SERVICE DELIVERY MANAGER - PAGEGROUP SSC

Service Delivery Manager PageGroup SSC ¿Dónde vas a trabajar? PageGroup SSC Barcelona Descripción Purpose Of Role.
The purpose of this role is to be responsible for the end-to-end service for a value stream which includes product evolution, live services, risk management and required governance.
Product evolution will involve being responsible for the delivery of roadmap to be executed in line with the set-out strategy, to time, budget and quality parameters.
Ensure our partners are delivering the expected service in line with expected KPI and SLAs.
This role will manage key internal stakeholders as customers and ensure the services for their value stream are well managed, resourced and delivered to expected quality and timeline.
Will also need to actively engage with teams across Page and third-party teams in the delivery of work streams or projects.
This role will include regular interaction with a broad range of global and regional, technical and functional management and subject matter experts throughout the organization.
This role is responsible for their value stream in (i) managing the delivery of roadmap of projects (ii) ensuring implementation complies with required governance and delivery processes; (iii) managing the budget (iv) managing dependencies between projects (v) driving continuous improvement in delivery and operational processes.
This role will have a direct reporting into the Programme Manager, accountable for delivery across all value streams, and a dotted line to the Operations Lead, accountable for Live Services across all value streams.
This role currently does not have line management, however, is expected to lead the team provide by our managed service vendor through their SDM, Scrum Master, Technical Leads, etc.
Key Responsibilities.
Support and oversee the delivery of roadmap for a value stream in the Digital hub team.
Manage the day-to-day development and support services, provided by offshore 3rd party teams Lead and drive all aspects of project delivery ensuring that key time, quality and cost milestones are achieved.
Conduct regular project team meetings with key internal and external stakeholders as appropriate to ensure that 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.
Managing 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 - prioritising 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 the performance gaps are addressed and closely monitored Focus on the deliverables, the business needs, the team's productivity and the removal of all blockers to ensure the project's 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.
Close collaboration with the Product owners to deliver the product roadmap and co-ordinate with the technical teams.
Planning of the projects on the roadmap and tracking delivery from start to end of the project.
Close collaboration with team in ensuring continuous improvements.
Escalate poor performance in the vendor team when required.
Close collaboration with Operations lead in implementing and ensuring key controls are in place for the value stream.
¿A quién buscamos (H/M/D)? Must have.
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.
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 Pragmatic - 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.
¿Cuáles son tus beneficios? Experience in a very multinational environment (+40 nationalities in the SSC) Competitive compensation and benefits package in Barcelona, various well-being activity options