Job Description

Company Description

For over 25 years, MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success.


As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. Represented by over 6,000 employees across 80 countries, we are the largest provider of automotive retail solutions across the Asia Pacific, Africa, and Middle East regions.

The Delivery Lead contributes to the MSX Vision, Mission and Purpose by delivering 'Value to Customer'; ensuring quality, cost and timing of the Value Steam 04 projects delivery; managing the design, supply and set up for new business, and leading the Value Stream's delivery to meet the regional and Global Targets. The Delivery Lead actively leads the continuous improvement culture across the Value Stream, fostering standardization, innovation and digitalization into the Value Stream.


The Delivery Lead is MSX's primary operational client interface, collecting feedback and monitoring customer satisfaction and retention, driving the improvement of the delivery quality and the value of MSX solutions. In cooperation with the Sales Team, this role is responsible for business renewal/retention and is involved actively in People management: carrying out individual performance reviews to secure understanding of targets, and monitoring performance across the Local Delivery Team within the Value Stream.

Key activities and responsibilities:

Ensure the design, supply, set up and delivery management of new Business across the Value Stream at Local level Ensure Lean and continuous improvement implementation across the Value Stream's delivery Monitor Customer Satisfaction trends, including Customer Satisfaction Index (CSI) Carry out ongoing customer reviews / contacts to ensure customer requirements are well understood and service delivery exceeds customer expectations Ensure actions are taken to prevent and address potential internal and external customer concerns Establish employee (direct reports) individual targets in line with Value Stream's overall targets Carry out ongoing individual performance reviews to ensure understanding of targets and monitoring of performance across the Value Stream Improve People management processes, support employee development and growth, and increase employee satisfaction and engagement across the company Provide feedback to your Manager on product/solution development opportunities as a consequence of frequent customer contacts, industry knowledge and 'ad hoc' interactions with strategic business consulting companies, to foster innovation into the Value Stream. Drive the Local Value Stream delivery to meet the targets (aligned with global target) Coordinate and/or organize the support to the Local Client Leader during the pre-sales and sales phases Be responsible for the Local Value Stream/s P&L Be responsible for providing on time all the invoicing instructions needed to Finance teams Develop and implement resource plans to ensure project delivery at the highest quality standards which maximizes business opportunities Communicate with all employees on a regular basis via Operations meetings, Newsletters, road shows, Town Hall meetings, emails etc. Assess and mitigate risks Continuously enhance the operational environment to ensure robust processes, sound governance and stable/predictable project outcomes.

Qualifications

Bachelor's Degree or equivalent work experience Relevant Project Management qualification Certified Project Manager by an industry recognized body, PMP or equivalent (advantageous) Certified coach by an industry recognized body (desired) Lean Six Sigma certification (advantageous)

Ideal Experience, Knowledge & Skills

(What abilities should they have?) :

Experience:

Minimum 10 years automotive experience, with 3-5 year aftersales exposure Minimum 5 years within a Project Management environment Minimum of 3 years within the Parts, Accessories and Service Performance environment Experience in service delivery and/or shared services Experience building business cases to demonstrate ROI Experience with risk management techniques Experience leading and developing people, including; + providing challenging and stretching tasks and assignments
+ holding frequent development discussions
+ awareness of individual employee career goals
+ creating and implementing development plans
Experience in project management, coaching, process improvement and customer satisfaction (advantageous) Experience in Benchmarking and Lean Management (advantageous) Experience in Sales, Business Development and responding to RFQ's and Tender Requests Experience in concept development and go-to-market strategy development

Knowledge:

Understanding of Data collection, ETL, and business analytics Understanding of team building and decision-making models and processes Project Management knowledge, based on PMBock Strong understanding of current and future trends and market forces affecting the automotive sector, with a specific interest in the Parts, Accessories and Service Performance value stream Knowledge of the competition with an awareness of how strategies and tactics work in the market Thorough understanding and knowledge of how organizations work, including the origin and reasoning behind key policies, practices, and procedures

Technical Skills:

Change Management

: Ability to manage changes for business growth and to minimize disruption. It includes planning and managing organizational structures, processes, and people changes

Risk Management

: Ability to identify potential risks, and develop mitigation strategies throughout projects

Contract Management

: Ability to oversee project contracts in line with contract laws, regulations, terms, and legal principles, ensuring compliance which protects the interest of the Organization.

Core Skills:

Experience:

Minimum 10 years automotive experience, with 3-5 year aftersales exposure Minimum 5 years within a Project Management environment Minimum of 3 years within the Parts, Accessories and Service Performance environment Experience in service delivery and/or shared services Experience building business cases to demonstrate ROI Experience with risk management techniques Experience leading and developing people, including; + providing challenging and stretching tasks and assignments
+ holding frequent development discussions
+ awareness of individual employee career goals
+ creating and implementing development plans
Experience in project management, coaching, process improvement and customer satisfaction (advantageous) Experience in Benchmarking and Lean Management (advantageous) Experience in Sales, Business Development and responding to RFQ's and Tender Requests Experience in concept development and go-to-market strategy development

Knowledge:

Understanding of Data collection, ETL, and business analytics Understanding of team building and decision-making models and processes Project Management knowledge, based on PMBock Strong understanding of current and future trends and market forces affecting the automotive sector, with a specific interest in the Parts, Accessories and Service Performance value stream Knowledge of the competition with an awareness of how strategies and tactics work in the market Thorough understanding and knowledge of how organizations work, including the origin and reasoning behind key policies, practices, and procedures

Technical Skills:

Change Management

: Ability to manage changes for business growth and to minimize disruption. It includes planning and managing organizational structures, processes, and people changes

Risk Management

: Ability to identify potential risks, and develop mitigation strategies throughout projects

Contract Management

: Ability to oversee project contracts in line with contract laws, regulations, terms, and legal principles, ensuring compliance which protects the interest of the Organization.

Core Skills:

Collaboration:

Works with others to achieve a common goal. Collaborates with clients, subject matter experts, stakeholders, and other team members.

Commercial Awareness:

Views situations from a commercial or business perspective and understands the business' processes, relationships, risks and costs. Understands the factors that influence success.

Conflict Management:

Manages conflicts of interests and disagreements across team, project or value-stream/function.

Delegation:

Assigns tasks based on team strengths, allowing for skill development and effective workload management.

Diplomacy:

Manages professional relationships, communicates effectively and handles conflicts and challenging situations.

Communication:

Has strong verbal and written communication skills to convey ideas and strategies; Updates clearly to both internal teams and external stakeholders.

Financial Acumen:

Interprets financial reports, manages budgets, allocates resources effectively, and makes decisions that contribute to the financial health of the company.

Influence:

Has a positive impact on others; persuades or convinces them to gain their support at varying levels across the organization.

Innovative:

Keeps up with industry trends and incorporates innovative approaches into solutions.

Motivation:

Motivates others to achieve high performance.

Creativity:

Delivers creative approaches to identify new sales channels/business opportunities/opportunities for improvements/ideas/new ways of doing things.

Coaching:

Facilitates development by providing clear, behaviourally specific performance feedback, and by making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Planning:

Plans effectively, considering timelines, milestones and deliverables.

Problem-solving:

Recognises issues, inefficiencies, or opportunities for improvement through analysis. Addresses technical challenges and solves issues on the spot. Finds practical solutions, and makes decisions on the go. Uses a systematic approach that helps break down difficult problems into smaller, more manageable parts.

Stakeholder Management:

Collaborates closely with a diverse range of clients and stakeholders to ensure requirements are met. Builds and maintains relationships with stakeholders.

Strategic Planning:

Develops and executes long-term plans that align with the company's goals and objectives, takes into account market trends, competitive landscape, and internal resources.

Leadership:

Inspires, guides, and motivates teams towards achieving project and organizational objectives..

Core Competencies:

Project Management - Advanced Project Concept Development and Budgeting Leadership and Team Motivation and Management Operational and Tactical Planning Risk Management Client Engagement and Key Account Management Corporate Reporting and Supporting Corporate Governance Processes

Attributes

(How should they work?):

At MSX we Value:

At MSX we Value:

Getting it done Proving our words with our actions Creating a better tomorrow for our clients, every single day Fearlessly exploring new roads Delivering on our commitments Being exceptional teammates Embrace entrepreneurial endeavors Embodies and innovative and continuous improvement mindset

We expect everyone at MSX to:

Be decisive, solution oriented and results focused Hold themselves and others accountable to commitments Focus on delivering great outcomes for their internal or external customers, and can respectfully and constructively challenge key stakeholders to consider better solutions Overcome challenges with positivity and creativity Be adaptable and open to change, and motivated to explore new and improved ways of working Support teammates to succeed by sharing experience and knowledge, and by giving and receiving honest feedback

We expect the D

elivery Lead to:

Act with customers in mind; be dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and use it for improvements in products and services. Foster trust, influence and mentor while monitoring; involve all members of the group Provide current, direct, complete, and "actionable" positive and corrective feedback to others Shift gears comfortably, and move on before finishing things; comfortably handle risks and uncertainty Be future-oriented Exceed goals successfully, be constantly and consistently one of the top performers, steadfastly push self and others for results Pursue everything with energy, drive, and a need to finish; seldom give up before finishing, especially in the face of resistance or setbacks Build awareness, agreement, cooperation and a unified sense of purpose and accountability in multi-cultural teams Focus on value creation and excellence. Remain claim, focused and professional during challenging circumstances

Languages:

Local Market mother tongue and fluent English (written and spoken)

Additional Information

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.