Basically you are key to driving operational effectiveness. 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. – @daftagiledan, Are you ready for user research? Hi Amy, thanks for your comment. Does that really help making a better look on “Delivery Managers”? However, it’s very tricky to manage an agile team properly, in the way Jon suggests, while being subject to ‘date first’ pressures. The project manager needs to be a good team builder. 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. 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. We are re-branding ourselves as “Agilist” instead of SM b/c of the stigma associated with SM. 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. I hope our tips have been useful? Their focus on delivering a finished product or … However, you can take steps to be a good service delivery manager from the start. The national average salary for a Delivery Manager is £57,263 in United Kingdom. The main responsibilities of this role are: Salary estimates are based on 4,576 salaries submitted anonymously to Glassdoor by IT Delivery Manager employees. A delivery manager should be encouraging that questioning as well as coaching others outside the team so everyone can work together. 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. Mark Stanley, for example, has outlined A day in the life of a delivery manager at GDS. There may also be a need for a delivery manager to have particular technical skills or understanding of what the team is delivering. most new scrum masters won’t have experience of initiating a project, building a team, going through discovery and getting a service live. Work with all of your people to identify areas that need improvement. 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. 1) To start with you need to develop a clear understanding of your Role and Objectives. 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. 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. Salary estimates are based on 331 salaries submitted anonymously to Glassdoor by Delivery Manager … I think it is fair to state that it’s not a ‘one size fits all’ role. 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. 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. A Service Delivery Manager in the New York City, NY Area area reported making $110,000 per year. 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. – Progress is measured using these set metrics I believe the mindset of servant leadership is at the heart of such a role. They need to be pragmatic and have excellent relationship management skills. The perfect visionary and doer pairing. This is why GDS did not have delivery managers on top of scrum masters. I don’t have an issue with the job title (“Scrum Master”) in and of itself. **Post updated Feb 2018, you can see what changed here**. A good Scrum Master has a very rich portfolio of skills and activities. To pursue our ambitious growth strategy, we are looking for a Delivery Experience Manager (m/f/d). That venn diagram is so good and it’s so so helpful. 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). 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. 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 did not pretend this to be public curiously but it’s also my fault not to have stated it in the message. Whether you are a SM or an ADM, you should strive in helping your delivery team delivering value to the end customer in the most effective way. 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. 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. A: Your abilities as a service delivery manager improve with experience as you gain perspective and insights over time. diplomacy. They will encourage and motivate the team and protect them from external distractions and … So I appreciate both sides of the discussion. 10000+ employees. Inevitably you end up pushing and demanding and some Agile people resent that. All these aspects are important and some are easier to learn than others. I don’t think a £1k two-day course is the way to prove capability and I’ve seen job ads that require it. “Focused, curious listening conveys an emotional and personal investment in those who work for us,” according to Muse contributor Kristi Hedges. I’ll also admit a few mistakes I made along the way and where these fundamentals would have helped. The role is a one of a servant leader, they keep pace with the introduction of relevant agile / lean tools and techniques. 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. Does that mean she knows more than someone without the certification – of course it doesn’t. 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. As a manager, you are only as good as the people on your team. This is obviously inefficient and costly. 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. 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. I’d be interested in hearing thoughts from anyone that works in this area in the comments below. It is a difficult task to ensure that you are not just ‘sitting on the fence’ or even ‘piggy in the middle’. Service delivery managers may be in charge of couriers. The national average salary for a IT Delivery Manager is $58,328 in United States. In no particular order are…. A delivery manager is accountable for the performance of the team. In recent years, project management has become a fashionable business concept. Let’s try: This section of your resume requires you to highlight the functions that you carried out working as a service delivery manager in previous employment. Common practice is to add a significant buffer to your estimate by fear of not complying with money and time. 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. If you disagree or wish to add to our article then please let us know your thoughts. Team time is precious time. I thought it was evident when I said we could discuss it but I also understand you could decide to discuss it in public. on iTunes. Full-time . She said: “when hiring, it seems that out in the recruitment space “Scrum Master” has come to equate “junior facilitator””. 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. If you are struggling to grasp the enormity of “process management,” you are not alone. This site uses Akismet to reduce spam. 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. 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. Did this gave me – as a experienced Scrum Master – any extra value? 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? 4) You need to ensure you have the backing of those who ultimately provide the support for your services that you are fronting. 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. Delivery managers make the most in New York with an average salary of $136,052. 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. 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. 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. This is a particular reference to the CSM qualification because this is what I have seen in job ads. 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. How much does a Delivery Manager make? If you 'Google' Service Delivery Manager jobs there are thousands of jobs on various job boards around the world. Although I think the naming is interesting and important (you can see my musings on it in the comment above, no name will completely fix misunderstandings and how the role is perceived. Copyright © 2002 - 2020 Purple Griffon Limited. I have approved this one comment from you, but I don’t want you coming back to my blog and throwing more accusations, misinformation and hatred at me and other agile practitioners so I won’t approve anything else that isn’t constructive and polite. They do this by creating the right environment for the team to succeed, helping the team to self organise and creating a culture of learning and transparency. I’m using the term delivery manager because that’s the one used in government and a term that I’m often working with. 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. 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. A great manager expands the limit of what their “best” means. Not just moral support but real technical support. Hi Emily, Autonomy, learning, getting better at what you do, personal growth, social connections and creating great products and services all contribute to motivation. Job Highlights. I cannot go back in time and do it better but I still can recognise your good work. Excellent article Emily. A good delivery manager delivers the correct scope, on time, on budget and with quality. They will know which techniques to try out when to make sure the team are getting the best out of being agile. I don’t work at that organisation and I know for a fact that there are women there too. The team and environment may have different needs. Reading the comments was as interesting as the article. But many of the organizations claiming that they practice project management actually lack a full and accurate understanding of this discipine. 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. I have just given the most popular post on my blog “Explaining the role of a Delivery Manager” a refresh… IT departments come in various shapes and forms, small, medium or large, and internal, shared and outward facing. 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. 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. 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. 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. The last thing I would want to do is insist that someone forks out ~£1000 before they can even apply for a job. 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. The team are responsible for delivery and the Scrum master is responsible for removing impediments. Good project managers stay on track. Jeff Sutherland and Ken Schwaber took that work and improved it, since its presentation in 1995 that’s Scrum as we know it nowadays. – Planning, reporting and task estimation in this specified format How much does a IT Delivery Manager make? It’s worth noting that it is important that these two roles are not performed by the same person. I’ve detoured slightly away from your original topic, apologies. Interesting reading this thread. I won’t get into the debate over the definition of MVP here, but if you are building something to test ideas (e.g. Let’s cover the previous comments that you bring up: You have accused me of not defending scrum to a point that Victoria made. Casualties of Christmas, The term delivery manager is used to describe an essential set of skills on an agile team and is, , helping the team to self organise and creating a culture of learning and transparency. Broadly the delivery manager role breaks down into three main areas, these are; Agile & lean practices; Team health & happiness. 10) Where the role of the SLM and BRM are clearly and unambiguously defined and the positions currently exist and are filled, then the role of the SDM will sit between them and will tend to be one of ‘day-to-day’ contact for supply and support challenges even operating in an operational/tactical space between the Service Desk and the SLM. 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. I’m all for meeting dates, and naming dates is an important part of organisational collaboration and planning. Scrum has its roots in Lean. Monitor and manage vendor performances to ensure contractual SLA's are met. In this article, let’s go back to project management school and examine six fundamental lessons for successful project delivery. At the end of the day role title isnt important. Delivery managers are placed under pressure to meet dates – because that’s there job, right? It might also reinforce the wrong behaviours. In this role, you will: build and maintain teams, ensuring they are motivated, collaborating and working well. When you are really faced with an extreme situation, consider reducing or modifying the functionality requested. But most importantly it’s about being agile with it. This is part of the external coaching role that a delivery manager could take. RT @ewebber: I have just given the most popular post on my blog “Explaining the role of a Delivery Manager” a refresh…. In larger organisations, this part of the role can be substantial and may call for additional organisational coaches. Show me where in the Scrum guide where it refers to a deliver manager. The government needs to maintain the status quo through ‘managerial roles’ She is referring not to what she or I think a scrum master is, but her experience of dealing with the recruitment industry. An enterprise coach can become an enabler for that. But I’ll leave that one. Manage a business critical effort to migrate mainframe applications and data onto a distribute environment using SAS providers with integration components. I honestly apologise, when I read it yesterday I understood you were supporting the fact that Scrum Masters found lately are “junior facilitators”. You will be instrumental in effective communication with the customer keeping them appraised of progress with incidents and problems and service requests. 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. When people visit the office – whether it’s a potential new hire, possible investor, or future strategic partner – the office manager is usually the first person they see, and his or her demeanor helps form those oh-so-critical first impressions. As long as value is being delivered to the business and the process is working, then that is what is important. Just ordered your book – looking forward to giving it a read and feeding back. The problem with “Agile Project Manager”: How do you maintain Customer satisfaction at the same time you’re failing you SLA targets. 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. Communicating effectively is one of the basics of being a good manager (or a good employee for that matter). It describes the person in a skilled, multidisciplinary team whose is concerned with is enabling that team to deliver value. 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 delivery manager is the person on the team who leads on agile and lean practices. I bet you never reached the PSM II or the equivalent CSP level in Scrum, and I’m 100% sure you’re not a PSM III as that’s the only Scrum Expert level worldwide and based on your knowledge of it I can tell you’re just not ready. 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. 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. These people would reject great candidates because they don’t have a piece of paper. … But I feel the term Scrum Master has been diluted greatly over the recent years. GDS also have a Delivery Manager role description. e.g. 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. The Agile Team Onion. So as well as ensuring that we have SLAs in place documenting service level requirements we should ensure that all the OLAs are in place to monitor and report on internal support capabilities and service delivery. 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. 1) find some meet-ups, there are so many out there! Very well elaborated. Its interesting to see how agile is evolving as more and more companies of different sizes are changing the way they deliver. ‘huge pressure is heaped on delivery managers to name and meet dates, accompanied by even huger pressure if they don’t meet them.’. Agile teams need coaching, facilitation and enablement. Required fields are marked *. It’s a valid conversation and I think we are all in the same boat when it comes to hiring. Thanks Steve, indeed, language is important. But it’s also important to remember that great managers prioritize listening. 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’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. There is no reason to feel menace by other agile practitioners, independently on their approach to work, we should be all together. Short term delivery focus can lead to MVPs that forgot the V and crippling technical debt. Sitting in the middle of the Venn diagram are very important skills that span all parts of the delivery manager role like coaching (individuals, the team and people outside of the team), diplomacy, leadership (including servant leadership), communication and facilitation. The delivery manager is concerned with the health and happiness of the team members and how they work together. 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. Hi Victoria, And one final point of misunderstanding from you. If not you’ll get dragged into things which aren’t your responsibility. That aside, carrying on from my comments on naming, Jon what were your thoughts on possibilities? Viele übersetzte Beispielsätze mit "Delivery Manager" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen. 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. 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. As Victoria correctly pointed out, I fall into the same trap when writing job adverts. As previously discussed this will depend on your organisation, its strategic goals and structure and your place within it and your customer base. I’d favour a name which set a different expectation to people who have not yet made the mindset shift needed to succeed with Agile. Well, same here. If handled correctly your biggest critics can become also become your biggest advocates. Hi Michael, it sounds like you have had some challenges with how the term delivery manager is used in your organisation. This is what the written media has. They are also going to have to be change agents, challenging the status quo where it does not enable the team. That takes coaching, communication and some care.