Head of Delivery- Tigerspike


Head of Delivery- Tigerspike

Tigerspike, a cutting-edge global digital services company that specializes in providing digital experiences that people love and great business outcomes at supersonic speed, is in search of a dynamic Head of Delivery for its NYC office. This is a critical leadership role that will work alongside the Head of Commercial Strategy to create HUGE growth in the US market, build an exceptional team of innovative design and tech experts and ensure deliverables benefit Tigerspike and its clients in ALL the best ways!

The Head of Delivery will be responsible for our Design, Technology and PM teams, set project management policies and standards, own the quality output and profitability of our US business unit and collaborate with sales. Someone with both client-facing and agency experience would be ideal as we need someone who knows their way around the challenges of both sides.

The Head of Delivery also has line management responsibilities such as 1:1s, appraisals and 360s to ensure their team is structured appropriately. They will be responsible for recruitment as well, so the ability to understand the appropriate time to recruit to meet project needs based on team capacity and the sales pipe is CRUCIAL.

This is a high-ranking, VITAL role with a lot of responsibility towards building out our US practice and growing at an exceptional pace. This is an awesome opportunity for someone who thrives in the digital space, lives on the cutting edge of global business technology and burns with desire to make an incredible impact in a massive market! (We’re a strategic part of $5B global customer engagement organization, after all.)

That’s where you come in. 

Key Responsibilities

  • Maintaining good working relationships with other department heads and senior managers
  • Maintaining relationships with global counterparts to ensure policies and procedures are consistent between offices
  • Maintaining expert knowledge by attending conferences, reading industry news and more
  • Ensuring current team members stay engaged and retained
  • Managing direct reports effectively and supporting other line mangers in their direct report management
  • Reporting on delivery progress and identifying/forecasting successes, failures and ways to improve
  • Ensuring all team members follow best practices
  • Identifying and implementing innovation opportunities to increase project quality and lower delivery costs
  • Managing resources to ensure high levels of utilization, throughput and engagement
  • Managing and resolving conflict within the department
  • Supporting the commercial team with pitches, presentations, proposals and SOWs
  • Identifying and influencing our clients’ decision makers to ensure positive project outcomes
  • Contributing to UX activities including:
    • Stakeholder workshops
    • User workshops
    • Requirement gathering
    • Wireframe creation
    • Client presentations
  • Providing governance on team outputs and ensuring quality deliverables
  • Assessing customer satisfaction through Customer Satisfaction Surveys
  • Providing expert opinion and comments on proposals and SOWs
  • Assessing team member training requests against agreed objectives and professional development plans
  • Training and mentoring team members
  • Improving company knowledge on delivery techniques through lunch and learns
  • Conducting team member appraisals
  • Conducting team member 1:1s
  • Setting salary bands and conducting salary negotiations
  • Establishing yourself as an internal thought leader by contributing to the intranet, wikis and communities

Required Outputs

  • Delivery artefacts (project reports, project plans, requirements documents, etc.)
  • HR documentation including appraisal forms
  • Project status reports (RAG Report)

  • Ideal Qualifications

  • Demonstrated passion for UX
  • Demonstrated passion for technology and the ways it can improve our lives
  • High integrity and exemplary character
  • The ability to provide open, constructive feedback in an appropriate and helpful manner
  • The ability to always deliver on promises
  • Self-awareness
  • Dedication to innovation in all aspects of work
  • Dedication to meeting the expectations and requirements of clients
  • The ability to improve projects, propositions and services via firsthand customer information
  • Effective, relatable relationship skills (internal and external)
  • A team player
  • Excellent verbal and written communication skills
  • The ability to diffuse high-tension situations comfortably
  • Negotiation skills with internal and external groups
  • The ability to win concessions, compromise and settle differences without damaging relationships
  • Experience meeting and exceeding goals
  • Passion for challenging your own goals and behaviours as well as those of others
  • Personal initiative and independence in achieving outcomes
  • Willingness to accept wide range of responsibilities
  • The ability to work and finish projects with energy and drive
  • Determination, especially in the face of resistance and setbacks
  • Experience working under tight deadlines
  • Bottom-line oriented
  • Not fearful of taking action, even when faced with many options or imperfect information
  • Contributory to a positive work environment
  • Experience successfully introducing changes to a team
  • Effectiveness at setting individual and group goals to maximise performance
  • The ability to grow and mentor others

Maintaining relationships with global counterparts to ensure policies and procedures are consistent



The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.