Job Description Role Profile_2021 Internal Only Role Profile Role details Role Title Digital Delivery Manager (Salesforce Centre of Enablement) Level 2A Directorate DDSS Location London / Glasgow / Cardiff Contract Type Permanent / Fixed-Term Approach Choose an item. Security level required SC Ofgem works on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe, affordable, and environmentally sustainable energy supply. We are playing a vital part in accelerating the transition to Net Zero and a carbon neutral energy system – a goal that everyone wants to achieve. Whatever your role, you’ll be playing your part in creating new energy solutions that are great for customers, and great for the environment. Ofgem has a culture of inclusion that encourages, supports and celebrates the diverse voices and experiences of our colleagues. It fuels our innovation and helps ensure we can best represent the consumers and the communities we serve. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic selves to work. This role is aligned with Delivery Manager role in the Government Digital and Data Profession Capability Framework. Internal Only Purpose The Ofgem Multiyear Strategy sets out our agenda for the future and outlines how we will deliver on our duties to protect consumers, support economic growth and achieve net zero. There is clear recognition that much of the work we need to deliver will rely on digital technology. The Digital Strategy, in turn, describes the commitments made to the organisation by the Digital, Data and Security Services (DDSS) Directorate. These commitments aim to address legacy risks, enhance service delivery to colleagues to enable them to better serve consumers, strengthen our ability to meet the ambitions outlined in the Multiyear Strategy, and to work in collaboration with partners and with the rest of Government. Execution of the Digital Strategy is enabled the delivery of a significant portfolio of Digital, Data and AI change initiatives, amongst which is the ongoing rollout of the Salesforce CRM Platform, delivered via the Salesforce Centre of Enablement. The Salesforce Centre of Enablement is enabling Ofgem to digitise our ways of working, guiding users through simplified processes. It helps us make sure that we receive the right data in the right structure, as well as automating routine tasks and routing work to the right people with the right skills. It allows us to standardise how we structure data and contacts within the organisations we deal with, saving time and avoiding errors by cross-referencing our data with other government systems. Key Responsibilities The Delivery Manager is responsible for the effective, timely and quality delivery of Salesforce projects/workstreams, integrations and enhancements working with Salesforce Centre of Enablement. In this role, you will: • assemble and manage Salesforce delivery teams, with a good understanding of Salesforce Clouds or Products, and best practice. • Demonstrate the ability to shape a clear plan aligned with the wider programme, with outcomes, milestones, deliverables, resources, costs and timelines clearly defined. • Have significant experience in delivering in agile and devops ways of working. • ensuring readiness of clear requirements, stories and technical designs. Internal Only • Have strong delivery management skills, including partnering with Suppliers and Systems Integrators, and in applying the right techniques and tools, ensuring all ceremonies are implemented successfully. • identify risks and issues/blockers, putting in place actions to mitigate or escalate them As a Delivery Manager you are responsible for delivering Salesforce products and services from discovery through to live service, ensuring outcomes meet user needs, align with strategic goals, and comply with government service standards. You manage multidisciplinary teams ensuring deliverables, artefacts and milestones are completed for every sprint. You proactively remove blockers and manage dependencies, maintaining delivery momentum through adherence to the Delivery Excellence Framework and role model adherence to the Government Agile methodology. You communicate with clarity, engaging stakeholders, translating progress into meaningful updates and act on feedback. You embed delivery discipline and continuous improvement by upholding governance and planning standards, promoting a culture of learning and iteration, and adhere to practices and ways of working that inspire confidence across the organisation. Skill Level Description Agile and Lean Practices Practitioner You can: • apply the appropriate delivery method to each initiative, using a blended approach when appropriate • recognise, reflect and adapt the approach when something does not work • help teams to measure, evaluate and visualise outcomes Commercial Management Working You can: • act as the point of contact for contracted suppliers • understand appropriate internal contacts and processes within a Ofgem • understand how and when third parties should be brought into digital, data and technology projects Communicating between the Practitioner You can: Internal Only technical and non-technical • listen to and interpret the needs of technical and non-technical stakeholders, and manage their expectations • manage active and reactive communication • support or host difficult discussions within the team or with diverse stakeholders Financial Management Working You can: • balance cost versus value • monitor cost and budget • understand how and when to escalate issues Life cycle Management Working You can: • manage the delivery of products and services that add value through different phases of the life cycle, with guidance from senior colleagues if needed • ensure the product or service is developed in line with the appropriate standards Maintaining delivery momentum Practitioner You can: • facilitate the delivery flow of a team, managing the pace and tempo • actively address internal and external risks, issues and dependencies including where ownership exists outside the team Making a process work Expert You can: • add value and coach team members to understand and adapt processes • guide teams through the implementation of a new process Planning Practitioner You can: • understand the environment and prioritise the most important or high value tasks • use data to inform planning • manage complex internal and external dependencies • provide delivery confidence • remove blockers or impediments that affect plans Internal Only Team dynamics and collaboration Working • effectively bring people together to form a motivated team • help to create the right environment for a team to work in and empower them to deliver • recognise and deal with issues Key Outputs and Deliverables • Deliver Salesforce workstreams/projects and services – own end-to-end delivery for your assigned Salesforce workstreams or projects, ensuring plans are clearly communicated, dependencies within and across your teams are actively managed, and delivery aligns with agreed objectives. • Delivery Excellence Framework and agile good practice – you will deliver in line with the Delivery Excellence Framework and Salesforce CoE delivery practices, applying agile principles to improve team velocity, predictability, and quality, and supporting continuous improvement within your teams. • Proactively manage Risks/Issues/Blockers – you will regularly identify risks and potential blockers within your delivery scope, take ownership of actions to address these, and escalate where needed to enable successful delivery. • Delivery Reporting – you will maintain accurate delivery plans and progress reporting for your teams, ensuring the Service Owner (Salesforce) and relevant stakeholders have visibility of status, risks, and dependencies at all times. • Governance – you will participate in programme and team-level governance, ensuring your projects adhere to gating requirements, agile ceremonies, and change control processes. Key Stakeholder Relationships Internal • Salesforce COE and Project Teams, including DS Salesforce Team • Salesforce stakeholders – Product Owners/Business Leads, Board members, CTO. • Digital Delivery Management Team • Digital Portfolio Management Office • Other DDSS Teams and SMEs; e.g. Architecture, Testing, Business Analysis, DevOps/Infrastructure/Networks. • Business Teams, SMEs Internal Only External • Providers of relevant Technology Solutions or Professional Services, Salesforce and Systems Integrators. • Other Civil Service Teams as part of knowledge and best practice sharing Role Criteria Essential • Proven experience Proven experience of a leading successful Delivery Management in the Salesforce Platform. • Leading Delivery Teams, projects or Agile Teams • Able to evidence excellent stakeholder engagement and communication skills, influencing at all levels to ensure alignment, drive delivery priorities, remove blockers and continuously improve. • Certified Scrum Master (CSM)/Professional Scrum Master (PSM1/11), Agile PM Practitioner/BCS Agile Scrum Practitioner or equivalent certifications. Desirable • Experience using tools like Azure DevOps/JIRA, Confluence, Visio, BPMN, Miro, or Trello to support analysis and collaboration. • Knowledge of government policy, standards, regulatory environments, and Government Digital Service (GDS). Behaviours Seeing the Big Picture Changing and Improving Making Effective Decisions Leadership Communicating and Influencing Working Together Developing Self and Others Managing a Quality Service Delivering at Pace