The Head of Global Delivery Services is accountable for the strategy, governance, performance, and continuous improvement of MTS delivery operations worldwide. The role ensures that complex IT infrastructure and enterprise network programs are delivered safely, predictably, profitably, and in accordance with contractual, quality, and customer requirements.
As a member of the senior operating leadership team, the role partners closely with Sales, Solutions, Engineering, Finance, Human Resources, Procurement, and regional leaders to translate commitments into executable delivery plans, improve customer outcomes, and scale a consistent global delivery model.
Key Responsibilities
Global Delivery Leadership
• Define and execute the global delivery strategy, operating model, governance framework, standards, and annual improvement roadmap.
• Lead regional delivery leaders, program managers, project managers, service delivery managers, engineering teams, and delivery support functions.
• Establish clear accountability, capacity plans, succession plans, performance objectives, and professional development pathways across the delivery organization.
• Standardize delivery methods while allowing appropriate flexibility for customer, country, regulatory, and contractual requirements.
• Provide the Chief Operating Officer and executive leadership with timely visibility of delivery performance, risks, capacity, quality, and financial outcomes.
Program and Project Delivery
• Own executive oversight of the global portfolio of customer programs and projects from transition and initiation through implementation, handover, closure, and benefits realization.
• Ensure robust scope, schedule, budget, resource, quality, dependency, risk, issue, change, and acceptance management.
• Chair portfolio reviews, delivery governance forums, and critical project steering committees.
• Lead recovery plans for distressed or high-risk engagements and ensure timely escalation and executive decision-making.
• Maintain effective handoffs between Sales, Solutioning, Commercial, Delivery, Operations, and Managed Services.
• Ensure accurate documentation, reporting, lessons learned, and post-implementation reviews.
IT Infrastructure and Enterprise Network Delivery
• Provide delivery leadership for enterprise infrastructure programs, including data center, cloud and hybrid infrastructure, compute, storage, backup, virtualization, workplace technology, and related migrations.
• Oversee enterprise network delivery across LAN, WAN, Wi-Fi, SD-WAN, network security, routing, switching, and multi-site transformation programs.
• Ensure technical governance, design assurance, implementation readiness, testing, cutover planning, operational acceptance, and service transition.
• Work with architects, engineers, vendors, and customer teams to resolve technical and delivery dependencies.
• Promote secure-by-design, resilient, supportable, and standards-based solutions throughout the delivery lifecycle.
Customer and Stakeholder Management
• Act as executive delivery sponsor for strategic accounts and major programs.
• Build trusted relationships with customer executives, regional stakeholders, technology partners, subcontractors, and vendors.
• Set clear expectations, communicate performance transparently, and ensure effective governance of commitments, decisions, and escalations.
• Support bids, solution reviews, contract negotiations, statements of work, transition planning, and customer presentations from a delivery perspective.
• Drive customer satisfaction, referenceability, retention, and expansion through consistent delivery excellence.
Commercial and Financial Management
• Own delivery revenue recognition support, project margin, cost control, forecasting accuracy, resource utilization, and productivity improvement.
• Ensure delivery assumptions, dependencies, acceptance criteria, milestones, and change-control mechanisms are commercially sound and executable.
• Monitor project financials and take early corrective action on margin erosion, schedule slippage, unbilled work, scope creep, and delivery leakage.
• Partner with Finance and Commercial teams on portfolio forecasting, billing readiness, claims, supplier costs, and contractual obligations.
Quality, Risk, and Governance
• Implement a consistent delivery management system, stage gates, assurance reviews, reporting standards, and audit-ready controls.
• Maintain portfolio-level risk, issue, dependency, and escalation management, with clear ownership and closure dates.
• Ensure compliance with applicable laws, customer policies, information security requirements, health and safety standards, and internal governance.
• Drive root-cause analysis, corrective and preventive actions, knowledge reuse, and measurable continuous improvement.
• Promote disciplined use of project management, service management, collaboration, and reporting tools.
People and Capability Development
• Recruit, coach, and retain high-performing delivery professionals across multiple countries and cultures.
• Define role profiles, skills matrices, certification expectations, career paths, and succession coverage.
• Build a strong culture of accountability, collaboration, customer focus, inclusion, and continuous learning.
• Develop delivery capability through communities of practice, playbooks, mentoring, training, and certification programs.
Qualifications and Experience
Education and Certifications
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, Project Management, or a related discipline.
• Recognized project or program management certification is required, such as PMP, PRINCE2 Practitioner, or equivalent.
• Program, agile, or service management certifications such as PgMP, MSP, Scrum, SAFe, or ITIL are strongly preferred.
• Relevant infrastructure, cloud, network, or security certifications are advantageous.
Professional Experience
• At least 10 years of progressive experience in IT delivery, project management, program management, or service delivery, including significant leadership responsibility.
• Demonstrated success leading complex, multi-country delivery portfolios and distributed teams in an enterprise or managed services environment.
• Strong delivery experience across IT infrastructure and enterprise network programs, including transformation, migration, deployment, and service transition.
• Proven record of managing senior customer stakeholders, delivery partners, vendors, commercial commitments, budgets, risks, and escalations.
• Experience establishing or improving a PMO, delivery governance framework, delivery center, or global operating model is highly desirable.
• Experience in technology services, systems integration, telecommunications, consulting, or managed services is preferred.
Skills and Competencies
• Strong delivery leadership and project/program management background with excellent execution discipline.
• Sound understanding of IT infrastructure, enterprise networking, technical dependencies, implementation methods, and operational handover.
• Commercial acumen, financial literacy, and the ability to balance customer, contractual, delivery, and margin priorities.
• Strong portfolio governance, risk management, resource planning, quality assurance, and performance management capabilities.
• Executive-level communication, negotiation, influencing, presentation, and stakeholder management skills.
• Ability to simplify complex issues, make timely decisions, and lead effectively through ambiguity, pressure, and change.
• Proficiency in project portfolio, collaboration, reporting, and Microsoft 365 tools.
Language Requirements
• Fluent written and spoken English.
• Fluent Cantonese and Chinese (Mandarin), with the ability to engage customers, partners, and teams in both professional and operational settings.
Key Performance Indicators
• On-time and on-budget delivery performance.
• Gross margin, cost control, forecast accuracy, utilization, and delivery productivity.
• Customer satisfaction, executive confidence, referenceability, and retention.
• Portfolio risk exposure, issue aging, recovery effectiveness, and escalation closure.
• Quality, acceptance, rework, audit, compliance, and service-transition performance.
• Resource readiness, certification coverage, employee engagement, attrition, and succession strength.
• Adoption and maturity of global delivery standards, governance, tools, and continuous improvement actions.
Personal Attributes
• Accountable, decisive, resilient, and results oriented.
• Customer-focused, commercially minded, and able to operate at both strategic and operational levels.
• Collaborative and culturally aware, with the credibility to lead across countries, functions, and seniority levels.
• Highly ethical, transparent, and disciplined in governance and decision-making.
• Willing and able to travel internationally as required.
Work Arrangement
Office-based in Hong Kong, with regular engagement across regional and global teams and international travel as required.