About This Role
This role supports the Engineering Manager and Team Leads in ensuring effective service delivery and sprint operations for the Superservice product line. The Senior Delivery Lead will manage business-as-usual service delivery, coordinate program work, and oversee release management, while acting as the primary contact for sprint planning and communication.
Responsibilities
- Monitor and schedule service tickets to meet SLA targets and perform initial-level triage to manage escalations
- Review and distribute incoming tickets to team members, ensuring quality metrics are met
- Coordinate resolution of deployment issues by directing resources effectively
- Oversee build and deployment of application changes, coordinating with relevant teams
- Conduct sprint planning and reviews, maintaining prioritised backlogs for BAU and PoW squads
- Produce and distribute release notes, and manage the delivery of PoW items
- Support Team Leads in defining priorities and managing team capacity
- Coordinate with Engineering Team Leads and liaise with Program Managers
- Meet with regional stakeholders to align priorities and report progress
- Identify delivery process improvements and manage delivery risks with contingency plans
Requirements
- Proven experience as a Delivery Manager, Scrum Master, or senior Agile delivery lead in a SaaS or software product environment
- Proficiency in managing sprint-based delivery, including sprint planning and backlog management
- Experience in incident and problem management, including RCA authorship and SLA delivery
- Strong stakeholder management skills across various teams and regions
- Familiarity with planning and tracking tools such as Jira
- Experience in an Agile environment utilizing AI-Agentic work practices
- Tertiary qualification in a relevant field (preferred) or equivalent experience
