Job Description:
The Service Delivery Manager will be responsible for the end-to-end service for a value stream, including product evolution, live services, risk management, and required governance. This involves delivering the roadmap in line with the set-out strategy, to time, quality, and cost parameters.
The role will ensure that partners deliver the expected service in line with expected KPIs and SLAs. Key internal stakeholders will be managed as customers, and the services for their value stream will be well-managed, resourced, and delivered to expected quality and timeline.
Key Responsibilities:
* Support and oversee the delivery of the roadmap for a value stream in the Digital hub team.
* Conduct regular project team meetings with key internal and external stakeholders to ensure projects stay on track.
* Use appropriate Agile methodologies (Scrum or Kanban), lead Agile ceremonies, continually learning and iterating, and coaching the team in Agile DevOps practices.
* Define and agree delivery plans and roadmaps for all the projects planned throughout the year.
* Manage team resources, creating project plans, tracking costs, monitoring progress, tracking metrics (SPs and tickets), and identifying risks early on before they become serious problems.
* Lead the collaborative, dynamic planning process - prioritizing the work that needs to be done against the capacity and capability of the team, balancing the interests of product owners, team, and the business.
* Continuous Learning and growth in Agile DevOps.
* Identify areas for improvement and come up with a plan to ensure that performance gaps are addressed and closely monitored.
* Focus on deliverables, business needs, team productivity, and removal of all blockers to ensure project success.
* Producing governance reports, managing budgets, and risk management - reporting monthly on the performance of the value stream.
* Oversee the day-to-day operations of live services, ensuring their availability, reliability, and performance meet expected standards.
* Collaborate closely with operational leads to address operational issues, manage SLAs, and mitigate risks.
* Identify opportunities to implement efficiency improvements.
* Closely collaborate with Product Owners to deliver the product roadmap and coordinate with technical teams. Planning of projects on the roadmap and tracking delivery from start to end of the project.
* Closely collaborate with teams to ensure continuous improvements. Escalate poor performance in the vendor team when required.
* Closely collaborate with Operations Lead in implementing and ensuring key controls are in place for the value stream.
Requirements:
* Excellent delivery focus and drive
* Direct experience of IT Applications and related project delivery, including business change elements
* Proven track record in delivering IT Application projects and managing virtual and distributed IT teams (including suppliers and third-party resources)
* Proficient with project planning tools - MS Project, JIRA, Confluence
* Project financial management
* Good communication skills to effectively manage relationships with external suppliers, internal customers, and senior management
* Experience of working in a global team and proven ability to address issues and challenges associated with global working, varied time zone, and geographical distance
* 6+ years of project management experience
* Proficient in English language
* Create reports and presentations for Senior Management
* Agile DevOps experience
* Familiarity with ITIL frameworks and best practices for service delivery and operations
Preferred Qualifications:
* Experience in managing live services or IT operations, including incident management, problem management, and change management processes
* Good understanding of Applications Technology, with the ability to credibly challenge technical teams
* Good understanding and experience of applications in one or more of the following functional areas, specifically CRM, Digital, Back Office (HR, finance, legal) and information management and BI
* Experience of managing multi-regional projects and deployments into multiple countries
Mandatory Attitudes and Behaviours:
* Proactive
* Solution and delivery-oriented
* Analytical and strong attention to detail
* Pramatic - able to balance competing pressures and influences
* Good communication style able to influence business decisions
* Able to work with staff at senior and junior levels and from a range of cultural backgrounds
* Able to engage, enthuse, and motivate teams and individuals
* Eager to learn new products and new ways of working