Backbase 4.3 ★

As a Delivery Manager, you will be responsible for supervising the quality of our delivery with some of the customers within one tribe. You will be required to carefully steer and monitor performance across these projects and maintain customer success and satisfaction while ensuring that our relationship with them continues to grow.

You will engage the customer at the executive level, presenting our delivery strategy and supporting the larger Customer Success Team in creating new opportunities. You will also occasionally support the Sales Team, provide guidance to the Operations Management function and collaborate with the R&D department and the technical area to align the delivery strategy with the technical implementation.

You will lead and provide expertise to functional project teams and will participate in cross-functional initiatives. You will need to act as an expert providing direction and guidance to process improvements.

Qualifications

• 5-8 years experience
• Solid experience in financial sector
• Managed multiple projects and multiple teams
• Can demonstrate experience in startup / scaleup environment
• Total budget management in a point of time above 1.2 Mn
• Managed a programme
• Agile coach experience
• Capable of managing commercial responsibilities
• Bachelor's degree or higher
• Professional working proficiency in the English and local language

Competencies / skills

Result driven

• Portfolio of 3-4 service lines across customers.
• Accountable for closure of SoW/CR/Fixed Price/ Penalty contracts and SF updates.
• Accountable for quality and zero surprise risk managed delivery.
• Capable of influencing customer c-suite for dependencies and risk mitigation.

Hygiene

• Always compliant with BB mandatory training / certification.
• Accountable for hygiene parameters for the PMs in the portfolio.
• Certified expert in multiple methodologies: Scrum / Agile / SAFe / Waterfall / ITIL / Prince2 / PMP.
• Manifests leadership in contextualizing the delivery methodologies, project management concepts, and soft skills
• Expert in manifesting hard skills in scope: change, quality & risk management.
• Excellent soft skills in active listening, objection handling, reasoning, debating, influencing, presenting, and teamwork with a perpetual commercial and financial savviness.
• Expert in manifesting consultant mindset (influence & persuasion, negotiation skills, confidence to push back when necessary).
• Local champion of BB Delivery Hub to improve adoption of BB WoW and best practices.
• Model Delivery CitizAmbassador of BB values for the project team and for the customer.

Stakeholder Management

• Accountable for 'no-red' relationship in customer stakeholder map.
• Accountable for driving communication strategy.
• Capable of articulating the value added by BB during NPS conversations with the customers and coaches project team on qualitative NPS exercise.
• Defends tough situations, influences turnaround strategies, and is able to deliver bad news without getting defensive.
• Constantly strives to be a Trusted Advisor for the senior customer stakeholders (articulate BB delivery excellence, cross pollinate learnings/ best practices etc.).

Commercial

• Accountable for revenue under management, margin under management, predictability of revenue projections, SLAs under management for signed contracts.
• Accountable for time sheet hygiene for the entire team followed by accurate invoice generation / validation / submission to the customer.
• Actively coaches PMs in maintaining commercial hygiene.
• Shapes and drives margin improvement / efficiency initiatives.
• Supports CSD / RVP in modeling resource loading, commercials, margins and in eventual closure of PS / MS deal with customers.
• Supports ARR expansion opportunities and qualification with AE / RVPs.

Team

• Accountable for quality of collaboration in remote and in-person setup.
• Accountable for developing and nurturing rapport with the entire team and to provide a safe place to provide constructive feedback and to voice concerns / seek support.
• Leverages one's Trusted Advisor status with customers to invest in quality of collaboration.
• Capable of cross-pollinating the best practices for quality of collaboration, group dynamics, constructive feedback cycle, and recognition across the portfolio.
• Actively coaches PMs in handling interpersonal conflicts and in driving accountability.
• Capable of navigating sensitive situations with high emotional quotient to drive solutions that match BB values and customer success.
• Constantly manifests instances of professionally growing PMs whileweeding out quality / ethics / compliance situations.

Product

• Accountable for building product knowledge and fostering continuous learning for self and PM(s)
• Constantly mentors the core team on BB roadmap evolution and nuances in product catalog, value proposition, value of initiatives like Model Bank, Grand Central etc.
• Actively coaches PMs in building their product knowledge, BB value proposition, and the art of demo'ing to customers.
• Responsible for identifying key BB product stakeholders across value streams to build a rapport and collaborative relationship on an ongoing basis.
• Accountable for MAINTs and RFFs for the customer in his/her portfolio.
• Accountable for incorporating Exceptional Commits (if any) from the BB Product team.
• Responsible for creating a cadence of handshake with RVPs / Sales / SE team to understand new trends / needs in the market and what it means for BB value proposition.
• Actively supports (and as needed, leads) localisation of the product.
• Accountable for publishing product milestone case studies in close consultation with RVPs, and Marketing team.
• Capable of contributing to the presales efforts along with RVPs / SE / Sales team.

Way of Working

• Accountable for adherence to Backbase WoW process and guidelines in Delivery Hub.
• Actively coaches PMs in the engagement in effective contextualisation of Backbase WoW for a particular customer.
• Accountable for establishing an interaction model and a WoW with the customers in the portfolio.
• Accountable for executing proactive colocation with customers.
• Accountable for establishing and governing quality metrics with the customer.
• Accountable for aligning on commercial hygiene with the customer.
• Is able to advise / influence customer senior management on an effective way of working especially for the customers with lower agile / process maturity.
• Expert in establishing and governing rigorous Ways of Working with customers with Fixed Price / Penalty contracts.
• Leverages his status as Trusted Advisor to the customer working group to constantly bring in efficiency and effectiveness to the customer WoW.