

  • Experience of championing agile delivery practice within an organisation.

  • Knowledge of Scrum, Kanban and lean methodologies coupled with a deep understanding of the principles of agile and the processes behind effective product delivery.

  • Skilled communicator – able to flex style between coach, adviser, manager and challenger.

  • Collaborative worker – able to work closely with leadership and other teams.

  • Effective relationship builder with strong stakeholder management skills.

  • Keen interest in coaching – ability to engage, motivate and deliver change to create an iterative and evidence driven mindset.

  • Curious and creative thinker – to create a learning organisation committed to continuous

  • improvement and always striving to do things better.

  • Resilient – with the ability to stay the course to embed an agile culture.

  • Ability to successfully work with offshore teams and external partners.

  • Dedication to quality, attention to detail, persistence and ability to follow through.

  • Ability to work cross-functionally

  • Excellent verbal and written communication skills

  • Excellent problem solving and data analytics skills

  • Ability to explain complex issues and analyses into an easy way

  • Logical thinker

  • Experience analysing and handling data

  • E-Commerce experience

  • Experience working to deadlines and KPI targets around quality, timeliness and completeness

  • Experience working in Data or Customer Operations

 

Inclusive Workforce

At Ascential, our goal is to create a culture where individuals of all backgrounds feel comfortable in bringing their authentic selves to work. We want all Ascential people to feel included and truly empowered to contribute fully to our vision and goals.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.

For more information on our culture, visit Ascential.com.

 

About Edge    

Edge by Ascential™ delivers some of the industry’s most accurate and actionable sales-driving data, insights and advisory solutions for global brands and retailers looking to win in today’s ecommerce-driven world. 

Formerly Brand View, Clavis Insight, One Click Retail and PlanetRetail RNG, Edge by Ascential was launched in October of 2018, bringing four brands under one roof. Our market leading products are a product of our people and we are always in the market for top talent. 

If you are interested in progressing your career, this position represents a great opportunity to join our team at an exciting stage in its development and expansion. Edge is headquartered in London, with offices in the USA, UK, China, Germany and France. Find out more at www.ascentialedge.com 
 

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