Head of Busines Unit / Regional Delivery Lead

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Head of Business Unit / Regional Delivery Leader, reporting directly to Global Value Stream Vice President, is accountable for driving and managing the delivery in line with the Value Stream Strategy, for their region(s) of responsibility – Americas (South and North America).

• Support Global Value Stream Vice President in the definition of the Value Stream Strategy.

• Support Global Solution Leader in the definition of Solution’s Value proposition.

• Define and deploy, in line with Value Stream budget, the annual Value Stream Operational Plan in terms of:

• Project launches and extensions/renewals,
• Attrition risks management,
• Workforce demand plan,
• People skills and competencies requirements,
• Targets for operational KPIs, service quality, customer satisfaction.

• Define annual delivery objectives for Delivery Leaders ensuring the alignment with the Value Stream Operational Plan.

• Will be responsible in leading two major valuestreams for the company - Consumer Engagement and Sales Performance

• Support Global Lean Leader in the definition of the Continuous Improvement Plan and Delivery Leaders in the deployment of the said plan.

• Monitor operational performance, ensuring that Delivery Leaders deploy the annual Value Stream Operational Plan, as well as define and deploy necessary mitigation actions to achieve delivery objectives.

• Ensure an effective escalation process in case of operational constraints and risks at project and client level.

• Monitor, with support of Value Stream Finance Director, the Value Stream budgeting and forecasting processes in line with the Company financial scheduling and ensure potential mitigation actions to achieve financial objectives.

• Ensure the deployment of available business analytics tools, to continuously monitor the operational KPIs and service quality.

• Monitor customer satisfaction score at Value Stream, client, and project level, ensuring the deployment of potential mitigation actions.

• Ensure that Delivery Leaders define and deploy the People development plan for their resources.

• Ensure all direct reports have annual and periodic Performance Development Dialogues (PDD), documented within People Central to promote continuous development and maintain alignment with team and business goals.

• Ensure that all direct reports develop a valid People Development Plan (PDP) for their teams.

• Ensure that Delivery Leaders and Project Managers manage contract extension and renewals as described in the sales process.

• Ensure that Delivery Leaders provide technical support to the Sales team in selling activities, such as requirements collection, scope of work definition, costing model and client-facing price definition, as envisaged in the sales process.

• Ensure timely approvals in line with the Company global Delegation of Authority rules and matrix (DoA Policy).

• Define and maintain operational excellence related rules and policies, and ensure that Delivery Leaders define, develop, and maintain documented workflows, and SOPs.

• Ensure Delivery teams’ compliance with the applicable Company policies and procedures.

Education & Experience

• Bachelor’s degree in Business, Operations Management, Engineering, or a related field; Master’s degree preferred.
• Minimum 8 years of years of experience in delivery operations, program leadership, value-stream management, or large-scale service delivery within a global organization.
• Strong experience working in the automotive industry (required)
• Proven experience managing regional or multi-country delivery operations, ideally across North and South America.
• Demonstrated experience with financial oversight, including budgeting, forecasting, and operational cost management.
• Experience collaborating with sales organizations on requirements gathering, SOW development, pricing models, and contract renewals.
• Technical & Operational Skills
• Understanding of value-stream strategy, delivery frameworks, and operational excellence practices.
• Ability to develop and deploy annual operational plans including workforce planning, skill mapping, attrition management, and KPI framework definition.
• Capability to manage complex escalations, operational risks, and mitigation strategies at client and project levels.
• Solid understanding of contract management, renewals, and client engagement processes.
• Leadership & People Management
• Strong capability in talent development, including coaching Delivery Leaders, conducting performance reviews, and building People Development Plans (PDPs).
• Proven ability to foster a culture of accountability, continuous improvement, and operational discipline.
• Strong communication, negotiation, and stakeholder-management skills, especially with executive-level clients.
• Customer & Business Focus
• Track record of driving high customer satisfaction and implementing corrective actions when required.
• Experience managing delivery in customer-facing environments and ensuring consistent service quality.
• Ability to support sales in pre-sales activities, including client briefings, solution scoping, and pricing support.

Other Requirements

• Ability to travel regionally and internationally as needed.
• High level of integrity, ownership, and professionalism, aligned with global governance and Delegation of Authority (DoA) policies.
• Fluency in English required; Spanish or Portuguese is a plus (given regional coverage).

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.