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Customer Delivery Lead

Customer Delivery Lead

About Tecknuovo

Tecknuovo is a technology consultancy with a Deliberately Different approach. This
means we genuinely focus on people, not just technology. We move at pace and
ensure Zero Dependency on us at the end of each project. Our mission is to challenge our industry’s norm of supplier dependency. We don’t only build and deliver solutions — we train and up-skill our customer’s teams to transfer complete ownership to them after we exit the project. We help our customers achieve lasting transformation. We are techies, chefs, wannabe sports stars, coders, comedians, mothers, fathers, gamers, superhero’s, book worms, geeks and creatives. We are deliberately different.

About the Delivery Hub

The Delivery Hub is responsible for ensuring client expectations are exceeded with
every interaction and throughout every engagement lifecycle. Delivery is the heart of
Tecknuovo, where our reputation, values and behaviours align to ensure successful
outcomes and repeat business that aligns with our mission.

You will sit alongside our other hubs (from Engagement, Talent, Marketing, PMO,
Finance & Compliance), and is a mixture of permanent and associate consultants
providing delivery services to our clients.

About the role

As a result of our rapid scale, we are looking to expand the number of permanent
Customer Delivery Leads within our practice. This is a genuinely exciting opportunity
to work with some of the very best in the business, creating and applying proven
patterns of work to create incredible business outcomes.

As a Customer Delivery Lead, you’ll be responsible for building strong teams from a
mixture of disciplines, capable of ensuring the successful realisation of products or
services for our clients. You will be trusted by the customer and you will ensure that
Tecknuovo has the outcome, the customer and our “customer’s customer” front of
mind.

In any given week you may find yourself travelling to a client site to build relationships and solve challenges, facilitating a remote planning workshop or coaching/mentoring a person in a client team. Expect to be developing proposals and creating assets.

Expect variety, pace, and challenge. Having a desire and willingness to share
knowledge and to co-create is essential. Our Customer Delivery Leads are expected to become leaders in their field, so you will be passionate about lean/agile delivery techniques and the latest trends for exceptional technology delivery.

When you are not delivering outstanding value to our clients, you will have the chance to provide thought leadership to technical communities to help build awareness around the best practices we are looking to implement across Tecknuovo’s practices.

Key personal attributes:

• Exceptional communication skills, creating trust through authenticity and knowing
when to react and challenge.
• Out of the box thinker who can look beneath the surface of things, rapidly
identifying and solving impediments to delivery.
• Ability to work at a rapid pace to meet client and Tecknuovo expectations, adapting
to changing requirements quickly and with resilience.
• Ability to work collaboratively as well as alone; able to prioritise workload and safely
context switch in a busy role.
• Self-starter who requires little direction.
• A deep passion for technology.

Key responsibilities

• You actively listen and engage with stakeholders to understand their business
problem or outcome and mapping that back to the technical solution that will
deliver on those outcomes.
• Be able to build successful delivery teams. You understand team dynamics and use
modern motivational techniques to influence how a team operates.
• Be a catalyst for communication, encouraging team members and clients to speak
up and share insight that will safeguard the success of the project.
• Superb facilitation of key client and team workshops, whether in-person or remote.
• An advocate for the use of data in guiding decision making using appropriate
metrics.
• Development of brilliant, context specific processes based on modern lean/agile
principles that ensure that the work flows effectively
• Establish continuous improvement patterns that allow the team to continually
reinvent those processes in pursuit of ever-increasing performance.
• Ensure that data essential for tracking our commercial agreements and
demonstrating our value is captured and shared effectively.
• Ensure exceptional levels of quality in both outcomes and outputs, leading to high
levels of client satisfaction.
• Be commercially aware, support and understand the constraints of any given project
and navigate those constraints.
• Be capable of taking a long-term view, with exceptional approaches to identifying
and dealing with risks, issues, dependencies, and assumptions that may derail any
initiative. Typical Engagement Stages. Core roles performed by the delivery hub during the engagement lifecycle

Pre-engagement / sales:

• Supporting Engagement hub with qualification and management
• Running discovery (pre-sales) workshops
• Supporting stakeholder mapping
• Identifying new growth opportunities
• Describing requirements and deliverables
• Customer on-boarding
• Project goals and objectives & success criteria
• Account and team structure
• Associate onboarding presentation
• High-level release plan (where applicable)
• Stakeholder mapping
• Associate vetting and onboarding
• Deliverables Validation

Delivery

• Project delivery (scrum, agile, kanban, waterfall)
• Spotting any new opportunities
• Client QBRs
• Producing any client status reports
• Client stakeholder management
• Maintaining the RAID log for clients in JIRA
• Account Governance Calls
• Sprint planning
• Internal updates on engagements
• Reporting against sprints or overall plan
• Team retrospectives
• Transition and off-boarding
• Obtaining value metrics for case studies

The experience

• 3-5 years of delivery knowledge with a background in successfully achieving client
outcomes.
• Deep understanding of several different delivery methods together with an
awareness of their underlying principles, and how those principles can be applied in
unconventional environments.
• Ideally have worked within a consultancy or a variety of interesting, challenging
organisations.

Your support

We advocate for a continuous learning culture with bespoke training programmes to
support you in your career growth. We recommend and contribute towards study
materials, courses and conferences that will help you learn and further develop your
skills.

You will be supported by the internal marketing team and you will have the
opportunity to speak at meetups, run podcasts, write blogs and present at multiple
different public events which will enable you to stand out as a leader in the space.
As well as conducting monthly growth canvases to support you in reaching your full
potential.

Our values

Here at Tecknuovo, it should be possible to see our mission and values at work every single day. Every practice, policy, interaction, or reward is recognisably tied to them. As we continue our journey to scale, we might not always get things right — we are all human after all. However, these will be our anchors, something which we expect everyone to hold each other accountable for:
• Make genuine connections
• Have the courage to act
• Embrace the pace
• Move information freely
• Be curious, always
 

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