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Service Delivery Manager is responsible for the delivery of the initiatives (both scrum delivery by service team or project & program delivery) that have interdependency amongst Services (within a Domain) and vendors. They make sure that requirements are on the backlog of the required various service teams , are prioritized and worked upon for timely implementation.

Generic Accountability

• Service Delivery Manager is program management expert with complex program/ project implementation experience.  This resource will have Payment Service level expertise.
• Key responsibilities includes to work with Service Owners , respective scrum masters and their teams to come up with implementation plan , scope requirement for program delivery within the domain.
• In addition, responsible for managing the Scrum Masters and Business Analysts across delivery teams in a Service
• Will have oversight on the overall delivery of work for the Service and not at a tactical level expect initiatives which have cross-dependencies across Services &Domains
• This role is also responsible to support Scrum Masters and Service teams to come up with the business case (incase of cross service dependencies) and support in obtaining necessary approvals with help of Head of Service and respective Service Owners
• Overall responsible & accountable for managing dependencies across multiple Services to release features within approved scope and timelines.

Specific Accountability

• Develops robust program and project plans; manages the delivery of quality deliverables and report on expenditure, activities, timelines, impacts and implications to Stakeholders
• To liaise with their respective service line BA’s and SDM’s of other Applications and concur on the number of releases
• To set a time frame /plan for taking the requests for requirement and publish the number of requirements that went live to their respective service lines where features have x-dependencies
• SDM is responsible for the delivery of the features / initiatives (both scrum delivery by service team or project & program delivery) that have interdependency amongst Services & Domains. They make sure that requirements are on the backlog of the required various Service teams , are prioritized and worked upon for timely implementation.
• Overall responsible & accountable for managing dependencies across multiple Services to release features within approved budget, scope and timelines.
• Managing, monitoring and controlling over-all feature progress and delivery throughout the execution
• Maintaining / tracking the program schedule and ensure timely reporting /escalation where the initiative has cross-dependencies across multiple Services
• Maintaining / tracking / reporting the project risks / issues / change register for avoiding any impact on the program delivery only where the initiative has cross-dependencies across multiple Services
• Key responsibilities include working on recovery plan / back-up plan for mitigating any risk/ issues during the execution only where the initiative has cross-dependencies across multiple Services
• Coach / mentor / train Scrum Masters and BAs for successful program delivery
• Ensure adherence to IT policies and procedures throughout the program execution cycle

• PMP, or equivalent
• 4-7 years of Delivery management experience
• Able to coach multiple project teams/squads /Drives Programs to completion using cross-functional project management best practices
• Increases visibility of metrics and KPIs across interdependent teams
• Domain experience (Banking/ Finance)
• Demonstrated ability to execute complex programs of work according to the normal principles of time, budget and scope
• Have the ability to work with senior leadership
• Hands on experience in using various Project Management Tools
• Experience in Vendor/partner management

Minimum Experience

• 15 years’ relevant experience in the banking sector with at least 5 years in similar positions