Delivery Owner at CloudFactory in Nairobi, Kenya

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    Delivery Owner

    CloudFactoryNairobi, Kenya

    Posted

    5 days ago

    Apply by

    1 Sept

    Full Time
    On Site
    Senior
    ICT & Telecommunications
    Product & Project Management

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    Job Description

    As a Delivery Owner, you are responsible for the delivery of complex client projects across global and multi-region environments. This is a senior delivery role requiring strong operational expertise, commercial awareness, and confident decision-making in fast-moving, ambiguous environments. The role owns end-to-end delivery outcomes and coordinates across multiple internal teams and client stakeholders to ensure commitments are delivered successfully.

    Key Responsibilities

    • Own end-to-end delivery performance SLAs, KPIs, quality, timelines, commercial outcomes in partnership with the DSL, SL
    • Lead delivery in complex, fast-changing environments
    • Take full accountability for client commitments and outcomes
    • Identify risks early and drive resolution
    • Lead the resolution of incidents and ensure service continuity
    • Balance client expectations with operational and commercial realities
    • Build trusted relationships with senior client stakeholders Directors, VPs, Executives
    • Lead governance and delivery discussions
    • Provide clear recommendations and solutions
    • Challenge unrealistic expectations constructively
    • Act as a trusted delivery partner to the client
    • Coordinate project delivery teams at all levels for successful delivery
    • Drive accountability and execution across all delivery contributors
    • Align internal teams Ops, Talent, Finance, Compliance etc to deliver priorities
    • Remove blockers and manage dependencies
    • Influence stakeholders without direct authority
    • Support workforce planning for specialised talent needs
    • Ensure compliance with contractual, regulatory, legal, and security requirements
    • Maintain strong governance and reporting standards

    Required Qualifications

    • You are highly self-driven, calm under pressure, and decisive.
    • You take full ownership of outcomes and are comfortable operating independently in ambiguity.
    • You communicate clearly at all levels, build trust quickly across diverse stakeholders, and are confident, challenging and influencing when needed.
    • You are commercially aware, solutions-focused, and comfortable making decisions that balance client needs with operational reality.
    • You know how to drive execution through others in a matrix environment without relying on direct authority.
    • SLA / KPI delivery
    • Client satisfaction and retention
    • Delivery against commitments
    • Operational stability
    • Risk and escalation management
    • Governance and compliance adherence
    • Effective cross-functional execution
    • Revenue and Margin attainment
    • 7+ years in Service Delivery, Project/Program Management, Operations, or Client Delivery roles
    • Experience managing complex, multi-country or enterprise accounts
    • Strong experience with executive stakeholders and high-pressure delivery environments
    • Solid understanding of commercial impact, risk, and workforce coordination

    Job Details

    Job Function

    Product & Project Management

    Minimum Experience

    7 years

    Additional Information

    How to Apply: Interested and qualified? Go to CloudFactory on jobs.workable.com to apply.

    Master the Art of Executive-Level Delivery Governance

    This role sits at the sharp end of client delivery, where SLAs, KPIs, and commercial outcomes meet executive expectations. Hiring managers will probe how you've steered complex, multi-country accounts through ambiguity and pressure.

    1. Show evidence of end-to-end ownership: On your CV, highlight specific examples where you owned delivery outcomes from start to finish. Quantify improvements in SLA adherence, client satisfaction, or revenue attainment. For instance, mention a time you turned around a struggling account by restructuring workflows.

    2. Prepare for scenario-based questions: Expect questions like 'Tell me about a time you managed an escalation from a VP-level client.' Structure your answers using the STAR method, focusing on the actions you took without direct authority and the measurable results.

    3. Demonstrate commercial acumen: Be ready to discuss how you balance client demands with operational and financial realities. Review the posting's emphasis on revenue and margin attainment, and prepare examples of how you've optimized resource allocation to protect margins.

    4. Highlight matrix leadership: This role requires influencing without authority. Prepare stories that show how you aligned cross-functional teams—Ops, Talent, Finance—to deliver on commitments. Emphasize your communication and stakeholder management skills.

    5. Know your metrics: Be fluent in the language of SLAs, KPIs, and governance. Understand how to track and report on these metrics to executive stakeholders. Bring a sample dashboard or report you've used in the past to demonstrate your approach.

    6. Show resilience under pressure: The posting mentions high operational intensity and ambiguity. Share examples of how you've stayed calm and decisive during crises, such as major incidents or tight deadlines. Highlight your problem-solving process.

    7. Research CloudFactory's model: Understand their focus on global delivery and specialized talent. Tailor your answers to show you can manage multi-region complexities and regulatory requirements. Mention any experience with outsourcing or BPO environments.

    8. Ask insightful questions: Prepare questions that show strategic thinking, such as 'How do you measure delivery success beyond SLAs?' or 'What are the biggest challenges facing your delivery teams today?' This demonstrates your engagement and long-term thinking.

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    Tags

    delivery management
    SLA
    KPI
    client management
    project management