Delivery Lead

Global Business Ser. 4u; Chicago (IL); Hybrid; USD 148,000 - 210,000; Full time

Job summary

A leading company is seeking a driven Delivery Lead for its AEI Contact Center Solutions Technology team in Chicago. This role requires strong expertise in project management and change management, ensuring deliverables meet quality standards and timelines. The ideal candidate will coordinate workflows across multiple teams while actively promoting communication and collaboration, with a keen understanding of Agile methodologies.

Qualifications

• 6 years experience in Business Information Services or Computer Sciences preferred.
• Proven experience in Project Management, Planning, and Execution.
• Ability to handle multiple, competing priorities.

Responsibilities

• Plan, coordinate, and ensure delivery of defined outputs.
• Manage risks and ensure compliance to standards.
• Facilitate communication and collaboration across teams.

Skills

Project Management

Change Management

Agile Development

Communication

Resource Management

Interpersonal Skills

Education

Bachelor's Degree

Tools

ServiceNow

JIRA

Excel

Job description

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Job Title: Delivery Lead

Type: Contract

Location- Hybrid Chicago

We are looking for a driven Delivery Lead to work in the AEI Contact Center Solutions Technology team. This team within BTS Technology enables the rest of our associates in AEI Contact Center Operations carry out its mission in serving our patients. A Delivery Lead, is responsible for planning, coordinating, and delivery of defined deliverables as part of a larger program and almost always requires engagement from multiple teams. Key responsibilities include communicating the work objectives, coordinating delivery, managing risks, ensuring compliance to standards, and providing end-to-end visibility into the health of the deliverables. This role ensures execution and delivery meets or exceeds the clients expectations in terms of the functionality, quality, timeline, and cost.

Key Responsibilities

You will form teams, kick off projects and coordinate and facilitate routines to support delivery - e.g. status reviews, stakeholder meetings, change controls etc.

You will shape the final product working with our Business Owners and BTS teams. You will build resilient, supportable technology systems. And as part of that you will make plans and coordinate delivery and dependencies with across multiple teams.

You will recognize, anticipate, and facilitate dependency management, risk management. You will remove impediments or know who to call and help remove.

You will actively promote communication and collaboration across organizations to support the deliverable completion and timeline. You will think local (your team) and think global (AEI) and you will manage those two sometimes competing interests.

You will lead delivery of technical sections of requirements as well as design, traceability matrix, deployment tasks and contingency/rollback plans.

Software changes are done well but should also be documented well. You understand what "Change Management" means you ensure deliverables comply with Enterprise Change Management standards.

You will provide status updates for the deliverables to stakeholders and leadership pertaining to delivery, risks/issues, and schedule.

You will ensure that execution is aligned with deliverable requirements by working with the Business.

You will support resource planning, manage the resource pipeline, recognize skill deficits, resource bottlenecks and help alleviate them.

You will be the resource Management, Scrum Master for the Contact Center Solutions Dev team.

Required Skills

Bachelors Degree with 6 years experience in Business Information Services, or Computer Sciences preferred.

Proven experience in Project Management, Planning, Estimation and Execution.

Good understanding of Change Management and modern tools used for that purpose - ServiceNow, JIRA etc.

Ability to communicate complexity to an audience by tailoring the message.

You will have an ownership mindset and are used to taking collective responsibility for every decision, owning, and managing errors and finding the right way.

Demonstrate mature judgement in dealing with ambiguity and complexity and can demonstrate balancing enterprise needs over individual programs

Ability to handle multiple, competing priorities. There will always be things competing for your mindshare.

Strong interpersonal skills and the confidence to solicit input from others.

You will be part of a team that lives and breathes Agile and believes in The Manifesto. You understand Agile development and get it like driving on the road. Agile frameworks work alongside cultural values, and you have the cultural background.

Ability to manage and prioritize the work of others, directly and indirectly working for you.

Ability to talk to executives and develop presentation material. You understand the BLOT principle - Bottom Line On Top.

Persistence, poise, and perseverance to get things accomplished.

Desired Skills

Understands project forecasting and managing project budgets, and POs across multiple service providing teams.

Ability to be hands-on. Not necessarily write code but you are close enough to technology to be able to guide, discern between competing technical solutions and make choices.

Very good Excel skills - pivots, charting etc. is often helpful.

Contact Center experience.

PMI or PMP certification a plus.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  IT Services and IT Consulting

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