Senior Technical Delivery Manager

Job Title: Senior Technical Delivery Manager

Location: Seattle, WA

Duration: / Term: 3 months

Job Description

Experience Desired: 15 Years

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 24×7 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.

24×7 Centralized Support & Operations

• Establish and lead 24×7 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…