The Head of Service Delivery is responsible for overseeing and leading the PMO for EMEA Operations Shared Services, establishing project management standards, and ensuring successful project delivery. The role will also responsible for enabling the delivery of high-quality services to our clients through the delivery of market leading process and technology driven changes. The successful candidate will lead a team of service delivery professionals, fostering a culture of excellence and collaboration.
The Head of Service Delivery reports to the Operations Director and works closely with other leaders to ensure alignment with the functional and organization's strategic goals.
Key Accountabilities and Responsibilities:
- Strategic Leadership: Develops and implements the Operations functions vision, strategy, and goals in alignment with the organization’s overall objectives while maintaining compliance with internal and external guidelines. Drive innovation in service delivery processes to enhance customer satisfaction and operational efficiency
- Governance and Standards: Establishes and enforces project management methodologies, standards, and best practices to ensure consistency and quality across projects. Implement governance frameworks to oversee project execution and compliance.
- Complexity: Evaluates and navigates project complexity to ensure that approaches and plans enable the project team to successfully navigate the project life cycle.
- Portfolio Management: Manages the project portfolio by evaluating, prioritizing, and selecting projects that align with organizational strategy and resource capacity. Monitors project progress and performance against established metrics to ensure delivery on time and within budget.
- Resource Management: Oversees the allocation of resources across projects, ensuring optimal utilization and addressing any resource conflicts. Develops workforce planning strategies to meet project demand.
- Scope and Risk Management: Establishes a framework for identifying, assessing, and managing risks across the project portfolio. Ensures that risk management practices are integrated into project planning and execution.
- Stakeholder Engagement: Builds and maintains relationships with key stakeholders, including senior management, project sponsors, and team members. Communicates project progress, challenges, and results effectively to stakeholders at various levels.
- Project Reporting and Metrics: Develops and implements reporting mechanisms to track project performance and PMO effectiveness. Provides regular updates to executive leadership and other stakeholders about the overall status of the project portfolio.
- Learning and Development: Leads the learning and development initiatives for project managers and team members to enhance their capabilities. Foster a culture of knowledge sharing and continuous improvement within the PMO and the entire CBSP.
- Project Communication and Change Management:Oversees change management processes to ensure smooth transitions and stakeholder buy-in for new initiatives and projects. Communicates changes effectively and provide support to affected parties.
- Continuous Improvement: Identifies opportunities for process improvements and efficiencies within the PMO and across project management practices. Conducts post-project evaluations to capture lessons learned and apply insights to future projects.
- Team Leadership: Leads and mentors the PMO team, promoting a collaborative and innovative work environment. Assesses team performance, provides feedback, and facilitates professional development.
- Communication Management: Manage communications for both business-as-usual (BAU) and project-related activities to ensure a well-informed community and function. Develop and implement communication strategies that enhance transparency and engagement across the organization.
Requirements:
- English – advanced (verbal and written)
- Minimum of 10 years’ experience in a PMO or similar function and implementing project management methodologies and principles in the areas of Portfolio Management, Standards and Governance, Reporting and Metrics, Scope and Risk Management, Resource Management, Change and Communication, Learning and Development, and Continuous Improvement.
- Minimum of 5 years in a leadership role, with proven ability to mentor and develop project management professionals or team members.
- Possess strong creativity when articulating a PMO vision and drive solution according to the company’s strategic goals and business objectives.
- Proven record of ability to work effectively in a highly matrixed organization across all levels of an organization.
- Proven ability to operate strategically and have a hands-on approach.
- Bachelor’s Degree preferrable
- Project Management Professional (PMP) certification or equivalent preferred
- Lean Six Sigma certification or equivalent preferred
- Possess strong influencing and interpersonal skills, homed in a demanding and high performing work environment.
- Experience in an insurance /financial shared services/BPO environment.
- Continuous Learning: commitment to staying abreast of industry trends, emerging technologies, and evolving best practices in project management and process improvement
What we offer in return:
• 32 days of vacation a year
• 2 days working from home option + additional flexible days
• Working from home allowance
• Entry time flexibility
• Private medical insurance
• Life and accident insurance
• Meal allowance
• Pension plan
• Stock purchase plan
• Flexible compensation scheme
• Gympass
• Employee assistance program
• Comprehensive Learning & Development offer
Integrity. Client Focus. Respect. Excellence. Teamwork
Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.
Diversity & Inclusion
At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Equal Opportunity Statement
It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
Applicants for positions with Chubb Spain must be legally authorized to work in Spain.
