Head of Service Delivery

Posted on: 23/10/2019 15:35 Ending on: 30/11/2019 12:00

Phoebus Software Ltd (PSL) is a market leading provider of flexible financial systems to mortgage providers and retail banks. PSL has a long reputation for being client-centric and delivering quality systems.

The Client Services function ensures that customers can realise maximum business benefit from their software by providing appropriate alignment to business requirements through a series of delivery projects.


Client Services ensures that clients get the right value from our products and services and PSL meets its objectives.

The Head of Service Delivery:

  • Manages a small but highly performing team of Project Managers who in turn manage multi-disciplinary teams of software professionals
  • Ensures that the commercial objectives of the Client Services function are met or exceeded
  • Manages client expectations through oversight of an appropriate governance regime, and is the point of escalation for any client concerns
  • Contributes to the successful running and development of the wider Client Services function


The Head of Client Delivery has overall responsibility for the success and profitability of client work performed by the Services team.


Financial management

  • Prepares and manages the portfolio P&L, working closely with the COO and CFO to ensure that divisional targets are met
  • Works with the COO and CSO to ensure that pipeline commitments are fully understood and that the Client Services Division can support new sales activity, thus contributing to the growth plans of the company
  • Takes initiatives to positively contribute to revenue growth


Project Management

  • Recruits, trains, motivates and manages a small team of highly performing project management professionals, ensuring that they deliver their projects on time, to budget and in compliance with the PSL methodology
  • Supports project managers in developing robust and realistic project plans that are reflective of the agreed commercial terms and the available resource within the wider division
  • Works closely with the PMO in monitoring and improving portfolio health and driving up utilisation and chargeability

Client Management

  • Supports the project management team in their management of client relationships and is the point of escalation for any issues that the team cannot resolve
  • Ensures that PSL delivery supports PSL’s Net Promotor Score targets



Ensure Governance principles are followed across the Division, including:

  • Compliance with the PSL project management methodology
  • Ensuring project status reporting is completed in accordance with the agreed schedule and distributed in a timely fashion to PMO and client
  • Management of risks and issues, ensuring that portfolio status is within agreed parameters
  • Participation in appropriate steering and project meetings
  • Ensuring all work has formal client approval to proceed and formal Client acceptance when complete
  • Ensuring all changes follow the change management process


Project Management Practice


  • Contribute to the Project Management practices by contributing to improvements in processes, methods and tools
  • Lead knowledge creation, sharing and coaching
  • Ensure processes are followed and auditable


Skills and Competencies


  • 5 or more years’ experience of a similar role within the software development sector
  • Evidence of having run significant programmes of software delivery activity with successful commercial outcomes
  • Excellent stakeholder and team management skills
  • Financial management skills including budgetary control and accurate forecasting
  • Excellent written, verbal and presentation skills
  • Good attention to detail
  • Experience of enforcing processes
  • Understanding of software development lifecycles
  • Ability to function in a rapidly changing environment
  • Ability to travel to client sites




  • Exposure to a variety of Project Management methodologies including Agile techniques/concepts
  • Mortgage / financial sector




To apply for this job please send your CV to careers@phoebussoftware.com or, if you have a LinkedIn account, click on the button.

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