Senior Agile Delivery Manager

DWP Digital
Blackpool, UK
09 Sep 2019
21 Sep 2019
Contract Type
Full Time
Senior Agile Delivery Manager: Up to £57,688 20%+ pension contributions, great benefits, flexible working and work life balance

If you're creative with a passion for learning new things, want to be empowered to make decisions and challenge the norm, and want to bring your ideas to a MASSIVE digital challenge then you'll love it here.

We're looking for talented Senior Agile Delivery Managers to join DWP's Digital Channels project and become a key part of one of the UK's biggest and most high-profile digital transformation programmes.

What is Digital Channels?

Digital Channels is a key enabler in DWP's journey to becoming a modern, digital organisation. And it's big. We're redesigning and delivering distinct but interrelated communication channels to over 20 million citizens each year. We handle 120million transactions each year, rising to 210million by 2022/23.

With a focus on intelligent technology, citizen-led design, and automation, we're developing an omnichannel service that will provide a high quality, integrated and seamless customer experience and save up to £450m by 2023.

You'll join our award winning Next Generation Contact Centre (NGCC) team.

DWP's Next Generation Contact Centre is the largest contact centre network operating in the UK. Supporting more than 28,000 agents in over 135 locations as they deal with 6 million calls per month, we have a unique opportunity to transform the way DWP communicates with citizens.

Our service is built on a market-leading Genesys platform, unlocking functionality that will allow DWP to deliver an orchestrated, omnichannel experience for citizens, improve internal communication, support information sharing and assure security.

NGCC and Genesys won the Gold Award for Innovation at the European Contact Centre and Customer Service Awards. Over the next three years we will continue to innovate to enhance the user experience and drive efficiency.

You and your role

You will be a strong Agile practitioner with experience of the nitty gritty of leading delivery teams. Here you will build teams working on NGCC and manage projects. You'll have a brief for creating digital enablers which will help transform how our contact centres operate.

As a proven people manager you will own and build relationships with technical teams, product owners, senior stakeholders and third party suppliers and ensure that team dynamics are maximised to guarantee delivery.

This is BIG! You will be exposed to opportunities the size and scale of which cannot be underestimated, and the complexity, benefits and impact of what we are doing is massive.

You will be responsible for delivering a wide suite of capabilities and services through these agile, multidisciplinary teams, whether that be telephony, self-service, or customer portals. You'll touch exciting technologies like Speech Analytics and Virtualisation as we continue to innovate and evolve.

What are we looking for?
  • Project Methodologies
  • Project Management Accreditation
  • Project Management Tools
  • Experience of working in an agile environment in an end-end project
  • Experience of leading a delivery team
  • Experience of managing a live service

Where will you work?

You'll join our team in your choice of Blackpool or Manchester.

In Manchester we're right on St Peter's Square with great views over the town hall and Central Library, so we're easy to reach by train, tram, bus or bike. We have lock-up in the basement, with showers, if you do like to cycle in.

Accessible from across the North West, our beautiful Blackpool hub, sits in a nature park full of wild rabbits, birds, carp and even a family of otters. Inside you can enjoy gym facilities, wellness and relaxation zones, collaboration spaces, coffee shops a canteen and lots more.

We provide the latest tech and tooling and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things. You will work alongside people who care passionately about public service, making a difference and delivering for our customers.

In Channels we believe in giving you a working experience that meets your needs and expectations and that means a focus on work-life balance, flexible hours, team-based working and the ability to work from multiple locations.

We are an equal opportunity employer and we welcome applications regardless of age, disability, gender, race or sexuality.

Our Offer

In return for your skills we offer competitive salary up to £57,688, a brilliant civil service pension, and a generous leave package.

We also have a broad benefits package built around your work-life balance which includes:
  • Flexible working and family friendly policies
  • Volunteering and charitable giving
  • Discounts and savings on shopping, fun days out and more
  • Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
  • Sports and social activities
  • Learning and development, including coaching, mentoring, progression opportunities and guaranteed 5-days formal learning per year.
  • And lots more

CLICK APPLY for further information and to start an application on Civil Service Jobs.

If you have any questions of you want to discuss the role before you apply get in touch with me via

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