Senior Delivery Manager

Backbase

The Job in Short As a Senior Delivery Manager, you will be responsible for supervising the best-in-class delivery service with some of the top customers. You will be required to carefully steer and monitor performance across these projects and maintain customer success and satisfaction while ensuring that our relationship with them continues to grow. Meet the Job Backbase is a fintech company that provides a software platform to help banks and credit unions modernize their digital services. Instead of building their own complex apps from scratch, these financial institutions use the Backbase Engagement Banking Platform to quickly create a seamless, customer-centric digital experience for their users. In essence, Backbase gives banks the tools to build a modern, user-friendly digital facade that sits on top of their older, legacy core systems. The role of a Delivery Manager, involves overseeing the delivery process of projects to ensure they meet quality standards and customer expectations. The Delivery Manager is primarily involved in the Setup phase of a project, supporting and executing activities such as planning, coordinating with various teams, and facilitating workshops like the CXO Workshops. They work closely with the Project Manager, Business Analyst, Solution Architect, and Engineering Manager, forming part of the core team responsible for successful project execution.   How about You * You have 10+ years experience in leading complex software delivery projects; * You can demonstrate experience in the banking/financial services sector(s); * You have experience with senior level stakeholder management in an international environment; * You have experience in an agile environment, experience with SDLC, SCRUM, and LEAN; * You have experience in distributed and remote agile delivery; * You enjoy visiting customers onsite and don't shy away to travel frequently; * You have excellent oral and written communication skills in Arabic and English; * You are based in Lebanon or Jordan.

Backbase

As a Senior Delivery Manager, you are the independent driver of success for large and complex projects, ensuring customer needs are met from the initial planning phase through to a triumphant go-live.  You are fully accountable for the final result, diligently managing the entire project lifecycle, including budget, risk, and scope. You uphold theBackbase way of working, translating process efficiency into a clear, practical reality for both the delivery team and the customer. You create a seamless environment where every single player, both on the customer and Backbase side, understands their role and is empowered to excel. While you maintain oversight on deadlines and key dates, you take care of three main areas; You ensure that  the BA lead secures necessary sign-offs (BSDs), runs a crystal clear jira admin with one source of truth. You ensure that the Engineering Manager with his team focus on delivering the BSD’s. You control the customer on scope and agreements made to deliver items from their end. Fundamentally, your role is that of a powerful facilitator. You handle the full spectrum of project administration, from governance, detailed reporting, and meeting setup (including Steering Committees) to intricate internal and external stakeholder management, budget tracking, payments, and team planning. You artfully remove every possible distraction, ensuring the team can work with laser focus on their tasks, maintaining a light touch that keeps you informed without interrupting their flow. As a forward-thinking leader, you also know how to leverage AI to enhance and streamline your project management activities. QUALIFICATIONS * Experience:+8 years experience; Solid experience in the financial sector. Managed multiple projects and multiple teams. Worked in scale up. Total budget management above 1.6 Mn. Capably managing commercial responsibilities. Experience in pre-sales efforts with an ability to work with Sales team to shape new deals * Domain Knowledge:  Knows concepts of planning, bench, CR and understands Banking Platforms. * Methodology: Can handle fixed price and Time and Material. Focussed on fixed price and kanban..  * Tooling: Proficient in Jira, Google suite and ideally familiar with  Productive. * Education: Bachelor's degree or higher. * Language: Professional working proficiency in English and local language. * Travel : Willingness and eligibility to travel internationally around 20/30%, as required according to customer needs including possessing necessary visa-free travel status.  COMPETENCIES / SKILLS Result Driven  * Accountable for delivering a complex project to a go-live. Fixed price or time and material. * Leads project planning and execution, driving the team to achieve milestones. * Accountable for project tracking, risk identification, and mitigation.  * Accountable for setting up and maintaining project administration structure and templates. * Ensures zero surprise delivery through risk mitigation plans. * Ensures adherence to quality framework along with Engineering Manager(s). * Responsible for maintaining SLAs under MS contracts. * Ensures structured transition from validated requirements to engineering execution across all portfolio projects. Hygiene * Ensures all project documentation and tools are accurate and compliant with BB WoW. * Prioritizes simple and effective communication over jargon. * Always compliant on BB mandatory training / certification and drives compliance for the rest of the project team. * Expert in manifesting hard skills in scope:  change, quality &  risk management. * Excellent soft skills in active listening, objection handling, reasoning, debating, influencing, presenting, and teamwork with a perpetual commercial and financial savviness. * Comfortable in manifesting consultant mindset (influence & persuasion, negotiation skills, confidence to push back when necessary). * Capable of leveraging and contributing to BB Delivery Hub to hone BB WoW, PM techniques, and delivery framework and acts as a local champion.  * Improving the backbase way of working is a requirement. Stakeholder Management * Manages operational communication with customer and backbase team.  * Defends project scope and decisions with clarity and honesty * Capable of establishing good relationships inside Backbase with Sales, Tech and R&D. * Comfortable in setting right expectations with the customer and pushing back as needed. * Constantly strives to be a Trusted Advisor to the customer. * Balances the attention towards the customer and keeping the teams productive. For the BA to get BSD’s signed off and for the EM to create working code with the squad. * Explains AI-driven delivery practices within the project context and aligns customer expectations on delivery model and value. Commercial  * Responsible for closing SoW / CR and tracking usage * Responsible for: project code setup, timesheets, invoicing, allocations, accounts receivable, team planning. * Tracking & reporting on margin & revenue Team  * Capable of creating a well planned and prepared Setup with tension in scope. * Able to keep the Sales team and R&D team involved and accountable. * Enabling the BA to create BSD’s and take away any operational or planning items * Enabling the EM to develop together with their team the required software.  * Proactively manages team dynamics and conflict resolution. * Capable of keeping the full team accountable for set deadlines, including the customer.  * Able to manage various locations, while cognizant that not all can or need to travel for meetings.  * Responsible for driving project tasks and subtasks lists with clear timelines and individual owners irrespective of seniority. Product * Responsible for attaining basic product knowledge and roadmap. * Participating and collaborating in joint roadmap sessions with customers with an adopt mindset with a qualified view on local market, regulatory needs, competitive landscape of the customer. * Responsible for identifying key BB product stakeholders across value streams to build a rapport and collaborative relationship on an ongoing basis. * Capable of managing feature requests and Maints in close liaison with the project team. * Accountable for tracking delivery of Exceptional Commits (if any) from BB Product team and its impact on engagement timeline;  Way of Working * Accountable for giving comfort to the customer that the chosen approach will secure the stated targets * Accountable for adherence to processes / guidelines in Delivery Hub (BB WoW).. * Accountable for developing, debating, and agreeing on an interaction model and a WoW in the context of the customer. * Accountable for adhering to agreed WoW and keeping both BB and customer accountable; Immediate escalation to CS Leadership. * Accountable for constantly communicating with the customer and documenting key decisions, deviations, and escalations in written format. * Accountable for developing and agreeing with the customer for planned colocation to improve collaboration. Accountable for drafting, establishing and enforcing quality metrics with BB EM; Periodic publication of metrics to customers.

CreateFuture

Working at CreateFuture CreateFuture is an AI-native consulting partner where people do work that matters and are supported to do it well. We work alongside organisations such as PayPal, adidas, NatWest, FanDuel and Money Saving Expert, building digital products and services that make a difference  while always putting people first. We’re a team of creators. We write code, shape delivery, build go-to-market strategies, develop AI solutions and create the practices that support our people. We work side by side with our clients, challenging what’s not working and helping them to build the future. Our commitment to craft, quality, and culture has helped us scale to over 600 people in just a few years. Our UK Benefits  * 35 days leave (including bank holidays).  * Private medical insurance. * Enhanced parental and adoption leave.  * Financial coaching + 5% pension match. * 40 hours of paid learning and development.  View our full list of UK benefits.  CreateFuture is a Great Place to Work-Certified™ company and has won Best Workplaces UK multiple years in a row. Join us on our journey. Let’s create tomorrow, together, today ABOUT THE ROLE AND TEAM: You own delivery outcomes end-to-end across scope, time, budget, and quality. You bring control and transparency to the accounts and/or engagements you run, and you leverage AI to enable yourself and others to focus on the real value add work. Your consulting experience allows you to adapt quickly into different client environments and you are comfortable operating with pace and ambiguity.  What you’ll be doing: * Managing overall project timelines and track progress against key milestones (across time, budget & quality). * Managing team performance and delivery health. * Identifying and managing risks, issues, and dependencies. * Building relationships with internal and external stakeholders, ensuring effective and transparent communication. * Providing regular progress updates and escalation of issues when necessary. * Removing blockers and supporting your team in overcoming challenges. * Navigating and resolving conflicts where needed. * Maintaining a good level of governance i.e Keeping a clear record of decisions and progressing action items. * Organising and facilitating key meetings and ceremonies. * Providing constructive input and challenge to stakeholders to ensure best outcomes. We’d love to talk to you if you have: * Proven project/delivery management experience in a consultancy/client services based model. * A good understanding of commercial constructs and delivering client/customer outcomes. * Experience in project discovery or strategy work. * A recognised delivery certification like Scrum or PMP. * Strong communication and stakeholder management skills. * Excellent organisational and planning abilities with a capacity to multitask effectively. * The ability to juggle competing priorities and remain focused under pressure. WHAT WE’LL OFFER YOU: We trust people to do their best work. That means flexibility over rigid rules, impact over activity, and real investment in your growth both professionally and personally. You’ll be part of a supportive, and friendly culture, surrounded by smart, curious people who care deeply about what they do. We offer flexible working, including hybrid and remote options. Our office hubs are located in Edinburgh, Leeds, Manchester, London and Bulgaria, with occasional travel to client sites or CreateFuture offices when needed. We trust you to manage your time balancing collaboration with client time and focused work. What matters is the impact you have, not how busy you look. OUR HIRING PROCESS We try to keep our hiring process clear, fair and respectful of your time. We aim to get back to everyone who applies and we will be upfront about where you are in the process. It usually looks like this: * Call with our Talent Acquisition Team  * Role specific capability interview  Depending on the role, we might also ask you to do a short presentation, a practical or technical task or have a values focused conversation. We will explain what is involved before anything happens. INCLUSION AT CREATEFUTURE  We believe diverse teams build better workplaces and better products. We want CreateFuture to be a place where people feel able to be themselves and do their best work. If you need any adjustments or support during the application process, just. We will do what we can to help. We look forward to your application!