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Delivery Manager (3rd Line Support)

Methods Business and Digital Technology
London, GBR
Onsite
Discovered 2 weeks ago
Agile deliveryScrumKanbanLean principlesIncident, problem, and change managementIT service management (ITSM)

Full Job Posting

About Methods

Methods is a UK-based IT services consultancy working with central government and other public-sector clients, and building a private-sector portfolio.

Methods describes its work as focused on transformation, delivery, collaboration, and end-to-end business and technical solutions.

Role overview

The Delivery Manager leads a multidisciplinary third-line support function embedded within a core development team.

The role owns delivery of complex bug fixes and problem resolution, team performance, delivery cadence, and quality.

The role balances urgent, unplanned support work against planned feature development.

Core service hours are 8am–8pm Monday to Friday and 8am–6pm Saturdays.

Responsibilities

  • Lead and motivate technical leads, developers, QA engineers, and business analysts; coordinate incidents and manage SLAs and KPIs.
  • Use the client’s ITSM toolset to manage incidents, problems, and changes.
  • Manage Agile delivery of features and fixes and facilitate sprint planning, stand-ups, retrospectives, and backlog refinement.
  • Remove impediments, manage risks and dependencies, and communicate with senior stakeholders, product managers, second-line AMS, and product domain teams.
  • Track team velocity, project progress, and support metrics; maintain clear issue handoffs and share resolution feedback and knowledge articles.
  • Manage backlog quality and ticket prioritization while balancing urgent production bugs with planned feature work.
  • Facilitate root cause analysis and ensure robust, tested fixes address underlying architectural issues.
  • Oversee code-reviewed, tested hotfixes and patches deployed to production AKS via CI/CD pipelines.
  • Work with support teams and Product Management to identify trends, communicate fixes, and drive long-term product stability.

Essential skills and experience

  • Proven experience as a Delivery Manager or Scrum Master delivering complex software projects.
  • Expert knowledge of Agile, including Scrum and Kanban, and Lean principles, with experience implementing and improving these practices.
  • Experience leading multidisciplinary technical teams, including developers, QA, and business analysts.
  • Strong stakeholder management and communication skills.

Service schedule

  • Core service hours are 8am–8pm Monday to Friday and 8am–6pm Saturdays.

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