Operations Excellence Lead

The purpose of this role is to drive increased effectiveness and efficiency of service delivery through defining best practice ways of working (people, process, data & tech), minimum standards, enabling products & tools and common set of service delivery metrics that monitor performance.

Being the Global Process Owner for our Service Line Service across all markets, collaborating with product and technology teams across our top markets to enable consistent service delivery models utilising preferred products, platforms and technologies to achieve the best Service Line outcomes for our clients.

Collaborating with market, agency leaders, subject matter experts and client teams, to develop roadmaps and adoption plans to ensure the delivery models are enabled with global integrity, upskilling local practice area leaders and teams to own the ongoing continuous improvement agenda.

Job Description:

• Key responsibilities:
• Owns the service delivery models, defining global standards for ways of working, process, product and technology
• Defines the RACI and spans of control required for delivery teams
• Supports key markets and global client teams to adopt the service delivery models, driving continuous improvement and focus on utilisation management, pyramid management, and tenure & compensation management to reduce overall cost-to-serve.
• Owns the operational execution of the service delivery models and support ongoing design of GDN, mapping out activation and change plans to help teams migrate to the new way of working and technologies, in markets and the GDN
• Partners with our Global Delivery Network centres and leverage offshore delivery centres to execute our services at a lower cost
• Works with key stakeholders from our brands, Commercial Finance and New Business teams to integrate service delivery models into new business opportunities, client delivery and commercial models
• Embeds the service delivery models into new business opportunities and support global pitch teams in building this into their sales offerings
• Monitors and QAs the quality / efficacy of the service output across clients and markets to ensure successful execution of the service delivery models and enable continuous improvement for the GDN design
• Establishes a community of practitioners, focused on the continued improvement of their craft

Location:

CDMX – 1458 Avenida Insurgentes Sur

Brand:

Dentsu Creative

Time Type:

Full time

Contract Type:

Permanent