About the role

•    Our Technical Delivery Specialists help make our squads more effective, work at their best and are accountable to drive the day-to-day management of squad delivery, ensuring adherence to roadmaps, time and budget constraints.   
•    This role will be looking after engineering squads within the Service capability in-life team, which is responsible for enhancing customer experience through our digital self-serve journeys.  
•    Delivery Specialists facilitate the cadence of events needed to keep our squads organised, resolve risks and issues relating to delivery and any impact on related squads or teams. They work full time alongside their squads and teams, coordinating delivery activity and fostering strong collaboration across disciplines.  
 They achieve this by:  
•    Owning the Delivery Mechanics: Managing the delivery processes ensuring there is an iterative plan to work towards with tight feedback loops. Maintains delivery momentum and manages blockers, risks, issues, dependencies, assumptions and constraints. 
•    Acting as the glue between disciplines, teams and stakeholders: Leads change and manages stakeholders, ensuring collaboration and alignment from concept to in-life. Act as the glue between disciplines, squads and teams, enabling clear communication and decision-making. 
•    Manage the team / Squad dynamics: Taking the lead on establishing healthy squad dynamics and routines. Making sure the squad is working efficiently and effectively, and members are motivated and happy. 
•    Being experts in delivery / Lean/agile practices: Has a passion for their subject area, coaching squads on delivery / agile/lean techniques and helps them apply them as needed. Creating an environment where continuous improvements of squads' working practices can happen, including measuring success, inspecting and adapting. 

What you’ll be doing

•    Leads the day-to-day delivery of the squad(s) ensuring alignment with the defined roadmap, timeline, and budget constraints using the Ready, Set, Go delivery framework. 
•    Facilitates key delivery planning, review, and alignment activities including agile ceremonies, including effective adoption of Scrum, Kanban and SAFe ways of working where appropriate, driving team collaboration and efficiency. Facilitates quarterly planning, sprint planning, backlog refinement, reviews and retrospectives, fostering continuous improvement and delivery predictability.
•    Partners with internal and external stakeholders to resolve issues and provide regular progress updates, ensuring squad(s) objectives are achieved. Ensure continuous alignment and re-alignment with stakeholders. 
•    Establishes a performance-driven culture within the squad(s), ensuring high standards and continuous delivery are aligned with business goals. Actively seeks to improve a squad(s)’ working practices where needed. 
•    Orchestrates efforts across disciplines towards clear outcomes. Identifies risks and blockers affecting delivery and coordinates mitigation efforts, ensuring smooth squad(s) operations and minimal disruption across teams. 
•    Drives collaboration across squad(s) to ensure dependencies are managed effectively and delivery is optimised. Proactively identifies and brings the right people together at the right time. Knows when and how to involve stakeholders in communications, ceremonies and decision-making. 
•    Ensures the use of the most suitable delivery methodology to achieve the best outcome.  Supports squads in strengthening effective working practices and applies a structured, objective approach to problem solving. Responsible for ensuring the portfolio of work within your Squads are on track and teams are working to clearly defined and well communicated outcomes.  
•    Communicates and visualises progress towards agreed goals and maintains delivery momentum. Works closely with other Technical Delivery Specialists and to enhance the application of delivery practices and foster cross-squad collaboration.  
•    Ensures the squad(s) adheres to the delivery roadmap, managing scope, budgets, and timelines to meet business expectations. Ensure work is visible and there is an iterative plan to work towards that is actively communicated and understood by squads & stakeholders. 
•    Fosters a continuous improvement mindset within the squad(s), promoting learning, innovation, and effective problem-solving including measuring success, inspecting and adapting.  
•    Help develop the technical delivery capability within the organisation by role modelling and embedding technical practices within teams

Essential Skills / Experience

Technical Skills

• Proven experience delivering large-scale ServiceNow transformation programmes covering ITSM, CSM, Case Management, Workflow Automation, Integrations, and Platform Modernisation.
• Strong understanding of Genesys Cloud, IVR, routing, CRM integrations, digital channels, and customer experience transformation.
• Hands-on technical delivery leadership with the ability to challenge solution designs, facilitate architecture discussions, and resolve complex delivery issues.
• Experience delivering enterprise integrations using APIs, event-driven architectures, middleware, and automation frameworks.
• Ability to identify technical risks, manage dependencies, evaluate implementation approaches, and support engineering decision-making.
• Experience with platform governance, release management, DevOps/CI-CD, automated testing, production support, and operational readiness.
• Strong knowledge of Software Development Lifecycle (SDLC) practices and enterprise technology delivery.
• Experience managing testing, launch readiness, release governance, defect triage, RAID management, and technical roadmaps.

Delivery Skills

• Leads annual, quarterly, and iterative planning, translating product objectives into delivery plans and measurable outcomes.
• Strong Agile delivery experience across Scrum, Kanban, or SAFe environments, including coaching teams and improving ways of working.
• Advanced Jira and Confluence expertise for backlog management, dependency tracking, reporting, and delivery governance.
• Uses delivery metrics such as predictability, throughput, lead time, cycle time, flow, and quality indicators to drive continuous improvement.
• Experience managing multi-vendor and partner ecosystems to deliver successful programme outcomes.
• Proactively manages risks, issues, dependencies, and delivery blockers across teams.
• Maintains a strong focus on outcomes, delivery pace, quality, and business value.
• Supports budget planning, forecasting, and expenditure monitoring.
• Strong stakeholder management, decision-making, and problem-solving capabilities.

Leadership Skills

• Leads cross-functional teams, ensuring alignment, collaboration, and effective communication across business and technology functions.
• Drives organisational change and transformation initiatives from concept through implementation and adoption.
• Promotes a culture of continuous improvement using data-driven insights and team feedback.
• Challenges inefficient processes and optimises delivery practices to improve speed and quality.
• Acts as a connector across disciplines, bringing together the right stakeholders to resolve issues and maintain delivery momentum.
• Communicates effectively with technical and non-technical audiences, influencing senior stakeholders and facilitating difficult discussions.
• Builds inclusive, high-performing teams and fosters a collaborative, accountable culture.