Job Description
Job Title: Senior Technical Delivery Manager
Location: Seattle, WA (Onsite Hybrid)
Experience: 15+ Years
Note: Look for only local profiles
Domain: Telecom Digital Commerce, Customer Data & Experience Platforms
Focus Areas: Digital Transformation, AI Enablement, 24x7 Centralized Operations, Operational Efficiency
Role Summary
- The Senior Technical Delivery Manager is accountable for end-to-end delivery, operational excellence, and transformation of large-scale Telecom Digital Commerce and Customer Data platforms. This role provides strategic and execution leadership across high-volume, always-on digital channels supporting millions of customers, zero-downtime expectations, and continuous business change.
- The Senior Technical Delivery Manager owns large, multi-year delivery programs spanning Digital Commerce, Customer Information, and Data Experience ecosystems, while also leading 24x7 centralized support operations. A critical focus of this role is driving operational efficiency, platform stability, and AI-enabled automation, ensuring scalable, resilient, and cost-effective operations without compromising customer experience.
Key Responsibilities
- Strategic Delivery & Platform Ownership
- Own delivery and operational accountability for large-scale Digital Commerce and Customer Data platforms operating at Tier-1 Telecom scale.
- Drive alignment between business strategy, product roadmaps, platform architecture, and delivery execution.
- Lead multi-program portfolios with shared services, complex dependencies, and aggressive timelines.
- Ensure platforms meet stringent SLAs for availability, performance, security, and regulatory compliance.
Telecom Digital Commerce Leadership
- Lead delivery for mission-critical Digital Commerce capabilities, including:
- Customer onboarding and acquisition
- Plan, device, and promotion selection
- Real-time pricing and eligibility
- Checkout, payments, and order orchestration
- Post-purchase lifecycle and digital self-service
- Ensure seamless omnichannel experiences across web, mobile, retail, and care channels.
- Partner closely with product and business teams to enable rapid experimentation while maintaining production stability.
Customer Information & Data Experience Ecosystems
- Own delivery and modernization of Customer Information platforms, including:
- Customer profiles, identity, entitlements, and preferences
- Consent, privacy, and data governance
- Real-time customer state and lifecycle data
- Lead data experience platforms that power analytics, personalization, and customer journey insights.
- Enable near real-time data pipelines and event-driven architectures to support hyper-personalized customer experiences at scale.
24x7 Centralized Support & Operations
- Establish and lead 24x7 centralized support and operations for Digital Commerce and Customer Data platforms.
- Own operational readiness, incident management, and production support for business-critical systems.
- Drive a shift-left mindset, embedding reliability, observability, and automation into engineering and delivery practices.
- Ensure effective coordination across global onshore and offshore support teams operating across time zones.
- Partner with SRE, platform, and infrastructure teams to achieve industry-leading uptime and stability.
Operational Efficiency & Continuous Improvement (Core Focus)
- Drive measurable improvements in operational efficiency through standardization, automation, and simplification.
- Reduce cost-to-serve by optimizing support models, tooling, and processes.
- Implement AI-assisted operations, including:
- Intelligent incident triage and root cause analysis
- Predictive alerting and anomaly detection
- Automated remediation and runbook execution
- Establish KPIs for availability, MTTR, defect leakage, cost efficiency, and customer impact, with continuous improvement targets.
AI-Enabled Digital Transformation
- Champion AI-first approaches across Digital Commerce, Customer Data, and Operations.
- Sponsor initiatives leveraging AI for:
- Customer personalization and recommendations
- Promotions and eligibility optimization
- Predictive analytics and customer insights
- AI-assisted development, testing, and production support
- Ensure responsible AI adoption, including data privacy, security, and model governance.
Stakeholder, Customer & Executive Leadership
- Act as the senior delivery and operations leader for executive stakeholders.
- Serve as a trusted advisor to business, product, and technology leadership.
- Own executive-level communication for delivery progress, operational health, risks, and investment trade-offs.
- Lead customer escalations and critical incidents with clarity and confidence.
Global Organization & Talent Leadership
- Lead large, multi-layered global delivery and operations organizations.
- Build leadership depth across delivery, engineering, and operations.
- Drive a culture of accountability, operational discipline, and continuous improvement.
- Ensure strong collaboration across engineering, product, data, infrastructure, and support teams.
Required Qualifications
- 15+ years of experience in technology delivery and operations, with deep Telecom domain expertise.
- Proven leadership of large-scale Digital Commerce and Customer Data platforms.
- Strong experience running 24x7 centralized support operations for high-availability digital platforms.
- Demonstrated success driving operational efficiency and cost optimization at scale.
- Deep understanding of digital commerce, customer information systems, and data platforms.
- Executive-level stakeholder management and communication skills.
- Strong exposure to AI-enabled digital and operational transformation.
Preferred Qualifications
- Experience delivering digital platforms supporting millions of customers and very high transaction volumes.
- Background in cloud-native, microservices, event-driven, and data-centric architectures.
- Experience integrating AI/ML capabilities into customer experience and operational workflows.
- Exposure to SRE, DevOps, and modern operations models in Tier-1 Telecom environments.
Success Measures (First 12 18 Months)
- Improved platform stability and reduction in critical incidents.
- Measurable reduction in MTTR and cost-to-serve.
- Successful scaling of 24x7 centralized operations.
- Increased automation and AI adoption across delivery and support.
- Improved digital customer experience and business agility.
Job Tags
Local area, Shift work,