Job Description The Details The Senior Delivery Manager will lead on the delivery of roadmap items involving cross functional work at ASOS Customer Care. The role holder will oversee multiple backlogs of delivery within the Customer Experience and Transformation function. They will lead Project Managers / Squad Leads and work closely with a range of other teams like to shape and manage the backlog of transformative work. They will work closely with internal and external partners to ensure business requirements are understood, resources are committed to delivery and projects are kept on track. The Senior Delivery Manager will work across the whole portfolio of work in customer care as well as multiple technological solutions. They must be confident and assertive where required and work pro-actively to resolve blockers or issues to delivery, including escalation where required. The Senior Delivery Manager will bring the best of Agile Scrum together with Project Management to ensure Customer Care Achieve their Strategic Priorities. What you’ll be doing Lead and oversee critical project and delivery resources, at times, across multiple change methodologies and mechanisms including operational readiness, waterfall delivery, agile scrum, amongst others Plan work, backlogs and resource in sufficient detail to ensure integration of all activities and identification of any dependencies across squads, teams and initiatives To be adaptive when it comes to planning, forecasting, estimating and managing ambiguity across delivery of multiple projects, squad deliverables and business initiatives Be the key point of contact when it comes to change delivery in customer care and hold the pen on priority deliverables across our scrum and change teams Able to communicate the plan, planning assumptions and progress to a range of stakeholders in customer care and the wider business Pro-actively manage priorities, risk and resources and budget with internal stakeholders and or external providers Ensure all necessary cross-functional resources are identified and committed to the delivery plan, using story points to effectively manage capacity and velocity across squads and teams Communicate at all levels to ensure that all key delivery resources understand their roles and responsibilities Work with the Change Manager and Leadership teams to ensure there is alignment on broader Customer Care roadmap and in relation to priorities and the landing of change into the operation and to our customers Be an anchor point into technology teams and third party teams to ensure shared and/or dependent deliverables are prioritised in line with agreed roadmaps