About Sopra Steria
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.
The world is how we shape it.

Job Description

Role Purpose

Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, client satisfaction, and strong financial performance.

Act as second-in-command to the Delivery Head, providing leadership continuity, driving strategic initiatives, and ensuring seamless delivery across service towers.

Key Responsibilities

Own delivery across Safe Dig, Streetworks, Telecom, and related operations
Act as primary client interface and escalation lead in the absence of Delivery Head
Drive P&L performance, productivity, and cost optimization
Lead digital transformation initiatives (AI, RPA, analytics)
Manage large teams and build leadership capability
Support contract renewals, pricing, underwriting, and growth initiatives

Candidate Profile Must-Have Requirements

1. Delivery Leadership

12+ years in BPS/operations delivery
Experience managing large, multi-tower accounts
Strong SLA/KPI and governance track record

2. Client & Stakeholder Management

Experience with senior client stakeholders (Director/VP level)
Ability to independently lead governance and business reviews
Proven escalation management capability

3. Commercial & Financial Acumen

Experience managing account financials (cost, margin, productivity)
Exposure to commercial models (transaction/outcome-based), pricing, and contracts

4. Team Leadership

Managed large teams (150+ FTEs or equivalent complexity)
Strong performance management, leadership development, and retention capability

5. Operational Excellence

Expertise in SLA/KPI frameworks and governance
Proven productivity and efficiency improvement experience

6. Deputy Leadership Capability

Ability to step into senior leadership roles
Operate independently in high-visibility situations

Good-to-Have

Experience in UK Utilities, Telecom, Infrastructure
Exposure to Streetworks / Safe Dig / asset-based operations
Experience in AI, RPA, automation, and analytics platforms
Involvement in contract renewals, ITTs, pricing models, and growth pipelines
Lean / Six Sigma certification
Experience in large transitions and transformation programs

Key Success Indicators

Consistent SLA/KPI achievement
Margin improvement and cost optimization
High client satisfaction and retention
Successful delivery of transformation initiatives
Ability to independently manage the account when required

Ideal Candidate Persona

“Mini Delivery Head” mindset
Strong operator with commercial acumen
Capable of independently running the account
Confident in client-facing, high-pressure environments
Able to balance BAU delivery and transformation agenda

Total over all Experience Expected: 14-20 years

Qualifications

Graduate or above

Preferred MBA

Additional Information

Strong operator + commercial thinker

Can run the account independently when needed

Comfortable with client-facing, high-pressure environments

Able to balance BAU delivery + transformation agenda

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Associate General Manager-Operations- BPO Team

Start with your email