Thanks to you Emily for accepting my apologies. Better still perhaps, “Delivery Lead”, because I have an issue with the word “manager”…. They think it means you are risking just not doing things properly, and in many cases they are right. I’ve explained my position on using a framework in a job title, I’m not going to repeat it. … A good manager knows how to help their team focus its energy and how to balance their team’s time spent delivering customer experiences with … The job market has changed where CV are parsed and specific words are searched thus some qualified and expereinced people are looked over because their CV may not appear near the top of the search. But many of the organizations claiming that they practice project management actually lack a full and accurate understanding of this discipine. This site uses Akismet to reduce spam. In this article, let’s go back to project management school and examine six fundamental lessons for successful project delivery. Salaries for Related Job Titles . Hirotaka Takeuchi and Ikujiro Nonaka isolated Lean’s core in January 1986 (read The New New Product Development Game research paper for more info on this). The SLA discussions (service review meetings) should allow us the opportunity to ensure we can develop a real and long lasting ‘win-win’ opportunity. The national average salary for a Delivery Manager is £57,263 in United Kingdom. **Post updated Feb 2018, you can see what changed here**. A Shipping in the Peoria, IL Area area reported making $17 per hour. A delivery manager is accountable for the performance of the team. Mix up the quick wins and the steady progress toward the bigger picture goals. How many pizzas does it really take to feed your team? It also strongly hints that it’s about Scrum, rather than any broader Agile or Lean principles which may not involve Scrum at all. If customer complaints can be resolved to the mutual satisfaction of both parties then it is possible to turn a sticky situation around. Your right – buying into one of the corporate certification bodies shouldn’t be the way to go. If not you’ll get dragged into things which aren’t your responsibility. I think I grasp Agile working, and for me I see the Delivery Manager as exactly that, one who ensures delivery is managed by addressing issues which interfere with the production and most efficient way of doing that. If you have a supplier management function you will need to forge a good relationship which involves understanding their goals and challenges. In larger organisations, this part of the role can be substantial and may call for additional organisational coaches. Some of them even do not feel any embarrasment to call themselves agile coaches when their level is just the “no level/no certification” level or the “really starting” level (and they stopped there as they could cash on that, what would have been the point to improve anyway?). As you and some others have pointed out that Scrum Master gives an indication of a framework-specific individual as opposed to an Agile practitioner. Steve Bruce, Delivery Manager. A solid SDM needs good interpersonal skills and be able to read and analyze a situation against the bigger picture. Here are the duties and responsibilities that a Delivery/Program Manager is likely to perform in their role. Pattern and Yarn (knitting hats for charity) I think this is a great article that contains a lot of useful nuggets when trying to understand the Delivery Manager role. However, you can take steps to be a good service delivery manager from the start. The previous comment regarding Scrum Masters being “junior facilitators” was simply wrong. Jeff Sutherland and Ken Schwaber took that work and improved it, since its presentation in 1995 that’s Scrum as we know it nowadays. I believe that there really isn’t a one size fits all model for implementing the changes, as each company has to find what works well for them. The last thing I would want to do is insist that someone forks out ~£1000 before they can even apply for a job. Trying to motivate people in a traditional sense is usually unsustainable. If handled correctly your biggest critics can become also become your biggest advocates. Broadly the delivery manager role breaks down into three main areas, these are; Agile & lean practices; Team health & happiness. The perfect visionary and doer pairing. Work with all of your people to identify areas that need improvement. You will be instrumental in effective communication with the customer keeping them appraised of progress with incidents and problems and service requests. Autonomy, learning, getting better at what you do, personal growth, social connections and creating great products and services all contribute to motivation. This is rude towards the many very good and very agile delivery managers that I know. At the end you state “…There is a lot more detail behind each of these areas, which I’m happy to discuss further….” I would love to see some follow up articles on this topic, or at a minimum one with a list of ways that someone like me with no training and no mentor can get up to speed. And what about lapsed certifications, the scrum alliance say you have to pay £50 a year to keep it, something I stopped paying for years ago. That said, if others aren’t ‘playing the game’ or there are gaps in the organisational structure, then that needs to be flagged up to management. These are often outward facing tasks and may include things like financial tracking, hiring, stakeholder relationships (supporting the product owner), reporting to a wider organisation (particularly relevant if the organisation has not fully adopted agile yet) and anything else that no one else is doing, but is necessary to support the team’s delivering value. Possibly the best, most constructive response to a fairly aggressive comment I’ve ever read. As there is no formal role for a traditional project manager in an agile team, there are some activities that fall to the delivery manager. But I’ll leave that one. Savvy project managers know that a project’s top priority is to help customers and products succeed and that the definition of such success might look different over time. A 7 Step Process To Deliver Exceptional Service to the Business CIOs can utilize a seven- step process that is logical and deliverables-driven to improve the delivery of services to the business. Its interesting to see how agile is evolving as more and more companies of different sizes are changing the way they deliver. Personally, I prefer the Spotify approach of team Agile Coach, which i think aligns better with principles/values and sets a better expectation. Although I think the naming is interesting and important (you can see my musings on it in the comment above http://emilywebber.co.uk/what-is-an-agile-delivery-manager/#comment-47982), no name will completely fix misunderstandings and how the role is perceived. Hope you enjoy the book! Service delivery managers may be in charge of couriers. Common practice is to add a significant buffer to your estimate by fear of not complying with money and time. You have a certain amount of time to do what you must do in a project. I’m glad you brought up motivation, we are not talking “work harder and you’ll get a bonus”, it’s really more than that. The delivery manager may challenge existing processes and work with people outside the team to update them if they are slowing the team down or not adding the most value for everyone. 10000+ employees. Does that make you feel better? I have worked within an Agile environment with Sprints at one contract, but invariably as you have stated it is the organisation that has to change to an agile method of working. London Shop Fronts (photo blog) Team time is precious time. IMHO It’s unbelievable you write a blog comment like this taking the position of defending one exclusive point of view by attacking/diminishing other agile practices. Changing language is an important part of culture change, which is why I think “Delivery manager” was first used, but as you say “manager” is a difficult word so I’m not sure it’s right. I'm Steve Bruce, one of the Delivery Managers in the DWP Transformation Hub in Leeds. The disconnect here for many people is that (and not by my interpretation but by definition) Agile does “Not” imply Scrum. Although I am also interested in how those that employ these roles also help build experience in the market for the benefit of everyone (one of the reasons I run Agile meetups and am such a fan of communities of practice). The team and environment may have different needs. Full-time . She is referring not to what she or I think a scrum master is, but her experience of dealing with the recruitment industry. I’m using the term delivery manager because that’s the one used in government and a term that I’m often working with. Some of who you will find at meet-ups, Your email address will not be published. Interesting read, thanks Emily. If you disagree or wish to add to our article then please let us know your thoughts. Delivery managers are placed under pressure to meet dates – because that’s there job, right? That is what I believe as well but I’ve only experienced the short term delivery focus way. That’s a topic for another blog post – or rant in the pub. Team health & happiness (the people skills) The delivery manager is concerned with the health and happiness of the team members and how they work together. Hi Emily, Managing digital services beyond the exemplars – Cain > Able, https://www.dto.gov.au/blog/so-what-does-a-delivery-manager-do/, http://emilywebber.co.uk/what-is-an-agile-delivery-manager/#comment-47982, Making the change from product to delivery management - Defra digital, Making the change from project to delivery management - Defra digital, Introducing our first Head of Delivery, Clare Young – dxw | Public Sector Blogs, Agile delivery manager: some links that helped me. a prototype) your quality levels will be different from something that will go into the live environment. 1-2 years experience . It’s worth noting that it is important that these two roles are not performed by the same person. I have just given the most popular post on my blog “Explaining the role of a Delivery Manager” a refresh… https://t.co/qLuNgbDGoU. I believe the mindset of servant leadership is at the heart of such a role. So I appreciate both sides of the discussion. But I feel the term Scrum Master has been diluted greatly over the recent years. Learn how your comment data is processed. The delivery manager may challenge existing processes and work with people outside the team to update them if they are slowing the team down or not adding the most value for everyone. There is a lot more detail behind each of these areas, which I’m happy to discuss further. Whatever you call it, I think the role is the same. So we end up wading through a ton of CVs and interviewing loads of people in order to check out their agile credentials and mindset. This is a particular reference to the CSM qualification because this is what I have seen in job ads. 1) To start with you need to develop a clear understanding of your Role and Objectives. Reading the comments was as interesting as the article. Again, I honestly apologise. Recruiting in the last 24months has been a nightmare. It might also reinforce the wrong behaviours. http://www.theagilecafe.com That takes coaching, communication and some care. The Delivery manager is one who give insight and in some cases foresight into the “blockers” which may or will present themselves, and can oil the wheels before they get stuck. – etc. These are often outward facing tasks and may include things like financial tracking, hiring, stakeholder relationships (supporting the product owner), reporting to a wider organisation (particularly relevant if the organisation has not fully adopted agile yet) and anything else that no one else is doing, but is necessary to support the team’s delivering value. I have seen this aspect of the role supported by another person (either inside or outside of the team), Click to share on Twitter (Opens in new window), Click to share on LinkedIn (Opens in new window), Click to share on Facebook (Opens in new window), Click to share on Tumblr (Opens in new window), Diversity in public speaking: help your friends find their voice. So thank you, hugely hugely appreciate it! I’m reading this with an eye to the challenges we face when hiring. The description on the GDS service design manual. you clearly have some pent up aggression that you have decided to unleash on me. They will encourage and motivate the team and protect them from external distractions and politics so they are able to focus on what they are best at. You have misunderstood a part of my comment though, when I say “let’s try” and described the role in a “pay back” way; that was an attempt for you to see how wrong was spreading judgmental comments about other practitioners as it gives no benefit to anyone. ‘huge pressure is heaped on delivery managers to name and meet dates, accompanied by even huger pressure if they don’t meet them.’. As you recommend, believe me I will take my own advice on board as I should have re-read Victoria’s comment at least twice and give some time before writing anything to you. Generally, the role of this manager is to improve quality of service as well as efficiency within the company, which means the service delivery manager may coordinate with … Non-agile governance – which most of us have – still wants a single person to grill and interrogate: the old PM role. Does that mean she knows more than someone without the certification – of course it doesn’t. The problem with the title “Scrum Master”: The main responsibilities of this role are: Project delivery; Budgeting; Reviews, reporting, and evaluations; Process management, then, is a way to catalog all of these processes, get a birds-eye-view of it all, and circulate knowledge about each item as needed. $17. Great description! I’m not about to tell her that her experience with recruiters is wrong. Your mention about the £1K one needs to spend before becoming a Scrum Master tells me you don’t know about Scrum.org and that you took or looked into a first level Scrum Alliance course at a certain point in the past; this is also inline with the fact that you seem to believe that only experience counts for a “Delivery manager”, that new “agile” term that the government has put in vogue but doesn’t really mean anything in any agile movement out there. In my experience “Delivery Managers” are people that most of the time do not have a development background, that were project managers or program managers in the past and jumped into the Agile wave as a way of having a life but with a very Waterfall frame of mind, most of them have no superior level of agile whatsoever, they like buzzwords but not to look into things deeply and they have forgotten completely the Agile principle of continuous improvement and this is evident by their conversations and advice, some of them also do mini-agile in their iterations and love to apply Wet-Agile and iterative waterfall in big companies. The SLM part of your role is about ensuring that agreed Service Level Targets are met on an on-going basis and reported on though service level reports and service review meetings. It also means really good Scrum Masters may not apply for that role. I’ve been in places where this means working with clients, places where it means reporting outwards and places where it means making sure contracts are in place and people have passes to get into the building. As a manager, you are only as good as the people on your team. They need to be pragmatic and have excellent relationship management skills. It makes me really sad that we need to read still nowadays post/comments that are confrontational or support rejection against Scrum based on pure ignorance. In this position, you will be responsible to ensure the speed, cost, and quality of the delivery of our products to our customers all across Europe. I recognise that feeling we were being diminished just for being Scrum Masters infuriated me and that wasn’t the best mood to sit down and write any comment. Here we often get Project Managers who just stick the word “Agile” on the front and think that’s all they need to do. Did this gave me – as a experienced Scrum Master – any extra value? …and don’t get me started on the ‘Agile Coach’ moniker. He says: A delivery manager guards the team’s time, to ensure continuous delivery is possible. It is also true that you could therefore be managing a project with Scrum, but not using Agile delivery principles. Viele übersetzte Beispielsätze mit "Delivery Manager" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen. As someone who has done a lot of hiring, I don’t think you’ll ever get away from people without the level of experience you are looking for applying for a role. Showing one the true skills of a Delivery Manager that you can’t learn on one of Santiago’s many courses (evident in is post!)…. How do you maintain Customer satisfaction at the same time you’re failing you SLA targets. A good Scrum Master has a very rich portfolio of skills and activities. Jamie Arnold may have written about the organisation that he works for looking for staff. An enterprise coach can become an enabler for that. I thought it was evident when I said we could discuss it but I also understand you could decide to discuss it in public. A good delivery manager will be skilled at agile and lean, they will be learning new tools all the time, know when to use them and know about current trends. I welcome your comments or feedback . 3) We said previously that you need to have clearly defined responsibilities, but over time you will find that the boundaries of your role will flex depending on changes in strategic business goals and direction. But my worry is ‘Delivery Manager’ plays well to people that think traditional, project/fixed scope/date based thinking is a sensible way to approach software delivery. This title was made up to effectively rebrand project managers and make them seem more agile. 10/15 years ago we didn’t really have this plethora of job titles, so peacocking was done in the good old fashioned way of what watch you were sporting and what you had sitting in the car park. We are re-branding ourselves as “Agilist” instead of SM b/c of the stigma associated with SM. – Planning, reporting and task estimation in this specified format The role is a one of a servant leader, they keep pace with the introduction of relevant agile / lean tools and techniques. That’s why your approach helping to spread rejection instead of stopping it was wrong in my opinion. It's not even mentioned in the new ITIL4 Foundation book, but the role still exists in many organisations around the world. Instead of making that clear, your answer regarding the Scrum Master role making reference only to a framework makes too evident your level of knowledge about Scrum is also limited as you don’t seem to know that Scrum represents the isolation of the Lean core. Looking for best practices for your estimate is a recommended strategy. All these aspects are important and some are easier to learn than others. It describes the person in a skilled, multidisciplinary team whose is concerned with is enabling that team to deliver value. I honestly apologise, when I read it yesterday I understood you were supporting the fact that Scrum Masters found lately are “junior facilitators”. It has given me confidence that despite not possessing the qualifications this is not an absolute requirement over experience. Had a good long conversation with a friend/colleague recently on this very topic and In the future, I can see the Scrum Master title/job description (based largely off the 2.5 day CSM credential) being differentiated from a “Delivery Lead /Manager” – a highly capable and multi skilled delivery specialist with a deep mastery and understanding of all things agile. But it’s not merely creating a plan, it’s also monitoring that process and adjusting accordingly to stay on schedule. 4) You need to ensure you have the backing of those who ultimately provide the support for your services that you are fronting. I was the head of role for delivery managers at Government Digital Service (GDS) and since becoming an Agile consultant, I have helped other government departments and organisations hire and develop delivery managers. Make an effort to get to know your customers and build positive client relationships. But first, a research team tried to prove the opposite: that managers actually don’t matter, that the quality of a manager didn’t impact a team’s performance. I’m approving your long and misleading comment so that I can respond to your points as publicly as you intended them to be. I’d be interested in hearing thoughts from anyone that works in this area in the comments below. The team are responsible for delivery and the Scrum master is responsible for removing impediments. The way in which a Delivery Manager is “used” can vary, I have worked in Projects for a number of years, and IMHO the title is now being used incorrectly as was Business Analysts. (Including mine agileintheether.co.uk). My top 10 tips for becoming an effective Service Delivery Manager…. Communicating effectively is one of the basics of being a good manager (or a good employee for that matter). I’ll also admit a few mistakes I made along the way and where these fundamentals would have helped. Thanks Steve, indeed, language is important. In the case of a major incident the role of the SDM is to communicate with your customer, keeping them appraised of progress and managing their expectations. An ex colleague of mine also suggested ‘team enabler’ in this blog post, he is much more articulate than me, worth a read , https://www.linkedin.com/pulse/scrum-master-dad-team-leadtime-new-name-unites-us-purpose-ray-edgar?trk=prof-post, @stack72 Possibly GDS: https://t.co/UIlqbuJ9Q3 and https://t.co/Q5FO9Lz0Sf. Different teams will have different needs from their delivery manager, depending on the make-up of the team and the organisation that the team is within. The majority of the time, you don't get to choose who works for you. You may be a SDM who works in a Managed Service Provider environment and have external customers with whom you have a commercial relationship, you may even be embedded to some extent within their organisation. And one final point of misunderstanding from you. I’m the first person at my company to get the role and your article is really helpful for me to understand what my job will entail. However, it’s very tricky to manage an agile team properly, in the way Jon suggests, while being subject to ‘date first’ pressures. They use a variety of agile and lean tools and techniques in order to help the team keep a delivery and learning cadence that helps to remain focused on delivering value against the product vision. 8) Another challenge you will no doubt experience (especially if SLM and BRM posts don’t exist) is how can you operate tactically and at the same time strategically? Basically you are key to driving operational effectiveness. A team builder can best be defined as a strong person who provides the substance that holds the team together in common purpose toward the right objective. I hope our tips have been useful? Now tell me, what benefit provides me doing the above? Agile in the Ether (remote meetup) Hi Victoria, As you mention, in a large organisation education is important, change is hard and it’s particularly hard for people outside an agile team to understand the change in ways of working if no one helps them see what it means, how it affects them and how they can benefit from it. The government needs to maintain the status quo through ‘managerial roles’ If you read the five core ITIL® V3 Best Practice books you will not find one mention of a Service Delivery Manager (SDM). Ideally you need to be proactive, open, honest and fair with your representations to both your customer and service provider. Well, same here. Good Article and a very interesting topic. Google set out to determine what makes a manager great at Google. Hi Emily, How much does a Delivery Manager make? As you point to, quality is an important aspect of any delivery, facilitating the team to be great should include the appropriate levels of quality for what is being built and for what purpose. I’m not 100% certain what you really mean by sharing a photo with Jeff Sutherland but I assume you’re trying to make the point you appreciate Scrum or that Jeff was your monitor. I look for experience and proof of good agile delivery, I wouldn’t hire someone that had only known about scrum (and nothing else) for two days to (servant) lead a team. Thank you for this article! It’s fine, this is irrelevant really, I think this is the same that when I added some of my certifications as a way to invite you to discuss if you wanted it – somehow to demonstrate I had reasons to support what I was saying – but you felt at your side that I did it because I’m fond of them. The reason for this is because the management frameworks like Scrum (and Kanban which is another popular framework) do not inform the Delivery aspects (“the How”) of an Agile project’s execution. New York City, NY Area area. It’s important that you have a clear role and job description that defines your accountabilities and responsibilities and how they map both internally on to the various support teams and management structure, but also externally in terms of the management of communications with your customer base. A good delivery manager delivers the correct scope, on time, on budget and with quality. I have come across this blog article while preparing for an interview for “delivery lead manager” role. This is true of any role. I have seen this aspect of the role supported by another person (either inside or outside of the team) where the overhead is taking the delivery manager away from Agile & lean practices and Team health & happiness. most new scrum masters won’t have experience of initiating a project, building a team, going through discovery and getting a service live. We got it all covered for you; the qualities, and the downfall that might come with it! In my opinion, I see this as a facilitator role that helps especially well with organisations that are still in that transition phase from the traditional project delivery methods or have an element within their business that’s not software astute. We can have overlapping roles of Team Coach and Enterprise Coach, which makes the different emphasis of the roles clear, but doesn’t stop people at the team level also coaching in the wider organisation and visa versa. But I do this knowing that I’m alienating some of my peers who haven’t gone down the certification route. Terminology that is used in one place may be frowned upon in others, e.g Delivery Manager is acceptable in governmental place but maybe seen as too bureaucratic in start ups. I’ve detoured slightly away from your original topic, apologies. I don’t only look at people with scrum master qualification when hiring and it saddens me that others might, as I mentioned in my reply to Victoria, I think this only helps create an industry around scrum master certifications rather than help hire the right people. She said: “when hiring, it seems that out in the recruitment space “Scrum Master” has come to equate “junior facilitator””. I cannot go back in time and do it better but I still can recognise your good work. A good delivery manager knows that a happy team will produce the most amazing work, they are skilled at building trust, managing team dynamics and motivating people. This is what the written media has. The project manager needs to be a good team builder. It’s a valid conversation and I think we are all in the same boat when it comes to hiring. In no particular order are…. I don’t work at that organisation and I know for a fact that there are women there too. In recent years, project management has become a fashionable business concept. I don’t think a £1k two-day course is the way to prove capability and I’ve seen job ads that require it. They will. I think your articles are clear and concise and again IMHO, there should be commonality of all job roles and expectations…….Do I hear the Angels? ADMs in my organisation just add to the bureaucracy of a team and certainly don’t add any value. This was never meant to be a post about job titles, it was more about describing a role that I have hired for, to help me (and others) when describing the role. If you want to discuss this, I’m a PSM III, PSD I, PSPO and Project manager with a Masters in PM (Distinction) using PMP methodologies, a Degree in Computing 2:1, I’m PRINCE2 Practitioner certified and M_o_R certified, having more than 32 years of experience in the IT field doing roles from Jnr Developer to CTO, Project Manager and Scrum Master and I came to read your post because Jamie Arnold indicated you guys were interested in Delivery Managers in Manchester in another post I had read by casualty. I was the head of role for delivery managers at Government Digital Service (GDS) and since becoming an Agile consultant, I have helped other government departments and organisations hire and develop delivery managers. Then you have the other issue discussed elsewhere in this thread re traditional/old school PMs simply re-branding themselves as Agile PMs, Agile Program Delivery Managers etc, who for the benefit of the doubt let’s say have obtained the CSM credential; but no doubt still lacking in the depth of understanding, skill set and expertise of a truly Agile-focused practitioner. There may also be a need for a delivery manager to have particular technical skills or understanding of what the team is delivering. No related titles found. The national average salary for a IT Delivery Manager is $58,328 in United States. These people would reject great candidates because they don’t have a piece of paper. The delivery manager is concerned with the health and happiness of the team members and how they work together. Team time is precious time. It isn’t the role of an SDM to get your hands dirty fixing infrastructure or software, unless your organisation is so small that you have to multitask. Show me where in the Scrum guide where it refers to a deliver manager. This is obviously inefficient and costly. If you feel that you need an ADM for an agile team to deliver then you are doing agile wrong, have no trust or have the wrong skill set in the team. All these aspects are important and some are easier to learn than others. Great effort in such a short space of time. I know that Barclays (Knutsford) view CSP as an entry gate for some of their senior Agile roles, right or wrongly. A good delivery manager will be skilled at agile and lean, they will be learning new tools all the time, know when to use them and know about current trends. Excellent article Emily. 1) To start with you need to develop a clear understanding of your Role and Objectives. Nick RT @ewebber: I have just given the most popular post on my blog “Explaining the role of a Delivery Manager” a refresh https://t.co/lfBA3Mbh…. I did it only for you to recognise attacking others is not the right way to go but again, with a post so long and the way I wrote the rest I understand the misunderstanding. I really enjoyed reading your article on the role of a Delivery Manager and it’s comparison to other similiar roles. I am an experienced Senior project manager and BA and have delivered numerous projects in different industries. 1) find some meet-ups, there are so many out there! I’d rather look at experience. 5) Rather than use the Service Level Agreements as a stick to beat up the customers or for them beat us up with, they should be used as an open, honest and transparent driver and an interface between service provider and the customer/business. CSM is pointless but the CSP and higher are hard to achieve and take 12months+ of effort. All Rights Reserved. They will encourage and motivate the team and protect them from external distractions and … A: Your abilities as a service delivery manager improve with experience as you gain perspective and insights over time. e.g. Their focus on delivering a finished product or … Delivery managers make the most in New York with an average salary of $136,052. 9) Firefighting is for firemen, not SDMs. Short term delivery focus can lead to MVPs that forgot the V and crippling technical debt. This section of your resume requires you to highlight the functions that you carried out working as a service delivery manager in previous employment. 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The qualities of what makes a good manager vary greatly depending on the organization, its strategy, the manager’s specific objectives, and even the team they will be managing. I won’t get into the debate over the definition of MVP here, but if you are building something to test ideas (e.g. As long as value is being delivered to the business and the process is working, then that is what is important. Hate is not that direction IMHO. The role and responsibilities of a multi-functional Service Delivery manager are certainly documented within the 1,500 odd pages of Service Management Best Practice, you just need to know where to look. They aren’t all “guys”. Hi Kate, They may not meet your standards or desires for your team, but they were hired for a reason and they are yours. A delivery manager guards the team’s time, to ensure continuous delivery is possible. Agile teams need coaching, facilitation and enablement. Again the key is about being open, honest and transparent. Your accusation about my level of experience or my understanding about the origins of Agile is unfounded and shows your fondness of qualifications. What was the need to diminish Scrum Masters? Whereas Scrum defines the management framework (“Governance”) for said Project which is very prescriptive; simply a defined set of tools and processes) that say: – Facilitating meetings in a particular way Great project managers know that the track will have some unexpected curves and can create real-time solutions. Thank you for educating me. Monitor and manage vendor performances to ensure contractual SLA's are met. We determined these as the best states based on job availability and pay. Whatever you’re particular SDM role, there will be a number of common issues that the majority of SDMs face, so we have put together our thoughts and experience to develop our own brand of SDM ‘Best Practice’, My top 10 tips for becoming an effective Service Delivery Manager… In no particular order are…. Meet-ups are a great place to learn more and connect with others in a similar field IT Asset Management (ITAM) Foundation E-Learning is now available on our website. In fact, almost all agile practices (except RUP, LeSS, SAFe and DaD) comes from Lean directly or indirectly; We’re taking about a lot here: XP, Crystal, Scrum, Lean Kanban, Lean Six-Sigma, Nexus…. I’ve seen lots of papers saying that the role of SDM needs to be broken up into an SLM and BRM role, but that doesn’t have to be the case especially in smaller organisations where there may not be the budget or head count available. Hi Amy, thanks for your comment. People are Key, relationships are key and a willingness to make it better is vital. Unfortunately from experience many people I have a come across ( including “Senior” Agile PMs, coaches and facilitators) can’t seem to grasp the distinction between Agile delivery principles vs Management frameworks for Agile project governance, and tend to bury their heads in the sand when challenged. Does that really help making a better look on “Delivery Managers”? The term Delivery manager is sometimes used interchangeably with “scrum master” and “agile project manager” although it it not the same set of skills and responsibilities, which is why I felt I needed to write this post. Most good office managers have a naturally positive attitude and warm demeanor. To pursue our ambitious growth strategy, we are looking for a Delivery Experience Manager (m/f/d). This person would naturally posses the training and capacity to also fulfil the Scrum Master role, and facilitate Scrum ceremonies, stand ups etc, as required. diplomacy. Good news for the Northern Tech Hub . Successful delivery is based on project management fundamentals that we learned in school or on the job. – Communication and conflict resolution in that exact way It should be possible for both parties to discuss their individual business challenges and strategic goals in an atmosphere of mutual benefit. “Focused, curious listening conveys an emotional and personal investment in those who work for us,” according to Muse contributor Kristi Hedges. How To Develop Process Management Skills. I will clarify a little for you, my use of delivery manager in this post is not as well as a scrum master, it covers and expands on that role, whilst being framework agnostic. It is a difficult task to ensure that you are not just ‘sitting on the fence’ or even ‘piggy in the middle’. Incorporating facilitating, coaching, training, encouraging & enabling communication etc – all those things Jon says above about the ability to build and support really strong teams. A scrum master or product owner are not managers in my opinion. You can also list a couple of duties from the job description (read it carefully on their job advertisement), and say that you believe to have a capacity to handle them, and that you would enjoy doing them on a daily basis. Full-time . I agree the title is a difficult one, I tend not to use scrum master as it has a framework in the title (it’s like adverts for a PRINCE2 project manager), it also almost says “you must spend £1k + on a certification before you can apply, even if you’ve been doing it for years”. I have been experiencing difficulty in the current job market because I do no have the word scrum or agile all over my CV, it would appear and i do not see why I should need to. Salary estimates are based on 331 salaries submitted anonymously to Glassdoor by Delivery Manager … I’m not convinced it’s ideal, but I think it’s better than scrum master (which suggests a particular framework) and agile project manager (that is too close in language to project manager). – @daftagiledan, Are you ready for user research? Not just moral support but real technical support. In this role, you will: build and maintain teams, ensuring they are motivated, collaborating and working well. The description on the GDS service design manual is a good place to start and over the last few years, I have refined my thinking and the way I describe the role to others. Minimum Viable Book Just ordered your book – looking forward to giving it a read and feeding back. A blog about agile, lean, people and things. So, “Delivery Manager” seems to be something we could consider, with its emphasis on helping the team towards their goal of delivering, as well as team building and all that lovely scrum-mastering-coaching goodness. A good project manager is continuously following and anticipating the cost of the project. I also recognise I should not have made you responsible for anything other person said and I apologise for that as well. Further, in the public sector, you can’t afford to have a lax attitude towards delivery as you are dealing with taxpayer money. Job Highlights. Good project managers stay on track. The role of a SDM is primarily split into that of a ‘tactical’ Service Level Manager (SLM) and a ‘strategic’ Business Relationship Manager (BRM). I avoided the term “servant leader” here because although it’s well understood within the agile community, I wanted to say away from any agile jargon, but I completely agree that is what the role is. If it becomes overwhelming and takes the focus away from the other parts of the role and the team is suffering, that’s when other options could be considered. Fortunately for me, it’s easy to demonstrate I do not think that of Delivery Managers, if I would what would be the point to indicate that I expected you to argue that doing so doesn’t give any benefit to me, that it was judgmental and unfair, etc? A good manager can then manage that timeline and break it down into large phases of the project, called milestones, and then into smaller parts that are called tasks. Peoria, IL Area area. The delivery manager I describe, is a day to day member of the team working collaboratively with other team members and not a layer of bureaucracy over the top of a team. I don’t have an issue with the job title (“Scrum Master”) in and of itself. Great article Emily! A Service Delivery Manager in the New York City, NY Area area reported making $110,000 per year. I think it is fair to state that it’s not a ‘one size fits all’ role. This article explaining the role of the delivery manager is my go to place to explain to people what I do and has been incredibly helpful as we’ve had a new DM start with us recently. It all depends on what you want to get out of it and what other routes you have to learn as to whether it’s worth doing or not. You might look to Toyota and think about “Team Lead”, but as there is not just one leader in the team, I’m not sure it’s right in this context. At the end of the day role title isnt important. One of the most important job duties of a service delivery manager is an analysis of how services are delivered to end users and how the process can be improved. They are also going to have to be change agents, challenging the status quo where it does not enable the team. Alternatively you may be a SDM with just one or more internal customers within the business of your own organisation. I have found myself explaining the role of delivery manager a lot over the last few weeks, so I thought I would share that description here to help others understand it. But most importantly it’s about being agile with it. Nowadays its done via people thinking of the most ‘trending’ job titles on LinkedIn. Especially when 6 months ago they were a BA who once attended a Stand Up. The role is a one of a servant leader, they keep pace with the introduction of relevant agile / lean tools and techniques, and remove obstacles and blockers that might get in the way of delivery. As there is no formal role for a traditional project manager in an agile team, there are some activities that fall to the delivery manager. Two things that I would recommend to help you on your journey in your new role: Having the word “Delivery” will get you applicants from a logistics background, but I’m not sure you can get away from that. Delivery manager is sometimes used interchangeably with “scrum master” and “agile project manager” although it it not the same set of skills and responsibilities, which is why I felt I needed to write this post. Would you be available for a chat on my lean-agile podcast? – Progress is measured using these set metrics How much does a IT Delivery Manager make? The best you can do is be explicit about what kind of experience you would expect. However, when hiring, it seems that out in the recruitment space “Scrum Master” has come to equate “junior facilitator” and so finding highly experienced Scrum Masters is actually very hard. I have now started insisting for CSP level certifications for all my Scrum Master hires just to cut down the time wasted on fabricated job profiles that get caught out at interview. There is some good stuff in there. I too have experienced recruiters that don’t get the role. The Agile Team Onion. Learn more >>. Broadly the delivery manager role breaks down into three main areas, these are; Agile & lean practices; Team health & happiness, and delivery support. I joined DWP in September last year as a delivery manager and, with my background in managing a digital portfolio, I soon found myself being given responsibility for managing the delivery of the Personal Independence Payment (PIP) digital service. Interesting reading this thread. I blame LinkedIn …seriously. Please don’t spread hatred towards everyone with a particular job title on my blog. Hi Emily “Delivery Lead” is worth trying out (be lean about it, test the hypothesis!). The Agile principles sit outside of Scrum. The enterprise coach can also provide coaches at the team level with the coaching / support / servant leadership that they need. Delivery managers focus on completing projects, controlling business processes, and making a company effective. Firstly let me say I do not appreciate you coming to my blog and talking about hate whilst throwing accusations at me. Salary estimates are based on 4,576 salaries submitted anonymously to Glassdoor by IT Delivery Manager employees. The term delivery manager is used to describe an essential set of skills on an agile team and is used in government as well as other organisations, mainly within (but not limited to) digital departments. A good manager creates a team and an environment where everyone can work cohesively, focused, productive and happy. Delivery Manager is a corporate friendly title, there might be a need for that. But teams can only complete sprint tasks timeously when they are unhindered. If you want to test your knowledge of Service Delivery Management, why not try our Service Delivery Manager Mini Quiz to test out your skills and knowledge? Let me tell you your approach on this is not very agile either, the agile movement do not promote confrontation among approaches in any way. When you are really faced with an extreme situation, consider reducing or modifying the functionality requested. A Tool for tracking Kanban projects (that you can cut out and keep), Pattern and Yarn (knitting hats for charity). GDS also have a Delivery Manager role description. Turns out we have 500+ ‘Agile Coaches’ in Yorkshire according to LinkedIn! To quote you “There is no reason to feel menace by other agile practitioners, independently on their approach to work, we should be all together.” – maybe you should take your own advice there. Copyright © 2002 - 2020 Purple Griffon Limited. Enter your email address to subscribe to this blog and receive notifications of new posts by email. There tends to be a problem team level coaches/ Scrum Masters fall into when they lack the influence needed for coaching senior management and can’t effect the change needed to gain it. If you 'Google' Service Delivery Manager jobs there are thousands of jobs on various job boards around the world. 7) If suppliers are part of your service supply chain they should also be part of your value network, and as such the service interfaces should be seamless and transparent to the customer, after all it could have been you who sub-contracted part of the service…not your customer. A delivery manager should be encouraging that questioning as well as coaching others outside the team so everyone can work together. Developers and other team members are capable professionals in their own discipline, self-organizing and cross-functional. Your email address will not be published. Mark Stanley, for example, has outlined A day in the life of a delivery manager at GDS. Again, this disparity between expectations, job descriptions, roles and responsibilities is largely in part because again, the topics and learnings covered in the Certified Scrum Master credential is only like 1/40th of a full Agile learning and development pathway. They work closely with the product manager (sometimes known as product owner), but while the product manager is concerned with the vision the delivery manager is concerned with making it happen. Company - Public. Well, after seeing how hate spreads in your “agile” culture I think I’m off this time. What makes a good service delivery manager. Notify me of follow-up comments by email. If we have stirred your interest in the role of the Service Delivery Manager then why not join us on our 2-day IT Service Delivery Manager Workshop to explore current Service Delivery Management ‘Best Practice’. Here’s a photo of me and Jeff Sutherland in the pub enjoying a beer https://www.instagram.com/p/vP7n3bkpDP/. 2) Remember that you represent not just the service provider to your customer, you also need to represent and be seen to represent the customer to the service provider. Yeah I was just looking at CSD or CSP but while I’d like to do the course I’m not really interested in following the renewal scheme. I don’t think CVs always give an honest picture, so some carefully worded questions to those applying should help you filter out those that aren’t being entirely honest on CVs. If you are making a service delivery manager resume, you can quickly make the job experience part of it with the sample job description for the role presented above. Delivery manager has one main goal in their job: To ensure that the company ... it makes you a great candidate for the position. Now who funds the service improvements will depend on what is in place between you and your customer, a legal contract or an internal company agreement. An AWESOME delivery manager does all that and make sure that least damage in terms of motivation and morale is done to the key people - who more often than not are the ones that need to be "burnt" to deliver on time, budget, quality and cost. A nice and relevant post from Yiannis Godfrey who is at the Australian government digital service went up today: https://www.dto.gov.au/blog/so-what-does-a-delivery-manager-do/. While delivery managers would only make an average of $128,229 in Rhode Island, you would still make more there than in the rest of the country. One thing I did not mention was that I found your article to be very good and that was the reason for deciding to read the comments below it, …then the misunderstanding happened in my side, I f* up and never said anything about the quality of your work. To ensure this seamless interface you will need to ensure that the contractual agreements underpin your SLAs and don’t contradict them. Thanks for your comment, there are some great clarification points in here. Let’s cover the previous comments that you bring up: You have accused me of not defending scrum to a point that Victoria made. A good manager brings the best of the team members. 2) find a mentor, this doesn’t need to be someone in your organisation and can start with having chats with a few interesting people. Whereas in New Jersey and Virginia, they would average $133,161 and $131,721, respectively. If it was developed for the GDS, then i have all the clarity i need. When targets have been breached or near misses have occurred, discuss setting up a service improvement plan (SIP) in collaboration with your customer and internal support staff. That venn diagram is so good and it’s so so helpful. The delivery manager is the person on the team who leads on agile and lean practices. Com Where the SLM and BRM roles don’t actually exist in your organisation, then I’m sorry to say but you’re responsible for one or other or both. The popularity of agile on CVs only goes to show the adoption of agile, people are trying to cover their bases when they look for work.
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