Senior Delivery Manager - Customer Care (9 month FTC)

Votre Sommelier; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Delivery Manager to lead transformative projects within Customer Care. This role involves overseeing multiple backlogs, coaching high-performing teams, and ensuring alignment with strategic priorities. The ideal candidate will have extensive experience in Agile methodologies, particularly Scrum, and a proven track record of delivering complex projects. Join a dynamic environment where your contributions will directly impact customer experiences and operational excellence. Embrace the opportunity to work with diverse teams and drive meaningful change in a collaborative setting.

Benefits

Employee discount

Personal development opportunities

Employee sample sales

Access to LinkedIn learning

25 days paid annual leave

Discretionary bonus scheme

Private medical care

Flexible benefits allowance

Qualifications

• Extensive experience as a Scrum Master with Agile methodologies.
• Proven ability to manage multiple projects and deliverables.

Responsibilities

• Lead and oversee project delivery across multiple methodologies.
• Communicate plans and progress to stakeholders effectively.

Skills

Agile methodologies

Scrum Master experience

Project management

Stakeholder communication

Problem solving

Education

Certified Scrum Master (CSM/PSM)

Project management experience

Tools

Agile tools

Scrum frameworks

Job description

Senior Delivery Manager - Customer Care (9 month FTC)

Join to apply for the Senior Delivery Manager - Customer Care (9 month FTC) role at Votre Sommelier

Senior Delivery Manager - Customer Care (9 month FTC)

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Join to apply for the Senior Delivery Manager - Customer Care (9 month FTC) role at Votre Sommelier

The Details

The Senior Delivery Manager will lead on the delivery of roadmap items involving cross functional work at ASOS Customer Care. The role holder will oversee multiple backlogs of delivery within the Customer Experience and Transformation function. They will manage high performing Project Managers \/ Squad Leads, providing coaching and guidance on deliverables. They will work closely with a range of other teams to shape and govern the roadmap of transformative change in Customer Care. They will work closely with internal and external partners to ensure business requirements are understood, resources are committed to delivery and projects are kept on track.

The Senior Delivery Manager will work across the whole portfolio of work in customer care as well as multiple technological solutions. They must be confident and assertive where required and work pro-actively to resolve blockers or issues to delivery, including escalation where required. The Senior Delivery Manager will bring the best of Agile Scrum together with Project Management to ensure Customer Care Achieve their Strategic Priorities.

Open to part-time applicants.

What youll be doing

• Lead and oversee critical project and delivery resources, at times, across multiple change methodologies and mechanisms including operational readiness, waterfall delivery, agile scrum, amongst others
• Plan work, backlogs and resource in sufficient detail to ensure integration of all activities and identification of any dependencies across squads, teams and initiatives
• To be adaptive when it comes to planning, forecasting, estimating and managing ambiguity across delivery of multiple projects, squad deliverables and business initiatives
• Be the key point of contact when it comes to change delivery in customer care and hold the pen on priority deliverables across our scrum and change teams
• Able to communicate the plan, planning assumptions and progress to a range of stakeholders in customer care and the wider business
• Pro-actively manage priorities, risk and resources and budget with internal stakeholders and or external providers
• Ensure all necessary cross-functional resources are identified and committed to the delivery plan, using story points to effectively manage capacity and velocity across squads and teams
• Communicate at all levels to ensure that all key delivery resources understand their roles and responsibilities
• Work with the Change Manager and Leadership teams to ensure there is alignment on broader Customer Care roadmap and in relation to priorities and the landing of change into the operation and to our customers
• Be an anchor point into technology teams and third party teams to ensure shared and\/or dependent deliverables are prioritised in line with agreed roadmaps
  
  

Were ASOS, the online retailer for fashion lovers all around the world.

We exist to give our customers the confidence to be whoever they want to be, and that goes for our people too. At ASOS, youre free to be your true self without judgement, and channel your creativity into a platform used by millions.

But how are we showing up? Were proud members of Inclusive Companies, are Disability Confident Committed and have signed the Business in the Community Race at Work Charter and we placed 8th in the Inclusive Top 50 Companies Employer list.

Everyone needs some help showing up as their best self. Let our Talent team know if you need any adjustments throughout the process in whatever way works best for you.

About You

• Extensive experience in the role of a Scrum Master delivering solutions using Agile approaches, including using data to identify challenges and opportunities, can also metrics such as velocity
• Promote an ethos and culture of self-managing teams, demonstrated ability to identify dependencies, issue & risks and aim to resolve them independently within the Scrum
• Identifies and implements ways to improve team, process and service performance and suggests and implements changes to how the team operates
• A track record in facilitating Scrum ceremonies to achieve outcomes and understanding of Scrum roles, tools, practices, values and principles; as well as ability to implement capability uplifts in basic concepts such as Scrum events, user stories, agile techniques etc
• Uses multiple disciplines to chieve desired outcomes and can demonstrate clear value of agile scrum with evidence of supporting and guiding others on agile methodologies
• Proficient in clearly explaining distinctions between waterfall and agile methodologies, as well as clarifying the roles and responsibilities needed to build effective self-organising teams
• Partners with, coaches and supports the Product Owner in leading the backlog to ensure it is properly prioritized and appropriately sized and it is articulated and understood by the scrum teams and stakeholders
• Ability to articulate the difference between output and outcome focus, as well as problem solve and conflict manage where required to delivering business value
• Ability to ensure visibility and facilitate good communication both within the team and other stakeholders of varying hierarchy
• Good understanding and experience of a contact centre environment
• Able to demonstrate initiative, has a proactive approach to workload whilst navigating obstacles and not shying away from difficult conversations
• Supporting our culture by championing Diversity, Equity & Inclusion strategies
  
  

The role holder will have great interpersonal skills and ability to work with stakeholders of varying hierarchy. They will be a results and goal focussed individual who can meet deadlines without supervision; the ability to work under pressure and provide leadership through a culture of ownership.

Qualifications

• Certified Srum Master \/ Professional Scrum Master (CSM \/ PSM)
• In-depth understanding of agile projects and lifecycle
• Good understanding of release management practices
• Coaching\/Mentoring skills focused on the Agile Methodologies
• Project management practitioner or good experience
  
  

BeneFITS

• Employee discount (hello ASOS discount!)
• ASOS Develops (personal development opportunities across the business)
• Employee sample sales
• Access to a huge range of LinkedIn learning materials
• 25 days paid annual leave + an extra celebration day for a special moment
• Discretionary bonus scheme
• Private medical care scheme
• Flexible benefits allowance - which you can choose to take as extra cash, or use towards other benefits
  
  

Why take our word for it? Search #InsideASOS on our socials to see what life at ASOS is like

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  IT Services and IT Consulting

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