Delivery Manager

Purpose of the Role

The Delivery Manager at Reach Digital Health will be at the forefront of our delivery transformation, guiding teams in adopting practices that promote effective collaboration, communication and delivery. They will foster a culture of continuous improvement, accountability and delivery of value. This role requires expertise in Adaptive and Predictive methodologies, coaching and facilitation, and will be instrumental in enhancing our processes and overall organisational agility and consistency.

You will be responsible for successfully implementing delivery practices across the organisation and facilitating the delivery within multi-disciplinary teams. This role is responsible for cultivating a collaborative mindset, developing, and coaching teams to deliver projects according to the organisational project management and delivery standards.

Key Focus Areas:

Facilitation - Facilitate Agile ceremonies, workshops and team building across multiple teams according to the organisational process, methodology and framework.
Drive Delivery - Guide multi-disciplinary teams to deliver work according to the project parameters and the organisational processes.
Monitor & Improve Team Efficiency - Regularly review data from team feedback and delivery performance to improve the ways of working.
Resolve Blockers - Assist in identifying persistent blockers that hinder delivery, assist the team to remove blockers and provide guidance for resolving common issues

Facilitation, Team Empowerment, and Growth:

• Facilitate Agile Rituals: Lead daily stand-ups, backlog refinement, service-delivery reviews (SDRs), retrospectives, and other team related meetings to ensure effective team collaboration, communication and workflow management.

• Team Support: Coach and support team members, on practices that help them plan and execute their work items. Fostering a culture of continuous learning and growth, encouraging self-organisation and decision-making within teams.

• Promote Effective Communication: Support team members to effectively communicate within the team, focussing on finding solutions to challenges and de-escalating situations that may cause conflict within the squad.

• Refinement of Work Packets: Guide team members in the refinement and breakdown of activities into manageable work packets with parameters that help size work appropriately to promote flow within the teams.

• Remove Blockers & Impediments: Actively contribute to the empowerment of team members to remove obstacles that hinder productivity and optimal delivery.

• Stakeholder Communication: Act as a liaison between the team and internal stakeholders, ensuring clear and consistent communication regarding delivery progress and expectations.

• Team Motivation: In collaboration with the People Operations Team, propose and implement strategies to keep the team motivated, engaged, and focused on project goals.

• Process & Ways of Working: Ensure that the team follows the organisational processes, standards and methods when planning and executing work, offering support and guidance where necessary.

• Feedback: Collect continuous feedback from the team to understand the challenges they may face and how we might make improvements to our processes to promote a productive and effective working environment.

Delivery Operations:

• Risk Management: Identify, assess, and mitigate risks that relate to the team and their ability to deliver work. Maintain a risk register and update it regularly.

• Process Improvement: Continuously collaborate with the Delivery Operations team to evaluate and identify improvements to the delivery processes, implementing good practices to enhance efficiency and effectiveness.

• Ways of Working Improvement: Proactively identify challenges and propose mitigations to the Delivery Operations working group for consideration and support the change management process to implement approved changes.

• Compliance: Maintain an understanding of the organisational standards and ensure that all deliverables meet the required acceptance criteria. Ensure that all deliverables meet the required acceptance criteria and comply with organisational standards.

• Knowledge Sharing: Develop and maintain information about processes, teams and good practices in structured repositories that are accessible and easy to use.

• Capacity Management: Support the management of team capacity and staff allocation to ensure optimal utilisation and balanced workloads. Coordinate with other managers to share team members effectively.

• Foresight: Anticipate future squad needs and make adjustments to meet demand. Understanding the trends in the squad, anticipate when additional staff may be needed or when we might expect a drop in capacity requirements.

• Onboarding: Participate in the onboarding of new team members to ensure the team has the necessary understanding of the processes and ways of working. Coaching new joiners in the practices they need to adopt in either team settings or in one-on-one engagements.

• Stakeholder Management: Engage with stakeholders to understand their needs and expectations. Ensure stakeholder satisfaction by delivering projects that meet their requirements.

• Documentation: Maintain comprehensive documentation, including project plans, risk logs, meeting minutes, and progress reports. Ensure that all project artefacts are up to date and accessible.

Monitor, Analyse & Report:

• Performance Tracking: Monitor squad performance metrics and key indicators, ensuring alignment with business objectives. Utilise tools and dashboards for real-time tracking and use these resources to guide the team in action to improve performance.

• Operational Metrics: Analyse data to identify trends, opportunities for improvement, and areas of concern. Use insights to make data-driven decisions.

• Reporting: Prepare and present regular reports on squad status, performance, quality, and other relevant metrics to stakeholders and senior management. Ensure transparency and accountability through detailed reporting.

• Insights & Actions: Develop actionable insights that can translate into changes to our processes and ways of working, or potential support that may be needed from leads or HOD’s to address specific team challenges.

Domain Expertise:

• Technology: Develop a deep understanding of the workflow management tools that we use at Reach and use these expertise to guide team members in using the tooling effectively. Develop a high-level understanding of the technologies that our teams use and develop in order to participate in meaningful engagement.

• Methodologies & Practices: Develop and maintain a thorough understanding of Agile and Predictive methodologies, including broader practices to promote effective delivery of work.

• Operations: Develop a thorough understanding of the organisational operating model and how this might influence decision-making and our approach to delivery.

• Facilitation: Develop and maintain knowledge of effective facilitation techniques in a wide range of scenarios and environment, with a specific focus on remote facilitation.

• Coaching: In collaboration with the People Operations Team, provide ongoing guidance to team members to develop skills that might be lacking for team collaboration, communication and workflow management.

• Interpersonal Skills: Develop your interpersonal skills on an ongoing basis, ensuring that you’re able to adapt your style based on the audience and environment.

• Subject Matter Knowledge: Develop an understanding of the work that team members undertake by being curious and asking questions, building a knowledge base that can help guide team members to meet the outcomes of deliverables.

Minimum Qualifications

• University Degree in a related field or equivalent experience.

• Certification in Agile Project Management or Coaching (eg. PMI-ACP, Certified ScrumMaster, Certified Scrum Product Owner).

• Certified Project Management Professional (PMP) advantages.

Skills and Experience

• 5 years experience in either Project Management, Agile Coaching, Scrum Master or Delivery Lead roles in a technical environment.
• In-depth knowledge of Agile and Predictive methodologies.
• Experience with Project Management Principles.
• Solid organisational skills, including attention to detail and multitasking skills.
• Excellent time management skills.
• Strong technical skills.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills.
• Excellent facilitation skills, specifically in a remote working environment.