Clara Sanchez

Senior Service Delivery Manager @North Highland

Jaguar Land Rover, Service Delivery Manager, Agile Coaching/Scrum Master/Transformation (May 2021 - June 2023) The goal of our engagement was to support our client Jaguar Land Rover through the Agile transformation. The main focus of the engagement was on Agile Coaching, where we had a team up to 150+ Agile Coaches assigned to client teams, 4 Agile trainers, plus 20+ Scrum Masters and 15+ Transformation Consultants. Clara was the Service Delivery Manager for the account, a function that covers multiple aspects from team leadership, client stakeholder management, and account management. Key achievements/responsibilities: • Team leadership, including all hands calls, alignment of hierarchy of team leads. Coordinating a team of expert practitioners and consultants. • Client alignment, establishing relationships with key client stakeholders, understanding client strategic direction and aligning the team around client priorities. • Managing demand changes with client, including demand forecast, coordination with Recruitment and internal Scheduling, onboarding coordination, team assignment, team internal reassignment. Including peaks of 50 new affiliates in a month, internal reassignment of 20+ concurrent roles, 100+ people ramp down in a week. • Financials and contract modelling. • Responsible for delivery and quality of service, ensuring each function in the account is delivering on plan and quality, through the different service deliverables. • Reporting and governance with client, including a complex framework of KPI using Excel, PowerAutomate, PowerBI and JIRA to extract different service metrics and deliverables. • Contributing and facilitating conversations on Agile coaching modelling, continuously improving and optimizing the way Agile coaching is delivered, conducting workshops. • Coordinating initiatives on Metrics and Tooling. During the engagement, facilitated workshops with client and internally on understanding different value metrics and tooling.