Sr Technical Delivery Manager

Overview

On Site
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - term contract

Skills

digital transformation
ai enablement
24x7 Centralized Operations
Operational Efficiency

Job Details

Hello Everyone,

Hope you are doing good!!!!

My name is Pavan and I work with SPAR Information System., I have a great opportunity for you, please find the job details below, if you are interested in applying please send me your updated resume and best time for you to discuss about this opportunity in details.

Job Title: Senior Technical Delivery Manager

Location: Seattle, WA (Onsite Hybrid)

Duration: Long term contract

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.

Thanks & Regards,

Pavan Raikhelkar

LEAD TALENT ACQUISITION SPECIALIST

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