Service Delivery Manager

Hello

FCM part of FTCG is one of the worlds largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries FCMs flexible technology anticipates and solves client needs supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience.

As part of the ASX-listed Flight Centre Travel Group FCM delivers the best market-wide rates unique added-value benefits and exclusive solutions.

Winner of the Worlds Leading Travel Management Company Award at the WTM for nine consecutive years (2019-2011) FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24/7 service and are available online and offline. FCM has won the coveted Great Place to Work certification for the fifth time! FCM Travel India is one of Indias Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services.

A leader in the travel tech space FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

Day in the life:

Delivery Focus:

Ensure measurable business objectives and SMART Goals are incorporated into streams of work aligning technology and business strategy.

Liaise closely with Product Managers Product Owners and other leaders to deliver initiatives and products utilising lean and agile delivery methods.

Coach and empower teams to take accountability for delivery risk and issue management and assist by assisting to remove blockers or escalate if necessary. Enable and support external delivery partners to optimise and deliver valued outcomes externally.

Develop a team environment that supports team engagement and high performance in a diverse distributed and partnered team. Proactively manage and address performance issues in delivery team members.

Builds strong relationships with internal customers stakeholders and integration teams to ensure delivery is smooth and customer centric.

Provide advice and thought leadership to ensure successful design and implementation of technology strategies that align with company goals and strategies.

Manage team operations including portfolio planning resource financial and risk management.

Assists in preparing delivery release notes across teams. Makes effective decisions and embraces change:

Identify understand and communicate issues problems and opportunities.

Are driven by achieved business value Accept constructive feedback in an open fashion

Creative problem solver able to build contingency plans and handle stressful situation with professionalism.

Teamwork & Collaboration: Establish and drive efficient cooperation between teams

Liaise with internal stakeholders to ensure design solutions meet both customer consultant and business requirements.

Foster collaboration within the team to ensure consistent customer experience across range of products.

Communication: Foster open communication.

Listen actively.

Practice information sharing.

Present ideas and concepts logically and clearly.

Youll be perfect for the role if you have:

4 years experience as a Project Manager Delivery Manager or Release Train Engineer

Excellent knowledge/experience in the application of Agile and Lean approaches to Product and Service delivery.

Proven capability in contributing to the strategic direction of a department.

Excellent adaptive team leadership capabilities including the ability to foster productive team dynamics engage and enable teams and coach for performance.

Strong communication and interpersonal skills including negotiation and influencing skills.

Ability to lead dispersed and diverse agile technology teams to deliver continuous value for customers.

Demonstrated learning agility and ability to rapidly adjust to new contexts technologies and trends.

Able to create effective team environments for people to innovate and learn.

Proven ability to consult and facilitate discussions regarding alternative approaches and to broker consensus across broad stakeholder groups.

Strong stakeholder management planning organisation decision making and time management skills.

Ability to prioritise multi-task and effectively delegate.

Experience in program management or project management with the ability to manage several projects concurrently.

Experience managing off-shore vendor delivery.

High level of flexibility with a strong ability to lead others successfully through cultural process system and transformational change.

Ability to contribute to and understand strategic perspectives and translate into tactical actions.

Added advantage: Experience facilitating scrum of scrums or multi-team coordination

Agile certification (e.g. CSM PSM)Experience with SAFe

eCommerce and retail background Experience in using the Atlassian suite

Experience facilitating distributed workshop using Teams#LI-JM1#FCMIN#LI-Onsite

Work Perks! - Whats in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. Its also why we offer some great employee benefits and perks outside of the norm.

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

Market Aligned remuneration structure and a highly competitive salary

Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself

Work life Balance: We believe in No Leave No Life So have your own travel adventures with paid annual leave

Great place to work- Recognized as a top workplace for 5 consecutive years which is a testimonial of our commitment towards our people

Wellbeing Focus- We take care of our employee with comprehensive medical coverage accidental insurance and term insurance for the well being of our people.

Paternity Leave:We ensure that you can spend quality time with your growing family

Travel perks: Youll have access to plenty of industry discounts to ensure you continue to broaden your horizons

A career not a job: We believe in our people brightness of future. As a high growth company you will have the opportunity to advance your career in any direction you choose whether that is locally or globally.

Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - Youll have to experience it to believe it!

Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you cant miss in our people or service.

We value you...

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.

Who we are...

Since our beginning our vision has always been to open up the world for those who want to see.

As a global travel retailer our people come from all different backgrounds and our connections spread to the far reaches of the globe - 20 countries and counting! Together we are a family (we call ourselves Flighties).

We offer genuine opportunities for people to grow and evolve. We embrace new experiences we celebrate the wins seize all opportunities and empower all of our people to find their Brightness of Future.

We encourage you to DREAM BIG through collaboration and innovation and make sure you are supported to make incredible ideas a reality. Together we deliver quality innovative solutions that delight our customers and achieve our strategic priorities.

Irreverence. Ownership. Egalitarianism