CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We’re also on a mission to create meaningful work for as many people as possible.

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Delivery Owner

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

7 years

Location

Nairobi

Job Field

Project & Program Management

Role Summary

As a Delivery Owner, you are responsible for the delivery of complex client projects across global and multi-region environments.

This is a senior delivery role requiring strong operational expertise, commercial awareness, and confident decision-making in fast-moving, ambiguous environments. The role owns end-to-end delivery outcomes and coordinates across multiple internal teams and client stakeholders to ensure commitments are delivered successfully.

Success in this role requires strong ownership, urgency, problem-solving ability, and the confidence to act independently without waiting for direction.

You will support accounts characterised by:

• Global / multi-region delivery
• Executive-level stakeholders
• Specialised talent
• Regulatory and compliance requirements
• Customised delivery solutions
• Frequent change, ambiguity, and escalations
• High operational intensity

Key Responsibilities Delivery Ownership

• Own end-to-end delivery performance (SLAs, KPIs, quality, timelines, commercial outcomes in partnership with the DSL, SL)
• Lead delivery in complex, fast-changing environments
• Take full accountability for client commitments and outcomes
• Identify risks early and drive resolution
• Lead the resolution of incidents and ensure service continuity
• Balance client expectations with operational and commercial realities

Client & Stakeholder Management

• Build trusted relationships with senior client stakeholders (Directors, VPs, Executives)
• Lead governance and delivery discussions
• Provide clear recommendations and solutions
• Challenge unrealistic expectations constructively
• Act as a trusted delivery partner to the client

Cross-Functional Delivery Leadership

• Coordinate project delivery teams at all levels for successful delivery
• Drive accountability and execution across all delivery contributors
• Align internal teams (Ops, Talent, Finance, Compliance etc) to deliver priorities
• Remove blockers and manage dependencies
• Influence stakeholders without direct authority
• Support workforce planning for specialised talent needs

Governance & Compliance

• Ensure compliance with contractual, regulatory, legal, and security requirements
• Maintain strong governance and reporting standards

What Sets You Apart

You are highly self-driven, calm under pressure, and decisive. You take full ownership of outcomes and are comfortable operating independently in ambiguity

You communicate clearly at all levels, build trust quickly across diverse stakeholders, and are confident, challenging and influencing when needed

You are commercially aware, solutions-focused, and comfortable making decisions that balance client needs with operational reality. You know how to drive execution through others in a matrix environment without relying on direct authority

Success Measures

• SLA / KPI delivery
• Client satisfaction and retention
• Delivery against commitments
• Operational stability
• Risk and escalation management
• Governance and compliance adherence
• Effective cross-functional execution
• Revenue and Margin attainment

Requirements

• 7+ years in Service Delivery, Project/Program Management, Operations, or Client Delivery roles
• Experience managing complex, multi-country or enterprise accounts
• Strong experience with executive stakeholders and high-pressure delivery environments
• Solid understanding of commercial impact, risk, and workforce coordination

Benefits

• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Comprehensive medical cover
• Group life insurance
• Personal development and growth opportunities
• Office snacks and lunch
• Periodic team building and social events

• Own end-to-end delivery performance (SLAs, KPIs, quality, timelines, commercial outcomes in partnership with the DSL, SL)
• Lead delivery in complex, fast-changing environments
• Take full accountability for client commitments and outcomes
• Identify risks early and drive resolution
• Lead the resolution of incidents and ensure service continuity
• Balance client expectations with operational and commercial realities
• Build trusted relationships with senior client stakeholders (Directors, VPs, Executives)
• Lead governance and delivery discussions
• Provide clear recommendations and solutions
• Challenge unrealistic expectations constructively
• Act as a trusted delivery partner to the client
• Coordinate project delivery teams at all levels for successful delivery
• Drive accountability and execution across all delivery contributors
• Align internal teams (Ops, Talent, Finance, Compliance etc) to deliver priorities
• Remove blockers and manage dependencies
• Influence stakeholders without direct authority
• Support workforce planning for specialised talent needs
• Ensure compliance with contractual, regulatory, legal, and security requirements
• Maintain strong governance and reporting standards

• Strong operational expertise
• Commercial awareness
• Confident decision-making
• Strong ownership
• Urgency
• Problem-solving ability
• Ability to act independently
• Clear communication at all levels
• Ability to build trust quickly
• Ability to challenge and influence
• Solutions-focused
• Ability to drive execution through others in a matrix environment

• 7+ years in Service Delivery, Project/Program Management, Operations, or Client Delivery roles
• Experience managing complex, multi-country or enterprise accounts
• Strong experience with executive stakeholders and high-pressure delivery environments
• Solid understanding of commercial impact, risk, and workforce coordination