Delivery Manager - AM

Role Introduction

We are looking for a motivated self-starter, with a keen interest for software product service/support. In this role, you will be responsible and accountable for strategic and tactical responsibility for implementing a business continuity plan for a set of key products.

You will work closely with internal and external key stakeholders & customer service. You will be responsible for all areas of the service delivery, striving for best in class products and business practices to deliver to the customer’s expectations, managing teams and supporting products across the business.

You will provide clear leadership and vision, inspire, and motivate staff to achieve excellence, and mentor them as they develop new skills. You will drive key performance indicators across all areas of the Support function to ensure that all projects are delivered within cost and on time to the highest quality standards. You will ensure Health, Safety and Environmental issues are prioritised and facilitate, direct and drive implementation of Lean Business strategy and drive Continuous Improvement across all support related areas of the business.

What You Will Do

Strategy and Development
• End to End responsibility for Support activities for a key set of products across the Organisation
• Enable/Create best practice support strategy, policies, processes, and procedures to aid and improve business objectives
• Contribute to overall business strategy and annual budget process
• Evaluate the challenges faced by the business and take action to mitigate risks and develop opportunities
• Initiate and develop creative and innovative solutions through automation

General and Task Management
• Track and support close to real time basis. Ensure SLAs are met and impediments are addressed.
• Assist in planning of the Roadmap & Budget with the onshore team
• Responsible for overseeing all aspects of Service & Support Management
• Focus on automation recurring patterns
• Ensure best support practices
• Automated metric-based measurement

People Management
• Provide leadership, coach, mentor, develop direct reports, and manage a high performing team that delivers continuous improvement, adds value, and reduces costs
• Manage communication between teams under leadership, to facilitate exchange of information and to implement change and improvements
• Work with team to translate strategy into specific annual performance goals and objectives including KPIs to track
• Monitor ongoing progress and performance. Provide timely feedback