JOB TITLE
Service Delivery Manager
POSITION TYPE
Full-Time/Regular
SUMMARY OF JOB
A Delivery management role, responsible for the day to day management, operation and leadership of Agile Product Delivery teams ensuring timely delivery of key Digital initiatives. Playing an active role within the Delivery Team, acting as an enabler for the team to ensure the team has continued focus, remove blockers and ensure initiatives are delivered on time, to budget and with quality. Building strong and productive relationships with key areas of the organization including Product and Digital Leadership to ensure accurate understanding of priorities and requirements. A natural people person, helping build a cohesive culture within their team, celebrating successes and learning from failures. Always looking to improve processes, share learnings and help improve Delivery across all Digital teams.
Key Areas of Responsibility
Product Delivery:
- Relentless customer-focus – ensure service is fit for the purposes of customers
- Manage the work, let people self-organize around it
- Responsible for ensuring performance measures are met and held to the KPIs outlined
- Facilitate transparency & shared understanding of current processes & policies, as actually practiced
- Gain agreement for evolutionary change and drive this change
- Encourage acts of leadership at all levels (incremental improvement through experimentation, scientific method)
- Work with Product team to ensure all requirements are captured, stories groomed, and everything captured in order to allow the team can execute without blocker
- Ensure deliverables are completed in time and within expected cost and quality
Kanban Service Delivery System Improvement (evolutionary feedback-loop cadences, reflection mechanisms):
- Facilitate the daily Kanban Meeting
- Focus on completion of work and removal of blockers
- Facilitate the (weekly) Replenishment/Commitment meeting
- Replenishment of WIP-limited system
- Facilitate the (bi-weekly) Service Delivery Review Meeting
- Present capability data & metrics
- Report on outcomes of improvement initiatives (experiments)
- Collaborate with stakeholders to design improvement experiments
- Take responsibility for implementation of improvement initiatives (experiments)
- Facilitate the (bi-weekly) Delivery Planning Meeting
- Decide which in-progress items will be released next and plan the work for deployment.
- Facilitate Blocker-Clustering Workshops
- Analysis and grouping of blockers
- Design & implement experiments for improvement of system design
Kanban Service Delivery System Design:
- Ensure visualization of all Work Items
- Maintain work items with customer-recognizable integrity throughout entire workflow
- Visualization of the flow of work through stages of knowledge-discovery
- Visualize all blocked Work Items and assist with remediation
- Clear point of commitment (first unbounded queue)
- WIP limits across the entire workflow (from point of commitment to completion)
- Explicit policies
- Classes of Service
- Pull criteria policies for each stage of knowledge discovery
- Ticket design – enough information to make a good pull decision into each stage of knowledge-discovery
Stakeholder management:
- Build strong relationships with departmental leaders across Trader
- Understand stakeholder issues, challenges and opportunities
- Manage expectations and ensure clear and transparent communication
- Advise key stakeholders of progress across all phases of the Product Delivery lifecycle
- Act as a liaison between Product Delivery team and stakeholders
- Ensure quality communication between engineering disciplines
Maintain & report Service Delivery capability data & metrics:
- Own all Delivery metrics for their Product Delivery team(s) including, but not limited to:
- Lead Time Distribution histogram
- All work
- By Work Item Type
- By Class of Service
- Delivery Frequency
- Replenishment Frequency
- Cumulative Flow diagram
- Flow Efficiency
- Number of known defects in production
- Lead Time Distribution histogram
- Responsible for reporting metrics, identifying insights and putting improvements into action
REQUIRED SKILLS
- Highly organized, self-directed with a strong ability to prioritize
- Exceptional interpersonal, communication and presentation skills
- Proven ability to build and lead high-performing teams
- Excellent interpersonal skills including mentoring, coaching, collaborating, and team building
- Ability to communicate with technical and non-technical audiences
- Strong conflict management and resolution skills
- Ability to define and manage complex process and/or product issues of a broad scope using independent judgment
- Ability to balance strategic planning with tactical delivery
- Strong negotiation and influencing skills
- Proven experience interacting with all levels including executives
- Creative approach to problem-solving with the ability to focus on details while maintaining the "big picture" view
REQUIRED EXPERIENCE
- University Degree in relevant field, or equivalent experience (R)
- 5+ years’ delivery management experience in online software industry; strong knowledge of website design, functionality usability, web and mobile technologies (R)
- 4+ years’ experience in successfully using agile methodologies (P)
- Proven knowledge of Agile methodologies, primarily using Kanban or Scrum approach using related tools such as Jira and Trello (R)