Synopsis

The Delivery Manager will oversee a portfolio of initiatives within the Value Stream. The Delivery Lead will be responsible for the end-to-end delivery of projects within their portfolio from the planning and phase to project delivery and closure while working in partnership with product teams to deliver significant business value. Time, budget and quality are key performance indicators of delivery. The projects may use both waterfall and agile methodology.

This role will lead and manage the project team/s and act as the interface between the product and the project to ensure the business objectives are met. The Delivery Lead will lead a team of project managers/scrum masters as well as managing some of Etihad\'s largest and most complex initiatives. They will provide advice and guidance on best practices, processes and project management techniques. Note that this role is based on an 18-month fixed-term contract.

Accountabilities

• Perform team-facing role within projects/releases/programmes, using Agile project management methodology.
• Build and lead high-performing and self-organising cross-functional teams, in order to deliver all components of the allocated work within prescribed time, cost and quality metrics.
• Create and grow a team culture that values collaboration, innovation, agile delivery, cross-skilling, sponsor engagement, continuous improvement and team success.
• Facilitate collaborative activities and team meetings, e.g. Discovery workshops, estimations, feature elaboration, release and iteration planning, daily stand-ups, Scrum-of-Scrums, retrospectives and showcases.
• Responsible for the benefits realisation of all projects managed
• Own the stakeholder management plan and deliver effective communication (written and verbal) at an executive level ensuring regular progress updates are provided
• Proactively manage project or program financials and work with the Strategic Supplier & Cost Optimisation Lead to drive efficiencies
• Work with the appropriate teams in DTI to effectively manage project resourcing and commercials including forecasting, time management and invoicing
• Work with the PMO to ensure alignment with governance, best practices, standards and processes for waterfall delivery
• Work with the Value Stream Lead and other Delivery Leads to define the career path for Project Managers while overseeing the learning and development plans for these resources

Education & Experience

• 3+ years of experience in managing complex, and cross-functional projects, programs and portfolios. Airline industry experience is beneficial
• Bachelor\'s degree in Computer Science, Business Administration, Engineering, Software Engineering or equivalent is mandatory
• Certification in Agile Project Management or equivalent is mandatory
• Proficient in using Microsoft Office Project and Project Management tools
• Deep experience in managing multiple large-scale technology projects in both Agile and waterfall project management methodologies and the ability to blend them together in the right proportions to fit a project and business environment
• Ability to evaluate and address complex project risks and issues accurately and objectively
• Demonstrable track record in project management with implementation of contact center solution in a multi-vendor hybrid model. Experience with NICE platform is valuable.
• Strong knowledge of call collection, distribution platforms, IVR, ACD, WFM, Knowledge base, agent assist, quality and performance management is desired
• Showcase strong working relationship with product management and technical teams to implement the multi-vendor solution.
• Experience and exposure having delivered projects and run teams in digital touchpoints primarily in the web and mobile apps space
• Experience in leading product delivery scrum of scrum for multiple agile teams. Ideal candidate is certified and knowledgeable in Scaled Agile Framework (SAFe)
• Experienced in reporting progress via information radiators.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world\'s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad\'s codeshare partners, Etihad\'s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world\'s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

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COVID-19 UPDATE: The health and safety of our communities\xe2\x80\x94including our employees and our candidates remains our top priority. From a recruiting perspective we are continuing to identify people for roles with Etihad in anticipation we will be able to hire, however the process may take longer because we are using more virtual recruiting techniques, and start dates may be delayed because of guidance from the governments in the countries we operate in. We appreciate your understanding and flexibility, Stay safe and healthy.

Etihad Airways