Delivery Manager - CRM
We're looking for an experienced Delivery Manager to help drive the successful delivery of our CRM transformation programme. Working across Salesforce and customer experience platforms, you'll lead the delivery rhythm of one or more agile squads, helping teams deliver high-quality solutions that improve colleague and customer experiences. You'll work closely with Product Owners, engineers, architects and business stakeholders to ensure priorities are delivered efficiently, risks are managed proactively and teams are continuously improving. This is a fantastic opportunity to join a major transformation programme and play a key role in modernising customer service technology used by thousands of colleagues and millions of customers.
What you'll be doing
- Lead and coach one or more multidisciplinary agile teams, creating an environment where teams can deliver consistently and effectively.
- Facilitate planning sessions, stand-ups, reviews and retrospectives to drive collaboration and continuous improvement.
- Support teams in delivering work predictably by identifying and removing blockers, managing dependencies and driving timely decision-making.
- Partner with Product Owners to ensure work is well understood, appropriately planned and ready for delivery.
- Use delivery metrics and performance data to improve team effectiveness, delivery predictability and flow.
- Provide clear reporting on delivery progress, risks, dependencies and milestones.
- Coordinate delivery activity across multiple internal teams, suppliers and technology partners.
- Ensure solutions are released safely and are fully operationally ready.
- Foster a culture of accountability, continuous learning and agile best practice.
- Drive ongoing improvements to delivery processes, team performance and customer outcomes.
About you
You'll be an experienced Delivery Manager, Scrum Master or Agile Delivery Lead who enjoys helping teams perform at their best. You'll be comfortable working in complex technology environments, balancing multiple priorities and supporting teams to deliver value at pace while maintaining quality.
Essential experience
- Proven experience as a Delivery Manager, Scrum Master, Agile Delivery Lead or similar role within a complex technology environment.
- Strong understanding of Agile delivery methodologies, including Scrum and Kanban.
- Experience managing risks, dependencies and delivery activity across multiple teams and stakeholders.
- Strong ability to coach and support high-performing agile teams.
- Experience using delivery metrics and performance data to drive improved outcomes.
- Excellent stakeholder management and communication skills.
- Experience supporting the full delivery lifecycle from planning through to release and live service support.
- Experience working with delivery tools such as Jira, Azure DevOps or Confluence.
Desirable experience
- Experience delivering Salesforce, CRM or customer experience platforms.
- Experience working within large-scale transformation programmes.
- Agile, Scrum Master or SAFe certifications.
- Experience managing third-party suppliers and delivery partners.
- Experience within customer-focused, operationally complex organisations such as logistics, retail, utilities or financial services.
Why join us?
You'll be joining a major customer experience transformation programme with the opportunity to influence how technology is delivered across a large and complex organisation. You'll work alongside experienced product, engineering and customer teams, helping to shape modern CRM and customer service capabilities that have a real impact on colleagues and customers.
What's in it for you?
Opportunity to work on large-scale customer and colleague experience transformation.
Exposure to Salesforce, customer experience platforms and modern digital delivery practices.
Collaborative and supportive agile environment.
Significant scope to influence delivery approaches and ways of working.
Benefits & Rewards
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Supportive and generous company sick pay
- Funded Dental - As a manager you are eligible to a level of employer funded dental insurance**
- Health Assessment - As a manager you are eligible to an employer funded health assessment every 2 years**
- Benefits Account - With more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
- Your Wellbeing - you and your family have 24/7 access to a range of free services and tools, offering support for physical and mental wellbeing, financial guidance, and social support whenever you need it.
*Eligible for enrolment in NEST pension plan after 3 months service and CDC pension scheme after 12 months service
**Available only to permanent employees
Delivery Owner employer: Royal Mail Group Plc
Royal Mail Group Plc is an attractive employer due to its commitment to employee development and safety. With competitive salaries and a comprehensive benefits package, it provides a supportive work environment. The company also emphasizes flexibility and stability in its roles, making it a desirable place to work.
