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Agile Service Delivery Manager

Product/Project management
Cape Town – Western Cape

ENVIRONMENT:
THE expertise & strong leadership of an Agile Service Delivery Manager who will be responsible for ensuring product and service delivery across Dev teams is sought by a dynamic Fund Management Firm. Teams will utilise both Scrum and Kanban development methodologies. You will act as a servant leader for the teams with the primary goal of fostering and enabling a culture of delivery as well as of sustainable and continuous improvement. The ideal candidate must have graduated in Accounting, Investment Management or Computer Science fields (with strong Mathematical/Accounting background or subject knowledge an advantage), be ITIL 4 Certified and have Agile (Scrum / Kanban) Certifications. You will also need 5+ years as an Agile Delivery Manager (aka Scrum Master), or as an IT Service Delivery Manager, have strong knowledge of the Financial Services sector, and particularly retail investment management or administration and Advanced knowledge & competency in the Core Microsoft Office Suite – specifically Excel, but also Outlook, Word and PowerPoint and Issue tracking software – specifically JIRA Software and JIRA Service Desk.
 
DUTIES:
  • Triage, analyse and route requests received via the Service Desk and development ticketing systems to ensure the system impact and path to resolution is well understood and the requests resolved timeously.
  • Maintain and build relationships with both internal and external stakeholders (namely clients, executives, development teams, analysts and project office) with the aim of ensuring a high quality of service & product delivery.
  • Work with both internal and external stakeholders to pro-actively plan the priority and scope of requests and their resourcing.
  • Monitor and/or control the flow of requests and information between the clients and Development teams to ensure the teams have consistent and clearly defined priorities, nothing impeding their ability to deliver, and can focus on product delivery and issue resolution.
  • Onboard and train new team members in Agile methods of delivery.
  • Assist Development leads in growing cohesive cross-functional teams and in fostering good communication between the disciplines (Business Analyst, Developers, UX and UI Designers, Testers, etc.).
  • Effectively facilitate Scrum ceremonies.
  • Act as a coach to the team to help the team reflect, grow, and improve.
  • Act as a change agent to help introduce change and continuous improvement to the team and organisation.
  • Compile periodic service delivery and management information reports as required by client SLAs and internal stakeholders.
  • Work to improve service delivery processes with the aim of improving the overall efficiency, transparency, and predictability of service delivery.
 
REQUIREMENTS:
Qualifications –
  • Graduate in Accounting, Investment Management or Computer Science fields (with strong Mathematical/Accounting background or subject knowledge an advantage).
  • ITIL 4 qualifications.
  • Agile (Scrum / Kanban) Certifications.
 
Experience/Skills –
  • 5+ Years as an Agile Delivery Manager (aka Scrum Master), or IT Service Delivery Manager.
  • A proven track record of supporting and implementing world-class systems and solutions.
  • Extensive experience working with Agile Development teams.
  • Solid understanding in the areas of application programming, database and system design.
  • Strong knowledge of the Financial Services sector, and particularly retail investment management or administration.
  • Strong knowledge of IT service delivery best practices.
  • Strong knowledge of Agile software development methodologies and processes.
  • Advanced knowledge & competency –
    • Core Microsoft Office Suite – specifically Excel, but also Outlook, Word and PowerPoint.
    • Issue tracking software – specifically JIRA Software and JIRA Service Desk.
 
Advantageous –
  • Back office retail administration services (e.g. Silica, Flexcube, Digiata Suite).
  • CRM systems, specifically Salesforce.
  • BI / Reporting software suites (e.g., Power BI, SSRS, Vermilion, Crystal Reports).
  • BPMN Workflow Systems (e.g., Bizagi, Appian).
  • Content Management Systems (e.g., EpiServer, SiteCore).
 
ATTRIBUTES:
  • Excellent interpersonal and communication skills.
  • High attention to detail (accuracy imperative).
  • Strong analytical skills.
  • The ability to thrive in a fast-paced and delivery-oriented environment.
  • Able to facilitate sessions with large groups of people.
  • Practical, outgoing and flexible. 
  • Ability to work autonomously and under pressure, to manage time while multi-tasking on multiple service requests.