Product & Delivery Team Lead - Security & Support

**About The Role**:
**Position Summary**

The Product & Delivery Team Lead - Security & Support role’s responsibility is leading a Delivery team.

The team’s primary focus is on our Security product portfolio, from which customer solutions must be delivered on time, to scope, within budget and to the satisfaction of the customer.

Outside of Security products, the team will also support the delivery of projects across our full multi-solution portfolio and will include two experienced delivery coordinators to support customer facing projects.

The team will work closely with many stakeholders including Customers, Engineering, Customer experience & Growth teams to ensure a high-quality customer experience throughout the delivery of our services, prior to handing the working service into our operational teams. The Product and Delivery Team Lead is responsible for the day-to-day leadership of the team, ensuring that high standards of work are maintained, effective workflow management and KPI reporting is created and there is ongoing coaching and development of Product Delivery Coordinators and Delivery Support coordinators

**Role Mission**

Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. The role will require a customer-facing leader to lead a team of Delivery Coordinators, orchestrating the delivery of the overall portfolio of work, within the budget and to a high-quality standard to clients.

**Objectives and Key Results**
- Drive timely delivery of customer orders from our full multi-solution portfolio, including Networks, Cloud, security and collaboration products, which will contribute to our NPS and revenue growth
- Communicate product delivery status updates to management and stakeholders mitigating risks and issues where possible, but escalating in accordance with escalation criteria, as appropriate.
- Support creation of and adherence to best practice to drive delivery management discipline across the customer PMO
- Responsible for the daily workflow of the team, ensuring that all activity required for delivery is maintained.
- Operates a capacity-based model, working across the team to provide a transparent understanding of both current and forward-looking capacity/skills to underpin the key tasks of the team.
- Work collaboratively with the wider business to increase team capability, promoting the sharing of knowledge and ideas
- Support the Customer Project management function with shared knowledge, practices and resources
- Ensure Delivery team has clear roles, responsibilities, priorities and goals to focus delivery and effectiveness

**Essential duties and responsibilities**
- Responsible for the daily workflow of the team, ensuring that all activity required for delivery is maintained.
- Operates a capacity-based model, working across the team to provide a transparent understanding of both current and forward-looking capacity/skills to underpin the key tasks of the team.
- Where needed, ensure the team work closely and in a documented manner with Customer Success and Growth teams to understand and capture customer requirements, and show awareness of any potential account challenges which will impact delivery.
- Compile and utilise appropriate reports on delivery to drive an efficient delivery experience
- Ensure that data is accurate, and projects are tracked and closely managed through an agreed digital tool to provide visibility for forecasting and reporting purposes
- Manage portfolio risks and issues and project risks that have been escalated from individual projects, working closely with the Escalation Management Lead
- Create close collaboration with Technology Practice teams to drive operational effectiveness and performance improvement.

**People Leadership**
- Lead the team of Product Delivery Coordinators and Delivery Support coordinators by providing clear objectives and regular performance reviews to ensure all staff are performing in line with set standards
- Continuously develop skills and capability of delivery coordinators through creation of training and career development plans
- Responsible for career development and performance of the direct reports to ensure the team’s capability is in line with the Claranet strategy
- As required, oversee the planning and recruitment of new staff and teams to support the achievement of business goals. Collaborate with HR and People Team to attract and develop great talent as needed and for key employees, ensure the appropriate retention and development plans are in place.

**Teams to collaborate with**
- **Customer Success and Growth** - ensure the team work closely and in a documented manner with Customer Success and Growth Teams to understand and capture customer requirements
- **Customer Experience and Managed Services** - ensure projects are aligned to the managed services framework and onboarded effectively through the transition int