Chapter Lead – Sustaining Engineering
Boston Consulting Group
New Delhi, India
2d ago

WHAT YOU'LL DO To realize our digital transformation, we need to transform our products, experiences, processes, technology and how we operate.

Delivering our clients unrivalled experience of exceptional service, value and flexibility is part of our DNA. We are currently building a pipeline of Agile experts to enhance our agile capabilities.

Therefore, we are looking for people who are passionate about Agile ways of Working and want to spread Scrum ways of working framework within our teams.

To execute this transformation, we need people who take the lead within the different Chapters, defining standards and guardrails to guide how Chapter members execute work and develop expertise, optimizing deployment of Chapter members across Squads and line-manages Chapter members and guides the development of their expertiseThe Digital Collaboration Tribe covers the following main content areas : * Meeting Experience : Includes tools like Zoom, Teams meetings, Webex, CVI services, in-room A / V systems, virtual and physical whiteboarding (i.

e. Miro / Microsoft Whiteboard)* Messaging and Communities : includes tools like Slack, Teams (messaging), and Yammer* Content Collaboration (2 squads) : Includes tools like Egnyte, OneDrive, SharePoint (on-premises and online)* Team Productivity : covers tools like Outlook, Exchange, Trello, Planner, PowerAutomate, and PowerApps* Hybrid working : covering use cases of experience equality between in-office and remote working, SmartJoin for meetings, and much more (this is a new squad that is currently developing)The Sustaining Engineering Chapter Lead is a leader who blends deep domain expertise in the Digital Collaboration suite (namely the M365 platform and those tools named above) with a passion for coaching and developing people.

You will directly oversee a team of Chapter members, who will be embedded in Squads but report to you as their line manager.

You will help them grow and develop in their area of expertise and ensure alignment on the how of the work they perform in Squads.

You will serve as a player-coach, spending part of your time embedded in a Squad yourself. You will work as a Squad Member in your domain of expertise, helping to advance the work and using your experience to maximize Squad performance.

You will also be committed to maintaining and developing your own expertise and knowledge to ensure that you and your Chapter members bring the latest thinking to your roles.

At BCG there are three main bodies of work : break / fix support, new configuration and coding as part of introducing products, and maintenance / upgrades / escalation support.

The Sustaining Engineering Chapter Lead will oversee this third body of work, which encompasses approximately 40% of the total team’s capacity today.

It is a balance of being able to manage escalation support and drive knowledge development into the more customer-facing levels of our service organization, paired with running crisp, routine, high-quality upgrades (i.

e. new versions of software) and introducing low-level enhancements into our products as well (i.e. automation of request workflows, license management, etc.

Among your responsibilities, you will :

  • Continuously develop Chapter expertise* Maintaining best-in-class Chapter expertise and resources in order to deliver the right knowledge and skills to Squads* Staying abreast of relevant developments and innovations in domain area, both internally
  • and externally* Maintaining your own technical knowledge through learning and continuous improvement* Develop and train the team on comprehensive and streamlined upgrade and maintenance procedures for all products within the Digital Collaboration product suite* Build the Sustaining Engineering Chapter into an example for the rest of the organization of the importance of running this body of work as a parallel, and equally important, discipline.
  • Develop Chapter members and the Chapter as a whole* Overseeing, providing feedback, and developing Chapter members to help improve domain knowledge and better serve the Squads in which they work* Discussing Chapter development progress and opportunities with the Tech Area Lead* Educate team members on foundations and criticality of operational excellence, so that we can minimize the risk of human error and downtime as a result of our changes* Coach chapter members on how to identify candidates for automation or transition of responsibility to our service organization.
  • Share knowledge and expertise within and outside of the Chapter* Ensuring the how of the work performed by Chapter members is aligned with established technical roadmaps and guardrails to drive strategy* Sharing relevant insights and developments within area of expertise with Chapter members and related Chapters* Actively sharing knowledge and expertise across the organization with other Chapters* Evangelize the Sustaining Engineering function throughout not just the Digital Collaboration Tribe, but BCG’s Digital Products organization as a whole.
  • Identify resource needs throughout the organization* Engaging Product Owners, Tribe Leads, and Tech Area Leads to allocate Chapter members and ensure Squads have proper technical resourcing and functional expertise* Identifying expertise and resource gaps and training or hiring the talent needed to address them
  • Work within multiple Squads to help them realize their mission* Advancing the work of the various Squad based on items in the backlog and priorities set by the Product Owner* Sharing expertise with Squad members and working cross-functionally to advance the work of the Squad* Flexibly move in and out of multiple squads to partner with product owners and the assigned engineers to identify and execute on low-level automation activities, critical upgrades and maintenance, and other innovative ways of transforming how our products are run and operated.
  • Enable the organization’s new way of working* Modelling behaviors to support the organization’s transformation to a new way of working* Actively creating and maintaining a positive culture within the Chapter based on Agile leadership behaviors* Focus heavily on automation and self-service opportunities to empower our users and allow our IT team to focus on more value creating activities YOU'RE GOOD AT
  • Inspiring and motivating your team* Comfortable with both planning and execution* Maintaining a meticulous attention to detail and risk mitigation* Identifying and executing on opportunities for automation to alleviate support volumes and reduce the average time on administrative tasks* Influencing the organization through thought leadership that shapes technical demand
  • Committing to cross-functional collaboration to achieve the best results for
  • the organization
  • Enjoying coaching and developing people to improve their performance, knowledge
  • and expertise* Are intellectually curious and enjoy learning new skills and capabilities (e.g., Agile principles and technology platforms)* Bring a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs YOU BRING (EXPERIENCE & QUALIFICATIONS)
  • Total 7+ years’ relevant experience, including a proven track record in a management position, leading large cross-functional teams and solving complex problems for business functions with significant business impact* Proven track record of leading through influence, building long-term relationships and confidence building vision, roadmaps, budgets, priorities and objectives* Good understanding of technology enabled business transformation, Digital transformation, Organizational transformation, delivering enterprise-level IT and Digital projects
  • Deep knowledge of their area of expertise, being referents among colleagues and with ability to go one step further* Strong understanding of Major Incident Management and Change Management protocols* Knowledge of Agile Methodologies and ways of working (Scrum, XP, Devops ), understanding and applying servant leader mindset and with the ability to engage in Agile ceremonies to provide teams necessary direction and guidance* Exceptional communications and stakeholder management skills* Entrepreneurial spirit and comfort working within in rapidly changing environment YOU'LL WORK WITH
  • Your whole Chapter, by setting their direction, establishing objectives and key results, working on the staffing and development of your chapter, and ensuring that you maximize outputs and working products* Tribe Leaders and Technical Area Leads, with whom you shall work to manager chapter resources and ensure a positive collaboration* Peer Sustaining Engineering functions and our IT Service organization to minimize and manage escalations most effectively.
  • Agile Coaches and Scrum Masters, that will ensure that you adopt agile principles, mindset and ways of working into your daily routine and who will coach you during the transformation
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