This is a hybrid position requiring an on-site presence 3 to 4 days per week. Please note that the number of days on-site can increase based on business needs.
Summary:
Responsible for ensuring the timely and effective delivery of specialized services that support agile software development teams or BT operations more broadly. Develop and lead a team of people with a focus on skills and deliverables. Oversee and take accountability for team’s actions, providing day-to-day hands-on direction. Engage directly with customers to ensure delivery of a high-quality, robust, and scalable product on a regular basis.
Responsibilities:
- Owns people management responsibilities for 3–10 service team members
- Responsible for defining and maintaining a clear service offering with associated SLAs to enable effective coordination and planning
- Manages the end-to-end service delivery process to ensure effective and timely delivery of services
- Understands, manages, and communicates the prioritization of service requests with customers
- Negotiates with customers to set clear expectations of what and when the services will be provided
- Empowered to determine best practices and evolve the service delivered to address different customer needs
- Ensures highly specialized knowledge and skills on the service team to effectively deliver the service offering
- Facilitates collaboration among the service team itself and with other teams that are impacted by the service
- Assists product and platform teams in the elaboration of epics and stories to take into account service dependencies
- Weighs risks, issues, and impediments being experienced by customers and actively assists with issue resolution
- Supervises service team members as they engage with stakeholders, build a backlog, and deliver work
- Maintains an analytical perspective during a crisis and supports crisis resolution.
- Holds self and others accountable for measurable high-quality, timely, and cost-effective results.
- Takes ownership of and is accountable for one or more complex products, features, components, or solutions and associated performance metrics.
- Ensures team level decisions align with priorities and strategic agenda for project/product.
- Leverages budget and other financial information to support staffing and business planning efforts.
- Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.
- Fosters an inclusive workplace where diversity and individual differences are valued.
- Participate in process analysis to determine areas of improvement using Lean and Agile methodologies.
- Presents results and/or demos with appropriate complexity for different audiences.
Mandatory Experience:
- Bachelor's degree or equivalent
- 5–8 years of experience working with service teams with 4+ years working in an agile environment
- Proven experience with managing expectations, enhancing services, and providing consistent and high quality services
- Sound knowledge in one or more service or tools and processes used by a specific service
Competencies:
- Sufficient knowledge of the specialized or critical services that are provided by the team
- Demonstrated leadership skills and the ability to make decisions and set clear priorities
- Strong communication, negotiation, and collaboration skills across teams and stakeholders
- Ability to understand and analyze an end-to-end process related to the service provided and how to improve upon the process
- Strong people and customer management skills to ensure expectations are being met
