The Job Delivery Lead is responsible for directing the field employee in safe, reliable, and efficient product and service delivery. The Job Delivery Lead is also responsible for driving customer satisfaction and service quality while ensuring an efficient cost structure, and drives field employee progression through competency development and performance evaluation. This person collaborates with the OU PSD or PSD Manager for job life cycle support including technical and incident management, and ensures systematic usage of standard work and risk management throughout the service delivery process. The Job Delivery Lead provides visibility regarding crew and associated functions' SQ performance and improvement opportunities, and is responsible for the COSD (i.e.resource consumption.)
- Identify service category and sign off on staffing model (multiskilling, remote operations, crew size).
- Verify projected resource plan (assets, products, and workforce).
- Manage PSD risk life cycle for low- and medium-risk and short-term high-risk jobs.
- Review and approve technical job program.
- Perform, consolidate, and analyze JRAs and generate exemptions and MOCs as needed.
- Approve JRA based on job risk level and CA score.
- Conduct pre- and postjob briefs for every job. Discuss and communicate risks and controls to field personnel.
- Manage incident life cycle for medium- and low-severity incidents, escalating as needed, and conduct incident response and recovery.
- Assist PSD Manager in incident investigation, validation of results, and reviews.
- Manage service delivery process to exceed customer expectations.
- Manage all job incidents and job changes, in the form of exemptions and MOCs.
- Manage quality control of all field deliverables.
- Ensure customer acceptance of service delivery.
- Ensure support to other functional processes with proper handoffs at key interfaces.
- Performs field operations as required.
Qualifications
- Minimum 7 years of experience in field operations, service delivery, or a similar leadership role.
- Strong understanding of operational risk management, incident management, and service quality processes.
- Demonstrated leadership capabilities and experience directing field personnel.
- Excellent communication, problem-solving, and decision-making skills.
- Ability to collaborate effectively across operational and technical teams.
