Delivery Cluster Lead

Job Description

• Assume responsibility for leading delivery leads, encompassing performance evaluations, recruitment oversight, enforcement of disciplinary measures, management of terminations, and supervision of other staffing concerns.
• Accountable for delivering exceptional results through effective management of delivery leads, responsible for overseeing the performance and results of the overall solutions delivery score.
• Addressing vital issues that surpass one's immediate domain by harnessing a profound understanding of interconnected disciplines.
• Identifies applications of functional knowledge and existing methodologies to complex problems. Proposed solutions to problems may deviate from traditional approaches and instead introduce entirely new methods or processes.
• The decision-making process entails proposing adjustments to policies, processes, procedures, or operations as necessary to pursue courses of action, thereby ensuring the bank's commitment to both internal and external customers.
• Act as a level 1 escalation
• Collaborate closely with demand and portfolio managers to efficiently allocate resources and effectively monitor project progress.
• Facilitates the collaborative process to develop plans and establish priorities, led by the leadership/steering committee and demand management
• Review and actively monitor the project timeline to guarantee stakeholder alignment at the outset, during implementation, and at project closure.
• Review status reports prepared by the delivery leads, and modify schedules or plans as required.
• Analyze the budget utilization of each project and ensure that the project stays within budget.
• Perform project risk assessment and implement mitigation plans.
• Leads the identification and implementation of project management processes, methods, tools, guidelines, and standards to establish a stable framework supporting all project teams and stakeholders to improve the probability of successful project delivery.
• Defines, manages and directs the needed end-to-end project management work effort, which includes leveraging best practices and techniques in identifying, quantifying and tracking the realization of expected benefits defined in business cases
• Builds and maintains relationships with senior leadership and key stakeholders, and acts as a trusted advisor
• Regularly reviews and evaluates opportunities to improve the project management best practices in order to achieve higher maturity in project delivery
• Ensures that project goals are accomplished and in line with business objectives
• Ensuring thorough review and accurate documentation of Change Advisory Board and Service Transition requirements

Qualifications

• Minimum of 10+ working years of experience in digital service delivery, incident management, or a related field, with a proven track record in managing Sev 2 and Sev 3 incidents.
• Technical Expertise: Solid understanding of digital service environments, incident management tools.
• Leadership: Demonstrated experience in leading teams, with strong leadership and management skills. Ability to motivate and guide a team through complex incident resolution processes.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to effectively convey complex technical information to diverse audiences.
• Analytical Skills: Strong analytical and problem-solving abilities, with a focus on root cause analysis and process improvement.
• Customer-Centric: Strong commitment to customer satisfaction, with a proactive approach to addressing and resolving client issues.