Delivery & Support Lead

DELIVERY & SUPPORT LEAD

REPORTING TO: SERVICE DELIVERY MANAGER

DIRECT REPORT: Delivery Consultants

MENTEES: Delivery Consultants

SUMMARY OF ROLE

The Lead Delivery Consultant owns the solution delivery and is ultimately responsible for the delivery of the implementation leadership, quality, and timely delivery of the Turnkey proprietary as well as partner products.

ROLES AND RESPONSIBILITIES

Delivery Management

Oversight and management of Delivery processes to ensure professional and effective delivery to customers.

Provides management and oversight of Delivery teams including

Create and maintain delivery resources & schedule,

Delivery assignments and capacity planning

Lead/facilitate internal meetings in support of delivery & implementation.

Act as a change agent and possess the ability to work within ambiguity and achieve desired results.

Be responsible for the overall leadership and lead role in managing the delivery of the TurnQuest solution through;

Maintaining complete control on delivery schedule and risk issues;

Facilitating timely decisions to maintain delivery schedule

Identify delivery risks early and assist by providing prudent and timely recommendations for risk avoidance;

Setting and managing client expectations;

Creating and executing delivery work plans and revising as appropriate to meet changing needs and requirements;

Assist in communicating effectively with clients to identify needs and evaluate alternative business solutions;

Continually seek opportunities to increase customer satisfaction and deepen client relationships;

Monitor and evaluate Client Delivery team

Assist in executing process improvements and the development of policies, procedures, methods, and tools in support of delivery.

Supporting project office in implementation methodology, processes & tools;

Serves as a point of escalation for the delivery team

Ensures that the delivery team is guiding customer/partners through relevant change initiatives

Delivery Roles.

Requirement definition & Management – Coordinate requirement activities, their validation and sign-off ensuring that the needs of the key stakeholders are articulated determining the need and value of performing the activity based on the context.

Process modelling – Determine requirement for and develop, coordinate and agree sign-off of the ‘As-Is’ and To-Be’ business process work.

Gap Requirements Management– Coordinate and lead on the evaluation of requirements against the present state (where we are) & the target state (where we want to be) and identify

opportunities to develop successful business requirements as well as cultivate stakeholder relationships needed to make the transition.

Change Management – Lead on ensuring that the potential consequences of a change are correctly identified, that stakeholders have been identified and are part of the overall process and that benefits have been collated in response to the impact analysis.

Stakeholder management and engagement – Coordinate Stakeholder analysis and communication with project and product team and ensure that stakeholder management is an ongoing process.

Assurance and Quality – Apply recognized methodologies; audit test and quality gates; review deliverables from team & releases.

Delivery Products Tools and Documentation – Coordinate development and application of: frameworks; application of methodologies; functional specification; user cases; user stories; UAT plans and strategy; entry/exit and /or no/no go criteria; defect analysis; forms and templates; guidance; business case

Human Resource Management

Develop an annual calendar for delivery events, which is aligned to the organizational and departmental strategies, objectives and output requirements.

With the guidance of the delivery manager, conduct prompt performance management through the company’s framework and identify visible metrics to enable continuous monitoring and evaluation of progress, this will help to curb and escalate issues for corrective action.

In liaison with the rest of the organization’s leadership participate in the self and delivery team development initiatives for business continuity and growth.

Provide leadership and motivation to staff by fostering a culture of creativity, encourages good performance, ensuring appropriate training, and rewards productivity. Use servant leadership to inspire for good stewardship and management of resources.

Take the lead and be responsible for self-development and growth.

Evaluate team members and ensure the provision of continuous development and growth through coaching and mentorship

Coordinate performance management process, whose framework entails one on ones, 360 feedback degrees, surveys, formal sessions weekly meetings and retrospectives.

Fosters a culture of creativity

Participates in creating personal development plan

Other

As part of a team based structure that is focused on delivering value to the customer through an agile approach, take part in team activities that would rely on your expertise to delivering value and ensure team and personal growth.

Hold in an acting capacity for absent colleagues when called upon and as part of career growth and development.

STAKEHOLDER COMMUNICATION

• Product Team
• Align priorities and drive productivity
• Daily / Weekly
• Review priorities, planned work, dependencies and timelines

• Delivery Consultants
• Coordinate delivery and maintain productivity
• Daily / Weekly
• Review assigned work, sprint activities, deliverables and timelines

• Delivery Manager
• Ensure effective team planning and delivery alignment
• Daily / Weekly
• Align delivery schedules, product work, priorities and resource requirements

• Project Teams
• Ensure project milestones remain on schedule
• Daily / Weekly
• Review milestones, deliverables, dependencies and timelines

• Clients
• Manage expectations and maintain delivery alignment
• Daily / Weekly / As required
• Provide delivery updates, confirm timelines and address issues or changes

• People & Culture (HR)
• Support accurate staff availability and leave planning
• As required
• Communicate staff absence, sick leave, annual leave and other availability matters

• Quality Assurance (QA)
• Ensure quality standards are maintained
• Daily / Weekly
• Coordinate testing, quality reviews, defects and release readiness

• ICT
• Support effective planning and delivery of technology requirements
• Daily / Weekly
• Coordinate ICT-related tasks, dependencies and support requirements

BEHAVIORAL COMPETENCIES.

Values team success over individual Success.

Positive and constructive in team interactions

Demonstrates good oral and written communication skills

Can work and communicate effectively with other team members on tasks

Puts team priorities over their own

Collaborates with other team members

Participates in work-related team activities.

Continuous Improvement (Team & Self)

Works independently, but gets help when needed.

Receptive to constructive feedback

Learns from mistakes

Brave enough to ask questions and risk appearing ignorant

Takes initiative in personal development

Holds themselves and others accountable

Drives work tasks to completion

Questions team decisions if they disagree and can propose other solutions without being dogmatic

Takes responsibility for their actions, and recognizes their own mistakes

Offers constructive feedback on areas of expertise

Speaks up when others break working agreements

Effectively incorporates feedback from other members of the squad

Thinks about business impact

Show interest in learning more about other parts of the company and areas of the business

Basic understanding of priorities and goals for the tribe and company

Actively engages in understanding requirements, and the impact on the team

Understanding of priorities and goals for team

TECHNICAL COMPETENCIES

Professional delivery experienc