Leading a high-performing, multi-disciplinary technical team that provides 3rd line support embedded within the core development team is the primary focus of this Delivery Manager role. The successful candidate will be responsible for the end-to-end delivery of complex bug fixes and problem resolution, ensuring team performance and removing blockers, while balancing urgent support work with planned feature development.
Responsibilities
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 client's 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
Ensure total clarity of issues – both received and passed to an ultimate resolver group
Ensure feedback / KBAs that arise from resolution are shared and understood to reduce future incidents flowing to 3rd line
Requirements
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
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)
