Delivery Manager - mumbai, India - Indicia Worldwide

Description

About us

Indicia Worldwide is an insight and technology led communications agency with global production expertise.

Why we exist: we create new value

At Indicia Worldwide, our philosophy is one of 'creating new value'. We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution. For our clients and their customers, we are building mutually-beneficial partnerships. We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the market place. Data insight and marketing technology gives us the ability to measure our work, evidencing ROI as the most critical metric in today's environment.

We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

As a business we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to re-define the way marketing is activated for our clients across the globe. Now, and well into the future.

The output : Improved client performance from engaging consumers with brand ideas better, faster and more cost effectively, across every step of the journey that a brand takes to market.

Purpose of the role

The Delivery Manager role is responsible and accountable for managing the delivery of solutions to clients and to ensure that formal process for briefing, configuration / customization, integration, change management, UAT and sign-off are properly executed.

The Delivery Manager role will work with various stakeholders – Clients, Customer Success Teams, Client Services, Engineering and Product Management to ensure that solutions are delivered to according to agreed timelines and according to agree upon specifications.

• Ability to work on multiple projects with multiple clients simultaneously and to ensure that expectations are managed across the client portfolio.
• Write user stories that enable the wider Engineering and application support teams to configure and deliver a platform that is capable of meeting the client's needs.
• Work with key teams to obtain estimations of delivery and to ensure those estimations are formally tracked.
• Create, publish, and track project plans and delivery schedules to ensure that agreed-upon plans are widely known inside Indicia as well as to the client.
• Create resource plans and agree staffing levels with engineering and other matrixed organizations. Monitor utilization of resources against estimations as part of delivering products and solutions to the client and ensure key dependencies are met.
• Coordinate communications for solution delivery to ensure that stakeholders and clients are on the same page including flagging delays to key stakeholders.
• Create deployment and migration plans where appropriate and ensure that all delivery plans are aligned against available resourcing and client needs.
• Create status reports and attend relevant meetings to ensure that all stakeholders are kept up to date on progress.
• Be the first point of escalation of issues arising from customers or engineering during the delivery process.
• Maintain a register of risks and issues and ensure that appropriate mitigations are in place.
• Transition to wider support and BAU service desk/application support teams through knowledge transfer in order to reduce dependence on engineering teams
• Work with engineering and support teams to troubleshoot and resolve complex technical issues from customers.
• Conduct formal project close-down procedures, obtaining required sign-offs and ensuring that key learnings are documented as part of continuous improvement activities
• Assess ongoing BAU support requests including ensuring that the requests are triaged against bugs, support and enhancement categories while ensuring that SLAs are met.

Skills, knowledge, experience and exposure:

• Minimum tertiary qualification (Bachelor)
• Minimum 3+ years experience of performing a Project / Programme / Delivery Manager role within a fast-paced IT / Business Consulting or Marketing environment
• Demonstrable experience in a mainstream Martech technologies toolset e.g. Adobe Campaign, Adobe Experience Manager, Salesforce Marketing Cloud, Braze, Iterable, Tealium, Segment, Amplitude, etc. Certifications in these platforms is an advantage.
• Experience within Marketing Technology and Agency would be preferred
• Requirements documentation including Use case and user story development is mandatory
• Expert with Agile processes, JIRA scrum boards, Confluence and Project Management tools
• Familiarity with Service Desk processes and systems

Mindset to navigate the role

• Ability to gather solution requirements and agree scope with clients that match product capabilities with client needs and to manage expectations on workarounds and enhancements where gaps may occur.
• Ensure scope is maintained and enforce change management procedures to prevent scope creep.
• Work with the Indicia Engineering teams on QA and UAT of delivered functionality including new features and documentation of bugs where appropriate.
• Work with the Client Success Teams and Client Partners to onboard / train clients and ensure that the system is in an appropriate state of readiness.

The softer skills that we believe, will help you thrive in this role:

• Ability to organise and prioritise own workload as well as manage dependencies across resources and projects.
• Comprehensive facilitation, communication and teamwork skills including excellent English speaking and writing skills.
• Strong stakeholder & relationship management skills, including managing conflict resolution

Role Requirements

We can be flexible with working arrangements and provide a blend of office and home/remote-working if required

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.