ADMs in my organisation just add to the bureaucracy of a team and certainly don’t add any value. 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 Service Delivery Manager in the New York City, NY Area area reported making $110,000 per year. Job Highlights. If you think delivery managers are only project managers who have jumped on the agile bandwagon then you are very wrong. A blog about agile, lean, people and things. Delivery managers are placed under pressure to meet dates – because that’s there job, right? That’s a topic for another blog post – or rant in the pub. Thank you for educating me. 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. It’s worth noting that it is important that these two roles are not performed by the same person. 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. Broadly the delivery manager role breaks down into three main areas, these are; Agile & lean practices; Team health & happiness. We got it all covered for you; the qualities, and the downfall that might come with it! 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. The problem with “Agile Project Manager”: Here are the duties and responsibilities that a Delivery/Program Manager is likely to perform in their role. Successful delivery is based on project management fundamentals that we learned in school or on the job. 6) We’ve all experienced a ‘high maintenance’ or ‘whinging’ customer and done our best to avoid them. 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. 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. I’ll also admit a few mistakes I made along the way and where these fundamentals would have helped. Looking for best practices for your estimate is a recommended strategy. 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. CSM is pointless but the CSP and higher are hard to achieve and take 12months+ of effort. Basically you are key to driving operational effectiveness. Delivery Manager is a corporate friendly title, there might be a need for that. Two things that I would recommend to help you on your journey in your new role: 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. The team starts as a group of strangers and needs to be made into a core group of people. 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. Most good office managers have a naturally positive attitude and warm demeanor. diplomacy. Yeah! A good manager brings the best of the team members. In recent years, project management has become a fashionable business concept. Short term delivery focus can lead to MVPs that forgot the V and crippling technical debt. I know that Barclays (Knutsford) view CSP as an entry gate for some of their senior Agile roles, right or wrongly. 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. 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. If it was developed for the GDS, then i have all the clarity i need. The point I am making is, because i have not acquired some additional certificates recently does not mean I do not have the skill set to coach, mentor and manage the whole project life-cycyle through to and post implementation , yet I have been seeking a role for the last 3 months. 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. 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. 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 all for meeting dates, and naming dates is an important part of organisational collaboration and planning. For example one of the recruiters I use has just passed her CSM so she is now a certified ‘Scrum Master’ having never worked in IT or with agile ever. Very well elaborated. A Shipping in the Peoria, IL Area area reported making $17 per hour. 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. Does that make you feel better? But teams can only complete sprint tasks timeously when they are unhindered. Personally, I prefer the Spotify approach of team Agile Coach, which i think aligns better with principles/values and sets a better expectation. hourly. Hi Amy, thanks for your comment. 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. I did not pretend this to be public curiously but it’s also my fault not to have stated it in the message. 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. This is obviously inefficient and costly. I welcome your comments or feedback . Salaries for Related Job Titles . Thank you for this article! These are all expectations of the Scrum Master in my org. Hi Kate, But it’s not merely creating a plan, it’s also monitoring that process and adjusting accordingly to stay on schedule. 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. 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. The last thing I would want to do is insist that someone forks out ~£1000 before they can even apply for a job. 10000+ employees. 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. The delivery manager is the person on the team who leads on agile and lean practices. This site uses Akismet to reduce spam. There is a lot more detail behind each of these areas, which I’m happy to discuss further. Having the word “Delivery” will get you applicants from a logistics background, but I’m not sure you can get away from that. 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. Maybe “Agile Delivery Lead” may be slightly better. It is a difficult task to ensure that you are not just ‘sitting on the fence’ or even ‘piggy in the middle’. At the end of the day role title isnt important. So thank you, hugely hugely appreciate it! To do this you will need a good working relationship with your internal support teams or whoever is managing the external supplier if that is where the root cause resides. How much does a Delivery Manager make? Just ordered your book – looking forward to giving it a read and feeding back. It also strongly hints that it’s about Scrum, rather than any broader Agile or Lean principles which may not involve Scrum at all. Delivery managers make the most in New York with an average salary of $136,052. Enter your email address to subscribe to this blog and receive notifications of new posts by email. 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. A nice and relevant post from Yiannis Godfrey who is at the Australian government digital service went up today: Full-time . In this role, you will: build and maintain teams, ensuring they are motivated, collaborating and working well. The role of a SDM is primarily split into that of a ‘tactical’ Service Level Manager (SLM) and a ‘strategic’ Business Relationship Manager (BRM). This is why GDS did not have delivery managers on top of scrum masters. Learn more >>. 1) To start with you need to develop a clear understanding of your Role and Objectives. Meet-ups are a great place to learn more and connect with others in a similar field 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. I have just given the most popular post on my blog “Explaining the role of a Delivery Manager” a refresh… Great article Emily! 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. The perfect visionary and doer pairing. 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. Tacit (agile consultancy) A: Your abilities as a service delivery manager improve with experience as you gain perspective and insights over time. How To Develop Process Management Skills. I won’t get into the debate over the definition of MVP here, but if you are building something to test ideas (e.g. Company - Public. Delivery manager has one main goal in their job: To ensure that the company ... it makes you a great candidate for the position. As long as value is being delivered to the business and the process is working, then that is what is important. Hi Emily, 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”. All Rights Reserved. 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? Nowadays its done via people thinking of the most ‘trending’ job titles on LinkedIn. 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. Job Highlights. As a manager, you are only as good as the people on your team. New York City, NY Area area. It’s a valid conversation and I think we are all in the same boat when it comes to hiring. There are too many problems created by that approach to go into here. Good project managers stay on track. 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. “Delivery Lead” is worth trying out (be lean about it, test the hypothesis!). Learn how your comment data is processed. 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. Please don’t spread hatred towards everyone with a particular job title on my blog. 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…. – etc. 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. As I’ve mentioned a couple of times here, I’m not convinced that delivery manager is right, but I understand how it came about. Does that mean she knows more than someone without the certification – of course it doesn’t. They may not meet your standards or desires for your team, but they were hired for a reason and they are yours. Simply put, you have a deadline. Full-time . If you are embedded within your customers organisation, it may be perceived that on occasion you may be seen as ‘going native’, especially if you vociferously protect or support your customer against your colleagues in the service provider. What makes a good service delivery manager. 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. 1) find some meet-ups, there are so many out there! That’s why your approach helping to spread rejection instead of stopping it was wrong in my opinion. Work with all of your people to identify areas that need improvement. If customer complaints can be resolved to the mutual satisfaction of both parties then it is possible to turn a sticky situation around. 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. Alternatively you may be a SDM with just one or more internal customers within the business of your own organisation. – Communication and conflict resolution in that exact way 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. Steve Bruce, Delivery Manager. However….. depending on your organisation and method of applying Agile this can and will present its own hybrids, these are not really transferable unless you remain in the same organisation, and unfortunately the expectations of both roles can be somewhat frustrating when changing employers and even in some cases departments within the same organisation. I also recognise I should not have made you responsible for anything other person said and I apologise for that as well. 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. 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. They will encourage and motivate the team and protect them from external distractions and … Does that really help making a better look on “Delivery Managers”? The best you can do is be explicit about what kind of experience you would expect. 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. A good project manager is continuously following and anticipating the cost of the project. Agile in the Ether (remote meetup) However, it’s very tricky to manage an agile team properly, in the way Jon suggests, while being subject to ‘date first’ pressures. Not just moral support but real technical support. I’ve detoured slightly away from your original topic, apologies. 4) You need to ensure you have the backing of those who ultimately provide the support for your services that you are fronting. 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. They aren’t all “guys”. A delivery manager guards the team’s time, to ensure continuous delivery is possible. 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. Again, I honestly apologise. If you disagree or wish to add to our article then please let us know your thoughts. How many pizzas does it really take to feed your team? 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. 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. 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. 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. You have a certain amount of time to do what you must do in a project. I know what I want in my head, a really good Scrum Master. Autonomy, learning, getting better at what you do, personal growth, social connections and creating great products and services all contribute to motivation. It’s not a Scrum Master nor is it an Agile Coach but I feel that it sits alongside the coach role in terms of responsibility. There is some good stuff in there. I too have experienced recruiters that don’t get the role. Inevitably you end up pushing and demanding and some Agile people resent that. I hope our tips have been useful? Incorporating facilitating, coaching, training, encouraging & enabling communication etc – all those things Jon says above about the ability to build and support really strong teams. In response to Jon’s comments on ‘short term delivery focus’, I agree, but huge pressure is heaped on delivery managers to name and meet dates, accompanied by even huger pressure if they don’t meet them. But I do this knowing that I’m alienating some of my peers who haven’t gone down the certification route. I think this is a great article that contains a lot of useful nuggets when trying to understand the Delivery Manager role. All these aspects are important and some are easier to learn than others. 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. 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. Monitor and manage vendor performances to ensure contractual SLA's are met. 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 hope you argue it doesn’t, that it’s judgemental and that it doesn’t make justice to a lot of people that is working hard in the industry despite their role name …and that it probably doesn’t help how you see me under a good light after reading that. I’m a newly promoted Agile Delivery Lead with no training. Make an effort to get to know your customers and build positive client relationships. There is no reason to feel menace by other agile practitioners, independently on their approach to work, we should be all together. Filter by location to see IT Delivery Manager salaries in your area. $17. Here’s a photo of me and Jeff Sutherland in the pub enjoying a beer 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. Your accusation about my level of experience or my understanding about the origins of Agile is unfounded and shows your fondness of qualifications. If handled correctly your biggest critics can become also become your biggest advocates. The previous comment regarding Scrum Masters being “junior facilitators” was simply wrong. IT Asset Management (ITAM) Foundation E-Learning is now available on our website. “Focused, curious listening conveys an emotional and personal investment in those who work for us,” according to Muse contributor Kristi Hedges. Jeff Sutherland and Ken Schwaber took that work and improved it, since its presentation in 1995 that’s Scrum as we know it nowadays. Your right – buying into one of the corporate certification bodies shouldn’t be the way to go. Viele übersetzte Beispielsätze mit "Delivery Manager" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen. If you read the five core ITIL® V3 Best Practice books you will not find one mention of a Service Delivery Manager (SDM). 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. 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. 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. Good Article and a very interesting topic. 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. 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. 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. Com The team and environment may have different needs. But most importantly it’s about being agile with it. 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. Great effort in such a short space of time. Interesting read, thanks Emily. 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!)…. a prototype) your quality levels will be different from something that will go into the live environment. Good news for the Northern Tech Hub . The Agile Team Onion. Better still perhaps, “Delivery Lead”, because I have an issue with the word “manager”…. Developers and other team members are capable professionals in their own discipline, self-organizing and cross-functional. A delivery manager should be encouraging that questioning as well as coaching others outside the team so everyone can work together. A good manager creates a team and an environment where everyone can work cohesively, focused, productive and happy. 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? 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. 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. I’m not about to tell her that her experience with recruiters is wrong. Possibly the best, most constructive response to a fairly aggressive comment I’ve ever read. Thanks Steve, indeed, language is important. The national average salary for a IT Delivery Manager is $58,328 in United States. Further, in the public sector, you can’t afford to have a lax attitude towards delivery as you are dealing with taxpayer money. Agile isn’t just a way of developing software, it is organisational change, all members of an agile team should always be questioning if they are doing the most important thing and if they are doing it in the best way. It’s difficult to maintain momentum over multiple years, so your role as a program manager is to juggle the priorities and projects so there are measurable outputs being delivered regularly. Managing digital services beyond the exemplars – Cain > Able,,, 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. 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. 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 Minimum Viable Book – Progress is measured using these set metrics 1-2 years experience . 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. The delivery manager is the person on the team who leads on agile and lean practices. I don’t have an issue with the job title (“Scrum Master”) in and of itself. I’m using the term delivery manager because that’s the one used in government and a term that I’m often working with. He says: A delivery manager guards the team’s time, to ensure continuous delivery is possible. My top 10 tips for becoming an effective Service Delivery Manager…. 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. Like them or not, Job titles do help people search for jobs. 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. ‘Delivery Managers are not Project Managers’ should be a very clear message to all, backed with some education on why not and some ideas as to how boards and committees could be more helpful in treating DMs in ways more likely to engender the right behaviours with their teams. These people would reject great candidates because they don’t have a piece of paper. What was the need to diminish Scrum Masters? 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. 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?). Whereas in New Jersey and Virginia, they would average $133,161 and $131,721, respectively. I can’t help but think you should look a bit deeper into your approach to other agile practices. But I feel the term Scrum Master has been diluted greatly over the recent years. ‘huge pressure is heaped on delivery managers to name and meet dates, accompanied by even huger pressure if they don’t meet them.’. In no particular order are…. the delivery support part of the role does depend on the organisation. To be effective it’s important that you really understand your role and it’s also just as important that others both internally and externally understand your role. This section of your resume requires you to highlight the functions that you carried out working as a service delivery manager in previous employment. 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. And one final point of misunderstanding from you. We determined these as the best states based on job availability and pay. 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. An ex colleague of mine also suggested ‘team enabler’ in this blog post, he is much more articulate than me, worth a read ,, @stack72 Possibly GDS: and Firstly let me say I do not appreciate you coming to my blog and talking about hate whilst throwing accusations at me. you clearly have some pent up aggression that you have decided to unleash on me. You will be instrumental in effective communication with the customer keeping them appraised of progress with incidents and problems and service requests. most new scrum masters won’t have experience of initiating a project, building a team, going through discovery and getting a service live. If you 'Google' Service Delivery Manager jobs there are thousands of jobs on various job boards around the world. Ideally you need to be proactive, open, honest and fair with your representations to both your customer and service provider. Hi Emily, 1) To start with you need to develop a clear understanding of your Role and Objectives. In my experience (have worked several years for a number of Government departments in the UK) I would say that an Agile Delivery Manager or better a Delivery Lead title role is more appropriate than a Scrum Master. 10000+ employees. 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. 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. 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. The main responsibilities of this role are: Filter by location to see Delivery Manager salaries in your area. I’m reading this with an eye to the challenges we face when hiring. Reading the comments was as interesting as the article. I blame LinkedIn …seriously. 9) Firefighting is for firemen, not SDMs. 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. When you are really faced with an extreme situation, consider reducing or modifying the functionality requested. The Agile principles sit outside of Scrum. When I first started contracting I was up against people with 20+ years of experience so the certification route allowed me to backup my experience with the reassurance that I did really know my stuff when it came to delivering with agile. Broadly the delivery manager role breaks down into three main areas, these are; Agile & lean practices; Team health & happiness, and delivery support. 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. | Parliamentary Digital Service, Product Roadmaps in Five Easy Pieces | YouRead, Quick icebreakers for online meetings, (that don't suck), Explaining the role of a Delivery Manager, Daily Outside Photo: Adding a bit of humanness to your Slack group, Networks, Serendipity and the flow of ideas, My good looking video conferencing set up, Building Successful Communities of Practice, The team manual, an exercise to help build empathy in teams, Social group sizes, Dunbar's number and implications for communities of practice. They think it means you are risking just not doing things properly, and in many cases they are right. I believe the mindset of servant leadership is at the heart of such a role. The disconnect here for many people is that (and not by my interpretation but by definition) Agile does “Not” imply Scrum. 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. 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. 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. 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. – @daftagiledan, Are you ready for user research? That venn diagram is so good and it’s so so helpful. But many of the organizations claiming that they practice project management actually lack a full and accurate understanding of this discipine. Well, after seeing how hate spreads in your “agile” culture I think I’m off this time. I am an experienced Senior project manager and BA and have delivered numerous projects in different industries. Notify me of follow-up comments by email. We are re-branding ourselves as “Agilist” instead of SM b/c of the stigma associated with SM. 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. This is part of the external coaching role that a delivery manager could take. Great project managers know that the track will have some unexpected curves and can create real-time solutions. Well, same here. 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…. Thanks to you Emily for accepting my apologies. 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. They will know which techniques to try out when to make sure the team are getting the best out of being agile. …and don’t get me started on the ‘Agile Coach’ moniker. Team time is precious time. Your email address will not be published. The Diversity Charter If you have a supplier management function you will need to forge a good relationship which involves understanding their goals and challenges. She said: “when hiring, it seems that out in the recruitment space “Scrum Master” has come to equate “junior facilitator””. 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. 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. 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It also means really good Scrum Masters may not apply for that role. But it’s also important to remember that great managers prioritize listening. 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. Hi Michael, it sounds like you have had some challenges with how the term delivery manager is used in your organisation. I’ve explained my position on using a framework in a job title, I’m not going to repeat it. 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. Trying to motivate people in a traditional sense is usually unsustainable. Service provisioning is a team challenge and you need to understand the service provider’s internal organisational support capabilities (documented in Operational Level Agreements (OLAs)), and balance them against the businesses’ service level requirements. 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. The description on the GDS service design manual. The majority of the time, you don't get to choose who works for you. I thought it was evident when I said we could discuss it but I also understand you could decide to discuss it in public. Recruiting in the last 24months has been a nightmare. This is a particular reference to the CSM qualification because this is what I have seen in job ads. She is referring not to what she or I think a scrum master is, but her experience of dealing with the recruitment industry. (Including mine They are also going to have to be change agents, challenging the status quo where it does not enable the team. London Shop Fronts (photo blog) It's not even mentioned in the new ITIL4 Foundation book, but the role still exists in many organisations around the world. Its interesting to see how agile is evolving as more and more companies of different sizes are changing the way they deliver. Some of who you will find at meet-ups, Your email address will not be published. This is rude towards the many very good and very agile delivery managers that I know. 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? 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. Mix up the quick wins and the steady progress toward the bigger picture goals. It describes the person in a skilled, multidisciplinary team whose is concerned with is enabling that team to deliver value. 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. Great description! This is what the written media has. So I appreciate both sides of the discussion. I hope this idea sinks in your brain and helps you to stop supporting prejudices and rejection that other people do based on their limited knowledge, you should have point them into the right direction instead. Excellent article Emily. Mark Stanley, for example, has outlined A day in the life of a delivery manager at GDS. Now that it’s public please make my apology also public if you don’t mind. 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. 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. Witness the Fitness Club The SLA discussions (service review meetings) should allow us the opportunity to ensure we can develop a real and long lasting ‘win-win’ opportunity. Delivery managers focus on completing projects, controlling business processes, and making a company effective. The delivery manager is concerned with the health and happiness of the team members and how they work together. 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. Team time is precious time. 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. 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. Especially when 6 months ago they were a BA who once attended a Stand Up. 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 … Service delivery managers may be in charge of couriers. Agree with the focus on Agile but the ‘delivery support’ aspect in a non-agile organisation can be all-consuming. 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. I honestly apologise, when I read it yesterday I understood you were supporting the fact that Scrum Masters found lately are “junior facilitators”. 10+ years experience. Your mention about the £1K one needs to spend before becoming a Scrum Master tells me you don’t know about 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. Copyright © 2002 - 2020 Purple Griffon Limited. 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. I don’t work at that organisation and I know for a fact that there are women there too. I cannot go back in time and do it better but I still can recognise your good work. 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. 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. They will. Thanks for your comment, there are some great clarification points in here. The project manager needs to be a good team builder. Pattern and Yarn (knitting hats for charity) 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. I really enjoyed reading your article on the role of a Delivery Manager and it’s comparison to other similiar roles. This is true of any role. 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. It was totally my fault as I misinterpreted what I read but that doesn’t excuse the fact that even with that I did not do my best to make sure that I write a non-attacking comment, even more when I was criticising what I believed to be an attack to Scrum Masters in general. Scrum has its roots in Lean. This title was made up to effectively rebrand project managers and make them seem more agile. As previously discussed this will depend on your organisation, its strategic goals and structure and your place within it and your customer base. Turns out we have 500+ ‘Agile Coaches’ in Yorkshire according to LinkedIn! … I'm Steve Bruce, one of the Delivery Managers in the DWP Transformation Hub in Leeds. Would you be available for a chat on my lean-agile podcast? It is quite inspirational to learn of the multiple views of different people and validates the blog and the comments. 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. 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. All these aspects are important and some are easier to learn than others. Show me where in the Scrum guide where it refers to a deliver manager. Communities of practice research Hope you enjoy the book! 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. A scrum master or product owner are not managers in my opinion. Required fields are marked *. Google set out to determine what makes a manager great at Google. 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 … 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. 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. 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. A good delivery manager delivers the correct scope, on time, on budget and with quality. 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. A Tool for tracking Kanban projects (that you can cut out and keep), Pattern and Yarn (knitting hats for charity). 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. That being said, there are 4 qualities that everyone can agree are essential for a good manager to possess. 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. In larger organisations, this part of the role can be substantial and may call for additional organisational coaches. Did this gave me – as a experienced Scrum Master – any extra value? Hate is not that direction IMHO. No related titles found. 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. I have come across this blog article while preparing for an interview for “delivery lead manager” role. In this type of SDM role your hands-on experience and knowledge is critical in supporting both the SLM and BRM roles. How much does a IT Delivery Manager make? 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. As previously discussed this will depend on your organisation, its strategic goals and structure and your place within it and your customer base. Agile teams need coaching, facilitation and enablement. 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. 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. There may also be a need for a delivery manager to have particular technical skills or understanding of what the team is delivering. 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. The national average salary for a Delivery Manager is £57,263 in United Kingdom. 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. Agile informs the Delivery aspects of a Project in terms of the approaches, techniques and mindset used by the Delivery team members/specialists to rapidly, incrementally, and continuously deploy product features or updates, in the most efficient way possible. As Victoria correctly pointed out, I fall into the same trap when writing job adverts. 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. People are Key, relationships are key and a willingness to make it better is vital. Common practice is to add a significant buffer to your estimate by fear of not complying with money and time. Non-agile governance – which most of us have – still wants a single person to grill and interrogate: the old PM role. Peoria, IL Area area. 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. 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. 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.

what makes a good delivery manager

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