The Role Purpose

The Head of Solution Delivery is responsible for driving the successful implementation and delivery of innovative digital banking solutions to customers, with a strong emphasis on API integrations. This role ensures that customer integration projects are executed seamlessly, meeting business objectives and technical standards for scalability, security, and performance. Acting as the bridge between customers, internal technical teams, and project management, the Head of Solution Delivery translates complex requirements into practical solutions, sets clear expectations, and oversees the entire delivery lifecycle. The ideal candidate combines technical expertise, project management experience, and exceptional stakeholder engagement skills to guarantee high-quality outcomes and an outstanding customer experience. The role requires strong leadership to coordinate cross-functional teams, maintain technical excellence, and guarantee seamless integration experiences for customers. Additionally, the Head of Solution Delivery works closely with Solution Delivery Managers in subsidiaries to ensure consistent standards, smooth collaboration, and timely execution across regions.

The KEY Responsibilities (DUTIES)

• Team Leadership & Supervision – Manage and mentor solution delivery managers for high performance and standards compliance
• Project Execution Oversight – Monitor integration projects progress across the group to ensure timelines, quality, and business outcomes are met.
• Requirement Validation – Provide support to service delivery managers to validate requirements for correct sizing and feasibility.
• Process Compliance – Ensure accurate completion of documentation and adherence to governance processes.
• Cross-Functional Coordination – Work closely with PMO, Integration Engineers, and Service Delivery Managers in subsidiaries for smooth delivery.
• Customer Engagement Support – Assist in managing customer expectations, gathering requirements, and providing timely updates.
• Risk & Issue Management – Identify and resolve or escalate risks and delivery bottlenecks proactively.
• Performance Monitoring – Track team KPIs and report progress.

Core Accountabilities and Deliverables

• Financial: N/A
• People: Service delivery manager working in the subsidiaries
• Processes: Establish processes
• Systems: API Manager, Developer Portal, Equity Direct, Omni, Cashcloud, Equity Business.
• Customers/Clients: Works closely with customers , subsidiary commercial teams , developers and project management to manage customer integrations.

Key Decisions Made By the Position -Holder (Not Recommendations) and How Often

• Performance appraisal – quarterly
• Hiring service delivery managers on need basis
• Approves Change requests (CRs)
• Roll out continuous service improvement on the existing process

Complexity Expected in the Role (e.g., multiple countries, cross-functional responsibilities, delivering through other third parties/partnerships, etc.)

• Stockholder management

Critical Relationships/Stakeholders/Contacts

• Internal: Subsidiary Service Delivery Manager, Product Managers, Project Management team, Enterprise/Solutions Architect, Information Security team, Commercial teams and Fin serve
• External: Customers, Partners.

Key Technical and Leadership Competencies

Required For Success in the Role

• Technical expertise in API integration and digital banking solutions.
• Strong project management and organizational skills.
• Customer-centric approach with excellent problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Leadership and team coordination skills.

Qualifications

Experience requirements

• Minimum of 5 years’ experience in a similar capacity within digital banking or technology solutions delivery.
• Proven experience in project management and technical solution delivery.
• Strong technical background with expertise in API integrations and digital platforms.
• Excellent communication and stakeholder management skills.
• Ability to engage customers confidently, manage expectations, and deliver clear progress updates.
• Demonstrated leadership in coordinating cross-functional teams and driving successful outcomes.

Academic qualifications and certifications

• Bachelor’s degree in information technology, Project Management, or a related field.

• Team Leadership & Supervision – Manage and mentor solution delivery managers for high performance and standards compliance
• Project Execution Oversight – Monitor integration projects progress across the group to ensure timelines, quality, and business outcomes are met.
• Requirement Validation – Provide support to service delivery managers to validate requirements for correct sizing and feasibility.
• Process Compliance – Ensure accurate completion of documentation and adherence to governance processes.
• Cross-Functional Coordination – Work closely with PMO, Integration Engineers, and Service Delivery Managers in subsidiaries for smooth delivery.
• Customer Engagement Support – Assist in managing customer expectations, gathering requirements, and providing timely updates.
• Risk & Issue Management – Identify and resolve or escalate risks and delivery bottlenecks proactively.
• Performance Monitoring – Track team KPIs and report progress.

• Technical expertise in API integration and digital banking solutions.
• Strong project management and organizational skills.
• Customer-centric approach with excellent problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Leadership and team coordination skills.
• Excellent communication and stakeholder management skills.
• Ability to engage customers confidently, manage expectations, and deliver clear progress updates.
• Demonstrated leadership in coordinating cross-functional teams and driving successful outcomes.

• Minimum of 5 years’ experience in a similar capacity within digital banking or technology solutions delivery.
• Proven experience in project management and technical solution delivery.
• Strong technical background with expertise in API integrations and digital platforms.
• Bachelor’s degree in information technology, Project Management, or a related field.