Delivery lead - Contact Centres

Job Purpose

The Delivery Lead will assist the Head of IT in providing technology and delivery direction and expertise to the Contact Centres. The Delivery Lead will act as a point of contact for all aspects of, delivery and operational management, ensuring that IT contributes significant business value, and will act as an ambassador for IT and make a positive contribution to the feedback that the function receives.

The Delivery Lead has overall accountability for the success of all Squads within the Sub-Tribe, acting both as a servant leader and coach. The main responsibilities include ensuring the delivery of the overarching plan by removing blockers, ensuring progress can be made by squad members by removing risks/issues outside of their control, dealing with any organisational impediments, managing tribe dependencies, and protecting the squad from unnecessary distraction. 

The Delivery lead is responsible for the day to day Agile management activities, coaching, Line management of Squad Leads, and ensuring that Agile Ceremonies or conducted consistently, driving a culture of skills growth and continuous improvement. The succesful individual will also ensure that the optimum balance is achieved between costs, value and benefits in provision of IT services and systems, working within business priorities as agreed by the Change board, ensuring that ‘business demand’ is matched to ‘IT supply’ as needed.

The Delivery Lead will keep abreast of IT and general technology developments in the broader marketplace, and make recommendations, ensuring these are understood and where appropriate, exploited across the business to increase business value derived from systems and processes

Accountabilities & Responsibilities

• Alongside the Tribe leadership and Business Leads, takes responsibility for the development and monitoring of OKR’s/key performance indicators. Maintaining clear controls on performance and costs
• Advocate and lead on ways of working and methods (e.g. Agile) that continually improve IT services, ensuring the adoption and adaptation of systems development lifecycle models as needed to advance business outcomes
• Accountable for having a clear understanding of the needs of the business and uses this to develop strategy and plans. Focussing on business risk and continuity issues which impact the strategy. Takes full advantage of wider issues, e.g. commercials, people, processes, and systems, for any proposed IT strategy. Whilst understanding current IT estate and operations, as well as current enterprise architecture objectives and constraints
• Assist in building a robust high-level plan to deliver the strategy considering budgetary constraints in delivering the plan successfully
• Accountable for monitoring and reviewing progress on the strategy and plan, updating and evolving as required with the necessary senior stakeholder support
• Embed a culture of risk, control, and compliance, ensuring that appropriate systems and controls are in place. Seek advice from the relevant stakeholders to ensure all aspects of the department’s operations comply with regulations. Acting in accordance and within the spirit of both business and regulatory policies and conduct rules e.g. Risk, Security and Compliance
• Ensure that the customer is ‘front and centre’ in everything that the organisation does, ensuring that customers are treated fairly
• Develop a happy and talented team ensuring that the culture within the department reflects the four pillars of “Communication, Equality, Reward and Recognition and Fun”
• Inspire employees and act as a role model for the behaviours that encourage a high standard of product delivery
• Accountable for maintaining and facilitating Tribe level resource plans, forecasts future resource requirements and working with Technical Lead, Chapter leads and other Tribe Delivery Leads to agree future resourcing strategies
• Responsible for identifying, measuring and reporting ROI across Tribe based on Squad performance versus product backlog value
• Accountable for identifying, tracking, removing and escalating impediments and blockers at Tribe level to maintain both pace and flow of value
• Accountable for ensuring Tribe level ceremonies such as Monthly Tribe Planning, Weekly Scrum of Scrums and Sprint Demos are conducted focusing on value return
• Accountable for understanding operating with Tribe budgets and ensuring adherence to Guardrails at Tribe level
• Accountable for driving collaboration and continuous improvement mind-set across the Tribe members for the relevant Tribe
• Accountable for providing open and effective communication channels leading to greater knowledge transfer within the Sub Tribe.   
• Accountable owner and role model for living the following values: productivity, quality, transparency, and openness over internal politics.
• Takes responsibility, within an IT service facility/operational environment, for setting targets, monitoring performance, and managing the service in an efficient and effective manner
• Accountable for supporting Product Leads by ensuring Tribe activities align with strategic objectives
• Responsible for both timely and effective tracking and reporting on Tribe’s progress on OKRs to APMO and other business stakeholders.
• Accountable for maximising Squad’s ability to deliver Sprint goals and contribute to Tribe OKRs.
• Responsible for managing Squad capacity, utilisation and velocity. Actively engages with other Squad Leads in the Tribe and Tribe leadership to discuss resourcing and utilisation strategies
• Responsible for supporting the Head of IT with management duties for Squad Leads with a view to focussing on coaching and mentoring techniques that align to both agile principles and Admiral values.

Knowledge and Experience Required

Leadership and Industry

• Technology leadership experience (both waterfall and agile)
• Excellent communicator with ability to negotiate, influence and explain, particularly to large business teams and geographically distant area
• Able to lead calmly through periods of high pressure whilst inspiring people and teams to achieve excellence and grow their skills
• Experienced across core facets of IT operations, including define, monitor and improving services and processes
• Experienced budget management skills
• Innovative and creative thinking
• Experience of designing and delivering business solutions
• Experience in SLA development & management
• Project management experience
• Drive, enthusiasm, and a can-do attitude
• Practical knowledge of the industry and professional standards
• Extensive knowledge and experience with line management through both coaching and mentoring techniques
• Knowledge and experience of Agile development techniques like: User Stories, Continuous Integration, ATDD - Acceptance Test Driven Development, TDD - Test-driven development, Continuous Testing, Pairing and Automated Testing

Technical/Role Based

• Knowledge and experience in Scrum development practices and continuous integration & deployment
• Knowledge and experience with 3^rd party service providers including facilitation of RFP, onboarding, and performance management (design of SLA and overall KPI)
• Extensive experience and awareness of IT architectural governance, standards and methodology
• Experience and awareness of CISO governance frameworks, standards, controls, and auditing documentation covering both business and technology solutions currently within product backlogs
• Knowledge and understanding of cross-Tribe and shared service dependencies and levers available to address those dependencies
• Knowledge of identification and management of engineering, design and testing standards and practices that comply with internal organisation IT governance and architectural standards within a heavily regulated environment
• Knowledge and experience in the use of tools such as: Jira, Confluence etc.
• High-level knowledge and experience operating within Contact Centre and with the design and development of associated technologies (e.g. Guidewire, Google CCAI, Twillio, Avaya, NICE, Verint)

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're voted no. 1 in the 2019 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form.

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