Senior Delivery Manager - Customer Care (9 month FTC)

TN United Kingdom; Watford; On-site; GBP 45,000 - 70,000; Part time

Job summary

An established industry player is seeking a Senior Delivery Manager to lead transformative projects in customer care. This role involves managing high-performing teams, overseeing multiple backlogs, and ensuring effective collaboration across various functions. Ideal candidates will have extensive experience in Agile methodologies and a proven ability to drive project success. The position offers opportunities for personal development and a supportive work environment, making it a perfect fit for proactive leaders looking to make a significant impact in customer experience.

Benefits

Employee discount

Personal development opportunities

Sample sales

Access to LinkedIn Learning

25 days annual leave plus a celebration day

Discretionary bonus scheme

Private medical care

Flexible benefits allowance

Qualifications

• Extensive experience in Agile methodologies and Scrum.
• Proven track record in managing backlogs and delivering value-driven outcomes.

Responsibilities

• Lead project resources across multiple delivery methodologies.
• Communicate plans and progress to stakeholders effectively.
• Manage priorities, risks, and resources proactively.

Skills

Agile methodologies

Scrum Master

Project Management

Communication skills

Problem-solving

Education

Certified Scrum Master (CSM / PSM)

Project management certification

Job description

Senior Delivery Manager - Customer Care (9 month FTC), Watford

Client: ASOS

Location: Watford, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 656bee1c6aa5

Job Views: 5

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description

The Senior Delivery Manager will lead the delivery of roadmap items involving cross-functional work at ASOS Customer Care. The role involves overseeing multiple backlogs within the Customer Experience and Transformation functions, managing high-performing Project Managers/Squad Leads, and working closely with various teams to shape and govern the transformative change in Customer Care. Collaboration with internal and external partners is essential to ensure clear understanding of business requirements, resource commitment, and project tracking.

This role covers the entire portfolio in customer care and multiple technological solutions. The Senior Delivery Manager must be confident, assertive, and proactive in resolving blockers, escalating issues when necessary, and integrating Agile Scrum with Project Management to achieve strategic priorities.

Open to part-time applicants.

What you’ll be doing

1. Lead and oversee project resources across multiple delivery methodologies, including operational readiness, waterfall, and agile Scrum.
2. Plan work, backlogs, and resources in detail, ensuring integration and dependency management across squads and initiatives.
3. Adapt planning, forecasting, and estimating to manage ambiguity across multiple projects and initiatives.
4. Serve as the key contact for change delivery in customer care, prioritizing deliverables across teams.
5. Communicate plans, assumptions, and progress to stakeholders within customer care and the wider business.
6. Manage priorities, risks, resources, and budgets proactively with stakeholders and external providers.
7. Identify and commit cross-functional resources, using story points to manage capacity and velocity.
8. Ensure all delivery resources understand their roles and responsibilities through effective communication.
9. Collaborate with Change Managers and Leadership to align on the Customer Care roadmap and change implementation.
10. Coordinate with technology and third-party teams to prioritize shared and dependent deliverables.

Qualifications & About You

• Extensive experience as a Scrum Master delivering solutions with Agile methodologies, using data and metrics like velocity.
• Ability to promote self-managing teams, identify dependencies, issues, and risks, and resolve them independently.
• Proven track record of improving team and process performance, facilitating Scrum ceremonies, and understanding Scrum roles and principles.
• Experience in supporting Product Owners, managing backlogs, and ensuring value-driven outcomes.
• Strong communication skills across all levels, with a good understanding of contact center environments.
• Proactive, initiative-taking, and capable of handling difficult conversations.
• Championing Diversity, Equity & Inclusion strategies.
• Certified Scrum Master (CSM / PSM) and in-depth understanding of Agile projects and lifecycle.
• Knowledge of release management practices and coaching skills in Agile methodologies.
• Relevant project management experience or practitioner certification.

Additional Information & Benefits

• Employee discount (including ASOS discount)
• Personal development opportunities through ASOS Develops
• Sample sales and access to LinkedIn Learning resources
• 25 days annual leave plus a celebration day
• Discretionary bonus scheme
• Private medical care
• Flexible benefits allowance

Discover what life at ASOS is like by searching #InsideASOS on social media.