Elite Dynamics
Delivery and Resourcing Manager
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Reports to: Operations Director/Dotted line to CP&TO Location: Remote, UK with occasional travel for events, customer visits and team days Type: Permanent, full-time
WHO WE ARE AND WHAT WE DO
We’re Elite Dynamics – a global reseller of Microsoft Dynamics 365, specialising in delivering vertical solutions based on Microsoft Dynamics technology, into the holiday park & leisure home industry. We’ve got big ambitions to take our solutions across the globe, helping our clients be more productive and drive performance. We want to work with operators, manufacturers and dealers in the park and marina industry who share the same passion and enthusiasm for world-class software solutions
About us:
- Microsoft solutions partner
- Multi-award winner
- 80+ customers across the globe
- Emerging reseller network
- Ambitious growth plans, particularly in the US market
ROLE PURPOSE
We’re looking for a Delivery & Resource Manager who sees delivery as a system to be run, not a status meeting to be chaired. The role combines Scrum Master, Delivery Manager and Resource Manager responsibilities into a single view of demand, capacity, priorities and delivery commitments across both Product Development and Professional Services.
You’ll sit at the heart of our planning & delivery process, facilitating work definition and prioritisation with our Professional Services, Customer Services, Product & Technology. Then bringing that prioritised backlog to our Development and Implementation teams for delivery in a fortnightly sprint cadence across our EliteParks and EliteMarinas platforms.
This is a player-coach role. You’ll run the daily stand up, unblock the team in real time, and spend equal energy coaching the wider business to trust the front door rather than routing around it — “no prioritised work item, no work.”
KEY RESPONSIBILITIES
Agile Delivery & Scrum Leadership:
- Own and facilitate all Scrum ceremonies: Sprint Planning, Daily Stand-ups, Sprint Reviews, Retrospectives and Backlog Refinement.
- Run stand-ups that walk the board rather than round the people: short, decision-focused, blocker-hunting.
- Manage development backlogs within Azure DevOps and make the board tell the truth about flow, not just tasks.
- Work with Product Owners, the Head of Product and Chief Architect to ensure backlog readiness.
- Maintain and uphold a practical Definition of Ready and Definition of Done; challenge anything that turns up half-shaped. “Signed off” means “accepted and scored,” not “start immediately.”
- Track sprint velocity, throughput, cycle time and delivery predictability.
- Remove blockers, coordinate cross-functional dependencies, and protect teams from uncontrolled scope changes and mid-sprint re-prioritisation (unless a genuine P1/P2 incident is called).
Backlog, Intake & Demand Management:
- Maintain a consolidated pipeline of project, support, change request and product demand across Projects, Implementation, Support and Standard Product.
- Own the day-to-day operation of the Unified Intake Process, including the Software Change Request process for customer-specific work.
- Facilitate prioritisation discussions and take the agreed priority order out to Development and Implementation.
- Ensure all demand follows agreed governance and intake processes; coach requesters to the right level of detail rather than simply rejecting them.
- Reinforce the front door: Sales, Support and Consulting raise items via intake and receive forecasts; they cannot commit delivery dates directly.
- Own the “not yet” conversation at the working level. When something new arrives out of cycle, make the displacement visible: “Yes, and here’s what moves to make room.”
- Give requesters credible forecasts and facilitate guestimates people can interrogate, not “we’re busy.”
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Professional Services Resource Management:
- Own resource planning across consulting, project management, and technical teams.
- Maintain forward-looking resource forecasts within Microsoft Project Operations.
- Monitor capacity, utilisation and availability across Implementations, Change Requests, Managed Services, Internal Projects and Product Development initiatives.
- Protect capacity lanes (e.g. Support, Go-live/Implementation, Committed Capacity, Core Product, Discretionary) by raising challenges early and helping resolve them.
- Work with the Operations Director on the Software Change Request process and go-live calendar so implementation load is phased around the customer year (heavier through spring and autumn, lighter through peak booking and stay periods).
- Identify future capacity shortages and recruitment requirements; work with Team Leads to optimise deployment and ensure the right skills go to the right engagements.
Forecasting & Capacity Planning:
- Produce rolling 30-, 60-, 90-day and 6-month capacity and demand forecasts.
- Support revenue forecasting through resource planning data; work with Sales and PMO on upcoming pipeline demand.
- Validate project schedules against actual resource availability.
- Identify over-allocation, underutilisation and delivery risk before they bite.
- Turn throughput and rank into dates that customer-facing stakeholders believe.
Project Operations Ownership:
- Act as the business owner for resource management within Microsoft Project Operations.
- Drive adoption of Resource Scheduling, Project Planning, Capacity Forecasting, Assignment Management and Utilisation Reporting.
- Ensure data accuracy and compliance; develop dashboards and KPI reporting.
- Support continuous improvement of Project Operations processes.
Incident & Escalation Handling:
- Partner with Customer Services on P1/P2 incident response. Once severity is declared by CSM, stand up the named resolver and communicate outwardly on progress.
- Ensure P3+ items are scored into the backlog with a credible date, not a fixed one, and that requesters know where they sit.
- Facilitate Post-Incident Reviews so learnings feed back into readiness, test coverage and roadmap conversations rather than evaporating.
Governance, Reporting & Measurement:
- Own the functional KPI dashboard for resourcing and delivery to provide leadership reporting on:
- Resource Metrics – Utilisation, Billable %, Capacity vs Demand, Resource Forecast Accuracy, Assignment Fulfilment, Resource Conflicts.
- Delivery Metrics – Sprint Predictability, Velocity, Throughput, Backlog Health, Lead Time, Cycle Time, Readiness Rates, Forecast Accuracy.
- Operational Metrics – Project Delivery Performance, Change Request Throughput, Forecast Revenue Coverage, Resource Risk Indicators.
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Coaching, Readiness & Shift-Left Discipline:
- Partner with the Head of Product, Chief Architect and Senior Quality Analyst upstream so work items enter development with defined acceptance criteria and test definition. Target ≥95%.
- Grow the team’s ownership of the flow. Everyone reads the board, everyone unblocks, not just you.
- Coach team members to resist direct approaches and route requests through intake constructively.
- Model transparency: surface trade-offs, name what’s slipping, and give honest RAG updates.
SKILLS & EXPERIENCE
Essential:
- Significant delivery leadership experience in a SaaS or ISV environment, running mixed portfolios of live incidents, customer-specific delivery and core product work.
- Experience as a Scrum Master, Delivery Manager or Agile Delivery Lead, with strong understanding of Agile and Scrum frameworks.
- Experience managing resource planning within a professional services organisation.
- Demonstrable track record of introducing or maturing structured intake and prioritisation (e.g. WSJF, cost-of-delay, capacity lanes, or equivalent).
- Strong working knowledge of Azure DevOps for backlog, board and reporting.
- Experience with Microsoft Project Operations, PSA or comparable resource management platforms.
- Experience running credible forecasting for customer-facing stakeholders to turn throughput and rank into dates people believe.
- Comfortable holding the line on “not yet” with senior stakeholders making displacement visible when priorities change.
- Strong stakeholder management, analytical and forecasting capability.
- Excellent written and verbal communication. Able to translate between commercial urgency and delivery reality.
- Willingness to lead the adoption of AI tooling and practices to give delivery clearer signal (e.g. agent-generated change requests, transcription-based action tracking, agent-assisted forecasting, intake quality checks).
Behaviours We Value:
- Constructively challenging: comfortable asking "how will we know this works?" in any forum.
- Pragmatic: right-sizes process to the problem; automates where it pays, tests manually where it doesn't.
- Collaborative: builds quality through influence and coaching, not gatekeeping.
- Curious about the business domain: tests from the user's seat, not just the specification.
Don't meet every requirement? We still encourage you to apply! We value diverse experiences and skills, and recognize that talent comes in many forms. If you're passionate about the role and believe you can contribute, we'd love to hear from you. Your unique perspective might be just what we're looking for.
We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please contact people@elitedynamics.co.uk
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