Senior Service Delivery Manager

FCM India is a leading global travel management company committed to delivering innovative solutions and exceptional service to our clients. We leverage technology and expertise to create seamless travel experiences, allowing our customers to focus on their core business. Our collaborative work environment empowers employees and drives success, making FCM India a great place to build a fulfilling career.

Job Title: Service Delivery Manager

Purpose: The Delivery Manager will lead the delivery of customer-focused, engaging digital experiences that effectively integrate our online and physical retail platforms. This role will also drive the development of cross-product roadmaps and ensure the delivery of products and services that balance customer and business needs.

Delivery Focus:

• Set measurable business objectives and SMART goals for project streams, aligning technology with business strategy.
• Collaborate with Product Managers, Product Owners, and other leaders to implement initiatives using lean and agile methods.
• Coach and empower teams to take ownership of delivery, manage risks, and resolve issues, escalating when necessary.
• Support external delivery partners to enhance and deliver valuable outcomes.
• Foster a team environment that promotes engagement and high performance across a diverse, distributed team.
• Proactively address performance issues within the delivery team.
• Build strong relationships with internal customers, stakeholders, and integration teams to ensure smooth, customer-centric delivery.
• Provide insights and leadership for the successful design and implementation of technology strategies that align with company objectives.
• Manage team operations, including portfolio planning, resource allocation, financial oversight, and risk management.
• Assist in preparing delivery release notes across teams.

Decision Making Change Management:

• Identify and communicate issues, problems, and opportunities effectively.
• Focus on achieving business value.
• Welcome constructive feedback and adapt accordingly.
• Employ creative problem-solving skills to develop contingency plans and maintain professionalism in stressful situations.

Teamwork Collaboration:

• Drive efficient cooperation among teams.
• Liaise with internal stakeholders to ensure design solutions meet customer, consultant, and business needs.
• Promote collaboration within the team for a consistent customer experience across products.

Communication:

• Encourage open communication and active listening.
• Share information transparently.
• Present ideas clearly and logically.

Key Relationships:

• Heads of Product
• Product Managers
• Product Delivery Managers
• UX/UI Designers
• Engineers
• Internal businesses and stakeholders

Experience:

• Minimum of 10 years as a Project Manager, Delivery Manager, or Release Train Engineer.

Skills Capabilities:

• Extensive experience with Agile and Lean methodologies for product and service delivery.
• Proven ability to shape the strategic direction of a department.
• Strong leadership skills to foster team dynamics and coach for performance.
• Excellent communication and interpersonal skills, with negotiation and influencing abilities.
• Capability to lead diverse agile teams to deliver continuous value to customers.
• Demonstrated ability to adapt quickly to new contexts, technologies, and trends.
• Experience in program or project management with the ability to manage multiple projects simultaneously.
• Experience with offshore vendor management.
• Flexibility to guide teams through cultural and transformational changes.

Added Advantage:

• Experience in facilitating scrum of scrums or multi-team coordination.
• Agile certification (e.g., CSM, PSM).
• Familiarity with SAFe.
• Background in eCommerce and retail.
• Proficiency with the Atlassian suite.
• Experience in facilitating distributed workshops using Teams.
• Seniority Level
  Mid-Senior level
• Industry

Job Functions

• Information Technology
• Project Management

Skills

• Service Delivery
• Resource Allocation
• Problem Solving
• Stressful Situations
• Interpersonal Skills
• Release Notes
• Vendor Management
• Business Requirements
• Service Delivery Management
• Project Management

We value you...

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.