Solution Design & Delivery Manager

We have an exciting opportunity to join our E&U vertical, as Solution Design & Delivery Manager, which will be responsible for end-to-end ownership of client solutions — from early-stage design and commercial shaping through to delivery execution and operational handover.

This role sits at the intersection of Sales, Product, and Operations, ensuring solutions are: 

• Commercially viable 

• Operationally deliverable 

• Scalable for long-term growth.
  
  

You will act as the single accountable lead for turning client problems into real, revenue-generating solutions and ensuring those solutions land successfully in delivery.

This role is offered on a hybrid / remote basis, and can be discussed in interview. Working hours are 37.5 per week; Monday to Friday.  Willingness and ability to travel nationally and overseas (global client facing remit), will be required for this role.

Closing date: close of business Wednesday 1 July 2026

Key Responsibilities

Solution Design & Commercial Shaping 

• Lead the end-to-end solution design process (discovery → concept → co-design → final model)

• Translate client requirements into clear operating model blueprints and value propositions

• Build commercial models, pricing structures, and cost-to-serve analysis

• Define target operating models (TOMs) aligned to scalability, efficiency and client outcomes

• Partner with Sales to shape bids, RFP responses and strategic pursuits

• Adhere to company targets and KPIs

Client Engagement & Co-Design

• Act as senior client interface during design phase

• Facilitate workshops, solution sessions and stakeholder alignment

• Challenge client assumptions and shape best-practice approaches

• Ensure solutions are grounded in operational reality and client needs

Delivery Leadership & Execution

• Own end-to-end delivery of solution implementation

• Lead cross-functional teams (Ops, Tech, Transformation) through execution

• Ensure timelines, risks, and dependencies are actively managed

• Translate design into practical, executable delivery plans

• Maintain accountability for successful client outcomes post-launch

Bridge Between Design and Operations

• Ensure seamless handover from solution design into BAU operations

• Validate feasibility, resourcing and operational readiness

• Embed solutions into delivery teams with clear governance and playbooks

• Act as escalation point for design vs delivery conflicts

Quality, Scalability & Continuous Improvement

• Ensure solutions are:

• • Scalable

• • Standardised where needed

• • Commercially optimised 

• Implement feedback loops from delivery → design

• Own continuous improvement of:

• • Playbook

• • Solution framework

• • Go-to-market assets (with marketing) 

Innovation & Capability Building 

• Identify opportunities to:  

• Reuse solution

• Productise offerings

• Drive automation / AI integration

• Contribute to building DDC’s solution IP and differentiation

• Support development of solution design capability across region

Mandatory Skillset: 

• Strong end-to-end solution design capability across BPO, CX, and technology-enabled services (discovery → design → delivery)

• Proven ability to translate client requirements into commercial operating models, including TOM design, pricing, and cost-to-serve analysis

• Deep understanding of Energy & Utilities sector, including regulatory landscape, customer journeys, and operational drivers

• Advanced commercial acumen 

• Experience leading cross-functional delivery (Operations, Technology, Transformation) from concept through implementation

• Ability to facilitate senior client workshops and co-design sessions with senior management and operational stakeholders

• Strong programme and delivery management skills (risk, dependencies, timelines, governance) 
• Competence in process design, optimisation, and continuous improvement frameworks

• Solid grasp of digital, automation, and AI-enabled solutions in customer operations environments

• Excellent stakeholder management – able to act as the bridge between Sales, Product, and Operations 

 

Qualifications and Experience: 

• 6-9 years’ experience in solution design, delivery, consulting, or operational leadership within BPO, CX, or technology-enabled services 

• Demonstrated experience in the Energy & Utilities sector (supplier, network operator, or service partner environments) 

• Proven track record of shaping and winning complex deals / RFPs, including commercial modelling and client engagement 

• Experience leading end-to-end implementation of large-scale transformation or outsourcing programmes 

• Exposure to global delivery models (UK, nearshore, offshore) 

• Strong familiarity with customer operations platforms, CRM systems, and industry technologies 

• Evidence of driving automation, digital transformation or AI-led initiatives in operations 

• Certifications in project or programme management (e.g., PRINCE2, PMP) or process excellence are advantageous.

If you have any questions or you require any further detail on the role, please reach out to Joe Beal.