Manager - Delivery Excellence

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS.
Manager - Delivery Excellence
ZS is a professional services firm that works side by side with companies to help develop and deliver products that drive customer value and company results. From R&D to portfolio strategy, customer insights, marketing and sales strategy, operations and technology, we leverage our deep industry expertise and leading-edge analytics to create solutions that work in the real world. Our most valuable asset are our people-a fact that's reflected in our values-driven organization in which new perspectives are integral and new ideas are celebrated. ZSers are passionately committed to helping companies and their customers thrive in industries ranging from healthcare and life sciences, to high-tech, financial services, travel and transportation, and beyond.
Role Summary
The Delivery Excellence Manager would be responsible for driving delivery maturity, operational discipline, and predictable outcomes across programs and portfolios. This role establishes and embeds delivery governance frameworks, strengthens risk management, modernizes delivery practices through digital and AI-enabled tools, and enables teams to consistently achieve high-quality results. The Manager acts as a trusted advisor to delivery, technology, and business leaders-helping reduce delivery risk, improve performance, and elevate client confidence.
Key Responsibilities

1. Delivery Excellence Strategy & Governance

• Develop and evolve delivery frameworks, maturity models, processes, and standards across the organization.
• Partner with leadership to drive accountability, delivery discipline, and adoption of best practices.
• Lead modernization of delivery practices, including platform-led and AI-enabled delivery capabilities.

1. Lead the Delivery Excellence (4A) Model

• Assess: Evaluate delivery maturity, risks, challenges, and readiness for high-impact programs.
• Activate: Establish foundational delivery governance, ways of working, and KPIs for new or complex programs.
• Assist: Provide targeted coaching and support to resolve delivery issues and improve execution.
• Audit: Conduct periodic delivery audits and maturity reviews to ensure standards compliance and performance improvement.

1. Risk, Governance & Compliance Integration

• Strengthen delivery risk management and align practices with broader governance and compliance functions.
• Collaborate with Legal, Finance, Security, and PMO teams to shape cross-functional governance and controls.
• Support unified risk assessment methodologies to ensure consistent evaluation across programs.

1. Quality & Framework Development

• Enhance delivery frameworks, SOPs, playbooks, templates, and operating models.
• Promote quality assurance practices-peer reviews, coding standards, test hygiene, automation, and defect management.
• Drive digital and AI-enabled delivery improvements such as automated reviews, planning insights, and risk forecasting.

1. Stakeholder Engagement & Change Leadership

• Serve as a senior advisor to delivery and business leaders, guiding adoption of delivery excellence practices.
• Lead enablement programs-training, workshops, playbook rollouts, and communication initiatives.
• Champion delivery governance, quality culture, and proactive risk management.

1. Measurement & Reporting

• Define delivery KPIs and success measures, including predictability, quality, and risk indicators.
• Produce dashboards, insights, and maturity assessments to inform leadership decision-making.
• Quantify the impact of delivery excellence initiatives on program health and client outcomes.

Skills, Experience & Qualifications
Professional Experience

• 10-12 years in delivery excellence, program management, quality, operational excellence, or governance roles.
• Experience leading governance for large, multi-vendor, multi-team, or complex transformation programs. Exposure to large-scale delivery modernization or operational excellence initiatives.
• Strong background in delivery audits, readiness assessments, risk evaluation, and CAPA cycles.
• Experience collaborating across enterprise functions such as Legal, Finance, IT, Security, and PMO.
• Working knowledge of ISO 9001, CMMI, ITIL, ISO 27001, and other delivery/quality governance frameworks.

Technical & Methodological Skills

• Strong grounding in Agile, Hybrid, and SDLC methodologies; planning, estimation, backlog management, and QA.
• Proficiency in delivery governance tools (e.g., JIRA, ServiceNow, Confluence, project management tools, risk platforms).
• Understanding of AI-enabled delivery approaches (AI-assisted planning, automated review, risk sensing).
• Ability to design governance processes, metrics frameworks, dashboards, and reporting models.

Change Leadership & Communication Skills

• Demonstrated ability to drive behavior change and uplift delivery maturity across global teams.
• Strong facilitation skills-able to lead workshops, training sessions, and leadership briefings.
• Outstanding communication and influence skills with senior stakeholders.

Behavioral Competencies

• Structured, disciplined, and able to bring clarity in complex situations.
• Strong analytical and risk-sensing capability; proactive and solution-oriented.
• Consultative mindset-able to define "what good looks like" and guide teams toward it.
• Commitment to fostering a culture of accountability, quality, and continuous improvement.

Education & Certifications

• Bachelor's degree required; Master's degree preferred (MBA, Engineering, Operations).
• Preferred certifications: Lean Six Sigma Black Belt, CQE/CQA, Scrum Master/Agile Coach, CISA/CISM, ISO 9001/27001 Auditor/Implementer.

Considering applying?
At ZS, we're building a diverse and inclusive company where people bring their passions to inspire life-changing impact in global healthcare and beyond. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you don't meet 100% of the requirements listed above.
ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.
To Complete Your Application:
Candidates must possess or be able to obtain work authorization for their intended country of employment.
ZS is committed to providing and maintaining a safe workplace. In order to keep its employees safe, ZS recommends that all its employees and contractors be fully vaccinated against COVID-19. Proof of vaccination can be voluntarily provided upon acceptance of offer of employment.
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Find Out More At:
www.zs.com