Delivery Excellence Lead

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. We are seeking a highly motivated Delivery Excellence Lead to join our team in India. The ideal candidate will have experience in client-facing delivery, in Project Management and Change Management roles and be able to work independently with strong attention to detail. The successful candidate will be responsible for developing and delivering successful outcomes that drive our teams to be more market ready, delivery capable, and deliver a differentiated client experience to those with whom we partner.

What You Will Be Doing A. Primary Role: Delivery Excellence Lead (Sr. Manager or Director). o Work with Practice Sales leaders, Delivery leaders, Project Managers towards: o Building a one-TTEC Digital sales and delivery motion. o Managing our delivery experience framework, CXEdge (method) to continuously evolve. o Building execution frameworks to support key governance activities in the firm. o Leading cross-functional teams to align expectations and drive change under our firm-wide LaunchX initiative. o Coach delivery teams in all aspects of the SDLC on best practices, approaches. o Drive development, advocacy, and adoption of business improvement initiatives within our India Innovation Studio across all practices. o Build and deploy organizational structures to support business operations models, such as managed services, monitoring services, pre-sales, estimation, and account management as appropriate.

B. Secondary Roles: o Project Management. o Serve as thought leader across our entire SDLC in terms of delivery expectations, frameworks, and collateral. o Review/validate quality, consistency, and applicability of submitted content within our CXEdge delivery method. o Support the development, usage, messaging of CXEdge delivery method within the context of our sales motion. o Support the development and execution of a project health monitoring mechanism. o Investigate business sales and delivery motion failures and build/deploy mechanisms to correct and improve them. o Manage projects as a project manager within the context of business improvement initiatives.

What You Bring to The Role • Bachelor's degree in engineering or related field. • MBA Preferred. • PMP, CMMI, ITIL, Agile, Lean, Six Sigma certifications a plus. • 10+ years of professional experience in project management of technical implementations and/or business transformation-based projects. • Strong organizational skills and attention to detail. • Strong presentation skills, both in terms of development and delivery. • Strong communication skills, with the ability to effectively communicate with stakeholders. • Ability to work independently, prioritize tasks, and meet deadlines. • Strong critical thinking and problem-solving skills. • Ability to work in a fast-paced environment and manage multiple projects simultaneously. • Must be able to influence, inspire, and drive work in a matrixed organizational structure. • Must be able to handle ambiguity, dream big, and challenge the status quo. • Experience with Global Delivery Model and stakeholder in US and EMEA time zone.