Senior Delivery Manager - Customer Care (12 month FTC)

The Details

The Senior Delivery Manager will lead on the delivery of roadmap items involving cross functional work at ASOS Customer Care. The role holder will oversee multiple backlogs of delivery within the Customer Experience and Transformation function. They will lead Project Managers / Squad Leads and work closely with a range of other teams to shape and manage the backlog of transformative work. They will work closely with internal and external partners to ensure business requirements are understood, resources are committed to delivery and projects are kept on track.

The Senior Delivery Manager will work across the whole portfolio of work in customer care as well as multiple technological solutions. They must be confident and assertive where required and work pro-actively to resolve blockers or issues to delivery, including escalation where required. The Senior Delivery Manager will bring the best of Agile Scrum together with Project Management to ensure Customer Care achieves their Strategic Priorities.

What you'll be doing

• Lead and oversee critical project and delivery resources, at times, across multiple change methodologies and mechanisms including operational readiness, waterfall delivery, agile scrum, amongst others.
• Plan work, backlogs and resource in sufficient detail to ensure integration of all activities and identification of any dependencies across squads, teams and initiatives.
• Be adaptive when it comes to planning, forecasting, estimating and managing ambiguity across delivery of multiple projects, squad deliverables and business initiatives.
• Be the key point of contact for change delivery in customer care and hold the pen on priority deliverables across our scrum and change teams.
• Able to communicate the plan, planning assumptions and progress to a range of stakeholders in customer care and the wider business.
• Pro-actively manage priorities, risk and resources and budget with internal stakeholders and/or external providers.
• Ensure all necessary cross-functional resources are identified and committed to the delivery plan, using story points to effectively manage capacity and velocity across squads and teams.
• Communicate at all levels to ensure that all key delivery resources understand their roles and responsibilities.
• Work with the Change Manager and Leadership teams to ensure there is alignment on broader Customer Care roadmap and in relation to priorities and the landing of change into the operation and to our customers.
• Be an anchor point into technology teams and third party teams to ensure shared and/or dependent deliverables are prioritised in line with agreed roadmaps.

About You

• Extensive experience in the role of a Scrum Master delivering solutions using Agile approaches, including using data to identify challenges and opportunities, and can also use metrics such as velocity.
• Promote an ethos and culture of self-managing teams, demonstrated ability to identify dependencies, issues & risks and aim to resolve them independently within the Scrum.
• Identifies and implements ways to improve team, process and service performance and suggests and implements changes to how the team operates.
• A track record in facilitating Scrum ceremonies to achieve outcomes and understanding of Scrum roles, tools, practices, values and principles; as well as ability to implement capability uplifts in basic concepts such as Scrum events, user stories, agile techniques etc.
• Uses multiple disciplines to achieve desired outcomes and can demonstrate clear value of agile scrum with evidence of supporting and guiding others on agile methodologies.
• Proficient in clearly explaining distinctions between waterfall and agile methodologies, as well as clarifying the roles and responsibilities needed to build effective self-organising teams.
• Partners with, coaches and supports the Product Owner in leading the backlog to ensure it is properly prioritized and appropriately sized and it is articulated and understood by the scrum teams and stakeholders.
• Ability to articulate the difference between output and outcome focus, as well as problem solve and conflict manage where required to deliver business value.
• Ability to ensure visibility and facilitate good communication both within the team and other stakeholders of varying hierarchy.
• Good understanding and experience of a contact centre environment.
• Able to demonstrate initiative, has a proactive approach to workload whilst navigating obstacles and not shying away from difficult conversations.
• Supporting our culture by championing Diversity, Equity & Inclusion strategies.

The role holder will have great interpersonal skills and the ability to work with stakeholders of varying hierarchy. They will be a results and goal-focused individual who can meet deadlines without supervision; the ability to work under pressure and provide leadership through a culture of ownership.

Qualifications

• Certified Scrum Master / Professional Scrum Master (CSM / PSM).
• In-depth understanding of agile projects and lifecycle.
• Good understanding of release management practices.
• Coaching/Mentoring skills focused on Agile Methodologies.
• Project management practitioner or good experience.

Benefits

• Employee discount (hello ASOS discount!).
• ASOS Develops (personal development opportunities across the business).
• Employee sample sales.
• Access to a huge range of LinkedIn learning materials.
• 25 days paid annual leave + an extra celebration day for a special moment.
• Discretionary bonus scheme.
• Private medical care scheme.
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits.

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like.