Enterprise Technology Services Delivery Manager

The Delivery Manager for Enterprise Technology Services is responsible for leading and managing the successful delivery of complex technology solutions across the enterprise. This role involves overseeing project planning, execution, and delivery to ensure that all technology initiatives align with business objectives, are delivered on time, within scope, and budget. The Delivery Manager will collaborate closely with cross-functional teams, including IT, operations, and business stakeholders, to drive continuous improvement, optimize processes, and ensure high levels of service quality.
Dependency Management

• Identifies and manages cross-team ETS dependencies and communications
• Identifies and manages inter-domain dependencies - coordinates with other domain Delivery Managers

Escalation Management

• Provides single point of contact/escalation for team Product Owners and Scrum Masters
• Responsible for team Impediment management/resolution
• Escalates/coordinates with Chief Architect, Systems Engineering, Security officers, and Support operations as needed
• Ensures team needs are met

Risk Management

• Identifies and manages risks associated with large and/or ill-defined work items
• In coordination with the team Product Owner and Scrum Master, identifies and manages lagging work items

Domain Operations

• Facilitates the Domain Synch meeting
• Facilitates the Domain Increment Planning meeting
• Manages the Domain Kanban Board (Domain Epics and Features)
• Coordinates with DevOps Enablement to improve value flow
• Collaborates with System Architects to ensure that teams are aligned to the Architecture Roadmap and Runway
• Facilitates the Inspect and Adapt Workshop meeting at the end of every Domain Increment
• Ensures teams are -
  • Self-organized to solve problems
  • Follows agile practice standards
  • Following architecture standards
  • Tracks Technical debt practices
  • Tracks POC / Spikes / R&D

Interaction with Domain Owner

• One-on-one held using Scrum of Scrums format
• Escalates issues and impediments, as needed
• Coordinates the Domain Kanban priorities
• Assists the DO in the preparation of Domain Increment planning
• Assists the DO with domain financial reporting

Interactions with POs, SMs, and Teams

• Domain Synch Meeting
  • Facilitates the meeting
  • Identifies and issues or impediments and assigns actions
  • Reviews team burndowns and other metrics
• Domain Increment Planning
  • Facilitates the meeting
  • Manages the Program Board
  • Identifies cross-team dependencies

Interactions with other Delivery Managers

• Post-DI Planning Dependency meeting to identify cross-domain dependencies
• Manage cross-domain dependencies

Required Skills and Knowledge

• Deep knowledge of Agile and Lean practices
• Practical knowledge of Scrum and Lean Kanban
• Ability to communicate between technical and non-technical teams
• Ability to effectively communicate with stakeholders

Documentation and Reporting:

• Maintain comprehensive project documentation, including project plans, status reports, and change logs.
• Prepare and present regular reports on project progress, performance, and outcomes to senior management.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. A master's degree is a plus.
• Minimum of 5 years of experience in IT project management, with a focus on enterprise technology services and infrastructure.
• Proven experience with IT infrastructure components such as servers, storage, networking, and cloud services.
• Strong knowledge of project management methodologies (e.g., Agile, Waterfall) and tools (e.g., MS Project, JIRA).
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple projects simultaneously and work effectively under pressure.
• Relevant certifications (e.g., PMP, ITIL) are preferred.
• 10% travel required.

Out of Scope

• Facilitating, coordinating routine meetings and communications

MRO ETS Work Environment
The Enterprise Technology Services organization provides technical expertise in the architecture, systems engineering (Level 3), networking, database, helpdesk, multi-tier application-level support, and workstation builds across US and India. Helpdesk services is comprised of ticket logging, initial triage, and first call resolution.
The MRO IT Systems and Support Management leaders work across teams and leadership to drive continued health of system performance.Partnering across 20+ Scrum Teams to drive improvement based on root cause analysis, data and monitoring techniques; ensuring the right team takes the right action.