Esker is a worldwide leader in AI-driven process automation software, helping financial and customer service departments digitally transform their source-to-pay (S2P) and order-to-cash (O2C) cycle. Companies use our cloud-based solutions to drive greater efficiency, accuracy, visibility and cost savings throughout their S2P and O2C processes.
POSITION : Esker Delivery Hub Service Owner
Role Description:
The Esker Delivery Hub Service Owner is responsible for operating and scaling a global delivery service, ensuring standardized, efficient, and high-quality execution of delivery activities across regions. The role focuses on industrialized, standardized execution of delivery tasks, enabling scalable project delivery, improved efficiency, and reduced fragmentation across regions. Working in close collaboration with regional Engagement Managers and delivery teams, this role ensures high-quality execution, optimizes resource utilization, and contributes to continuous improvement of delivery practices. The position operates in a global, multi-time-zone environment, leveraging follow-the-sun capabilities to accelerate delivery and reduce project lead time.
Job Scope:
- Coordinate and execute delivery activities across multiple global projects, ensuring alignment with scope, timelines, and quality standards defined by regional Engagement Managers.
- Own delivery governance by driving issue resolution, providing regular delivery activities controls and status reporting, maintaining quality standards for deliverables, balancing cross-project resourcing, reinforcing Esker delivery methodology, and coordinating accurate and timely billing.
- Act as the primary interface between the Esker Delivery Hub and regional Engagement Managers, ensuring alignment on priorities, scope, and delivery expectations.
- Lead a team, provide coaching and mentorship, set performance expectations, and ensure team members are aligned, motivated, and productive.
- Forecast resource needs, allocate talent effectively across engagements, and ensure optimal utilization while balancing workloads and skillsets.
- Ensure adherence to delivery standards and methodologies, conduct regular reviews, and implement lessons learned to improve future engagements.
- Prepare and present executive-level updates, dashboards, and insights on delivery activities performance, risks, and opportunities.
- Monitor and optimize key delivery KPIs (utilization rate, delivery lead time, margin contribution, quality metrics).
- Define, monitor, and ensure adherence to service-level agreements (SLA) for all Hub activities.
- Prioritize workload across requests based on business impact, urgency, and regional needs.
Job Experience
Essential Experience:
- External client/customer consulting experience
- Experience managing multiple simultaneous projects and maintaining detailed project plans
- Competency in project estimation techniques
- Project management experience on mission-critical software development projects, including full lifecycle delivery
- Ability to present recommendations, influence stakeholders, and drive adoption of agreed delivery/process improvements
- Experience with project management tools (e.g., Monday.com, Certinia)
Job Requirements and Qualifications:
- Bachelor's degree in Computer Science (or equivalent industry experience) preferred
- 5+ years of project management experience managing multiple resources
- Strong technical knowledge (e.g., scripting, ERP integration)
- Strong decision-making, influencing, and leadership skills
- High drive and sustained energy
- Strong communication and presentation skills
- Ability to handle conflict and high-pressure situations professionally
- Fluent in spoken and written in English. Other languages such as Mandarin, Cantonese, or French is an advantage.
Success Metrics
- Delivery throughput (projects/tasks completed, SLA)
- Utilization rate of Hub resources
- Reduction in project lead time
- Quality metrics (rework rate, defect leakage)
- Adoption of standardized processes
- Contribution to backlog reduction
Skills & Abilities
- Familiarity with Agile methodology and object‑oriented programming.
- Strong understanding of SaaS delivery models and system integration concepts
- Experience in managing distributed or offshore delivery team
- Knowledge of delivery industrialization / shared services mode
- Technical understanding of problems to be able to coach and drive the technical team.
- Development experience and exposure to API, ERP Integration. Mobile.
