Delivery Manager

Who you are

• Proven experience as a Delivery Manager or Scrum Master, successfully delivering complex software projects
• Expert knowledge of Agile (Scrum, Kanban) and Lean principles, with a track record of implementing and improving these practices
• Experience leading multi-disciplinary technical teams (developers, QA, BA)
• Exceptional stakeholder management and communication skills, with the ability to engage with both technical and non-technical audiences, including at a senior level
• Strong experience with Agile management tools such as Jira and Confluence or Azure DevOps
• Focused on enabling and empowering the team
• Excellent problem-solving skills and the ability to manage risks and dependencies effectively
• Experience managing teams in a modern, cloud-native environment (preferably Azure, including AKS/Kubernetes)
• Understanding of microservices architectures, RESTful APIs, and event-driven patterns (Event Sourcing, Pub/Sub)
• Familiarity with modern DevOps cultures and CI/CD pipelines (e.g., Jenkins, GitLab, Git)
• A strong appreciation for quality, including test automation (TDD/BDD) and non-functional testing
• Experience working in a secure government or public sector environment, with an understanding of GDS Service Standards
• Proven experience managing a 3rd line support or 'dev-level' support team
• A strong technical background or the ability to rapidly understand complex architectures (Java microservices, Event Sourcing, CQRS, Azure, AKS)
• Expertise in managing the balance between reactive support activities and proactive feature delivery within a single Agile team
• Strong leadership in problem management and coordinating complex, high-pressure technical investigations
• Experience in code-level debugging, log analysis, and database investigation (SQL/Postgres)
• Must hold or be willing and eligible to undergo Security Clearance (SC)
• Formal Agile certification (e.g., Certified ScrumMaster, SAFe)
• Experience with Infrastructure as Code (e.g., Terraform)
• Knowledge of ITIL Service Management principles

What the job involves

• We are seeking an experienced Delivery Manager (3rd Line Support) to lead a high-performing, multi-disciplinary technical team. This role leads the 3rd Line support function, which is embedded within the core development team. The core service hours are 8am – 8pm Monday to Friday and 8am – 6pm Saturdays
• You will be responsible for the end-to-end delivery of complex bug fixes and problem resolution, ensuring your team is high-performing, and removing blockers to progress. You will be adept at facilitating Agile ceremonies, managing stakeholders, and communicating progress, risks, and issues
• You will be accountable for the team's delivery cadence, adherence to quality standards (TDD/BDD), and the successful deployment of hotfixes into our secure, cloud-native (Azure) environment. Your key challenge is balancing the team's capacity between urgent, unplanned support work and planned feature development
• Lead and motivate a multi-disciplinary team of Technical Leads, Developers, QA Engineers, and Business Analysts
• Lead and co-ordinate the team, responding to Incidents, managing SLAs and KPIs
• Work in the clients ITSM toolset of choice to manage Incidents, problems and Changes
• Manage the end-to-end delivery lifecycle, using Agile methodologies (Scrum/Kanban) to ensure timely and high-quality releases of both features and fixes
• Facilitate all Agile ceremonies, including sprint planning, daily stand-ups, retrospectives, and backlog refinement
• Proactively identify and remove impediments, shield the team from external distractions, and manage risks, issues, and dependencies
• Build and maintain strong relationships with senior stakeholders, product managers, and the 2nd line AMS team, and Product Domain Teams ensuring clear and consistent communication
• Track and report on team velocity, project progress, and support metrics to leadership
• Ensure the team adheres to best practices for software development (TDD, BDD) and continuous integration/delivery (CI/CD) for both new features and hotfixes
• Work with the team to manage the product backlog, ensuring user stories and bug tickets are well-defined, estimated, and prioritised
• Lead a multi-disciplinary 3rd Line support function (Tech Leads, Developers, QA) responsible for deep technical investigation and resolution of complex production bugs
• Manage the triage and prioritisation of 3rd line support tickets, balancing urgent bug fixes with planned feature development
• Facilitate "deep dive" root cause analysis (RCA) for complex problems, ensuring fixes are robust, well-tested (TDD, BDD), and address the underlying architectural issue
• Oversee the hotfix and patch release process, ensuring changes are safely code-reviewed, tested, and deployed into the production AKS environment via CI/CD pipelines
• Liaise closely with the 2nd Line, AMS teams and Product Management to identify problem trends, communicate fixes, and drive long-term stability improvements in the product backlog
• Ensures total clarity of issues – both received and passed to an ultimate resolver group
• Ensures feedback / KBAs that arise from resolution are shared and understood to reduce future incidents flowing to 3rd line

Benefits

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong, inspiring and thought-provoking leadership
• A supportive and collaborative environment
• Development access to LinkedIn Learning, a management development programme and training
• Wellness 24/7 Confidential employee assistance programme
• Social - Breakfast Tuesdays, Pizza Thursday monthly, weekly social in the office and commitment to charitable causes
• Time off 25 days a year
• Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
• Discretionary Company Bonus based on company and individual performance
• Life Assurance of 4 times base salary
• Private Medical Insurance which is non-contributory (spouse and dependants included)
• Worldwide Travel Insurance which is non-contributory (spouse and dependants included)
• Benefits Platform offering various retail and leisure discounts