Job Description

Job Description:

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.

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