Standard Title - Senior Manager, Client Delivery

Roles & Responsibilities:

• Own end-to-end technical delivery of Telecom BSS transformation programs, ensuring successful execution from solution design through implementation, testing, production launch, hypercare, and transition to operations.

• Serve as the primary customer-facing Single Point of Contact (SPOC) for all technical delivery activities, providing clear communication, governance, and accountability throughout the engagement lifecycle.

• Partner with customer business, IT, architecture, and operations teams to understand business objectives, delivery expectations, and desired outcomes, translating them into executable delivery plans.

• Develop and manage integrated program plans, delivery roadmaps, milestone schedules, dependency matrices, release plans, and critical path activities across multiple workstreams.

• Lead and coordinate cross-functional delivery across Product Management, Architecture, Engineering, QA, DevOps, Infrastructure, Cloud, Security, SRE, Database, Operations, and third-party vendors to ensure timely and high-quality execution.

• Establish and drive effective delivery governance through daily stand-ups, program reviews, technical governance meetings, war rooms, sprint reviews, steering committees, executive status reviews, and customer workshops.

• Own and proactively manage technical Risks, Assumptions, Issues, Dependencies (RAID), change requests, scope management, and recovery plans, ensuring timely escalation and resolution of critical delivery challenges.

• Track program health, delivery progress, milestones, resource utilization, budget, quality metrics, and KPIs, providing regular executive reporting to internal leadership and customer stakeholders.

• Ensure successful planning and execution across all delivery phases, including Development, SIT, UAT, Pre-Production, Production, Disaster Recovery, production integration, go-live, and hypercare.

• Coordinate end-to-end integration activities across CRM, Billing, Charging, Enterprise Product Catalogue, Order Management, Provisioning, Digital Channels, OSS/BSS, Enterprise Systems, Network Platforms, and external partner ecosystems.

• Work closely with Enterprise Architects and Solution Architects to ensure technical delivery aligns with the approved architecture, business requirements, technology standards, and non-functional requirements.

• Drive production readiness by coordinating environment readiness, deployment planning, cutover execution, rollback planning, operational acceptance, and transition to managed services.

• Build trusted relationships with customers, partners, and internal stakeholders by providing proactive communication, transparent reporting, and timely issue resolution.

• Facilitate Agile delivery practices across multiple teams, including sprint planning, backlog refinement, daily stand-ups, sprint reviews, retrospectives, release planning, and cross-team synchronization.

• Monitor Agile delivery metrics such as velocity, burn-down, cycle time, throughput, and release predictability to continuously improve engineering efficiency and delivery performance.

• Eliminate delivery blockers by fostering collaboration across business, product, engineering, and operations teams while driving timely decision-making and execution.

• Manage customer feedback, technical escalations, and partner issues, ensuring prompt resolution and continuous improvement of delivery processes and customer experience.

• Support pre-sales, solution planning, and customer onboarding by contributing delivery estimates, implementation strategies, resource planning, and execution roadmaps.

• Drive continuous improvement initiatives across delivery governance, engineering practices, release management, quality assurance, automation, and operational excellence.

• Mentor Technical Leads, Scrum Masters, and Workstream Leads while promoting a culture of ownership, collaboration, accountability, and engineering excellence.

Preferred Qualifications & Experience Requirements:

• 15+ years of experience in Technical Program Management, Client Delivery Management, or Technology Delivery within Telecommunications or large-scale enterprise software programs.

• Proven experience delivering end-to-end Telecom OSS/BSS transformation programs with expertise in CRM, Billing, Real-Time Charging, Enterprise Product Catalogue, Order Management, Provisioning, Fulfilment, Digital Channels, OSS/BSS, and enterprise integrations.

• Demonstrated experience serving as the customer-facing technical delivery owner and Single Point of Contact (SPOC) for large-scale transformation programs.

• Strong experience managing cross-functional engineering teams across Product Management, Architecture, Development, QA, Infrastructure, DevOps, Cloud, Security, SRE, Database, and Operations.

• Proven expertise in program planning, dependency management, release management, production readiness, cutover planning, risk management, and executive governance.

• Extensive knowledge of Software Development Lifecycle (SDLC), Agile delivery methodologies (Scrum, Kanban, SAFe), DevOps, CI/CD, and modern engineering practices.

• Strong understanding of cloud-native platforms, APIs, microservices, enterprise integration, distributed systems, and telecom application architecture.

• Experience managing multi-vendor delivery, offshore/onshore teams, customer governance, and executive stakeholder communications.

• Excellent leadership, stakeholder management, communication, negotiation, facilitation, and presentation skills with the ability to influence both technical and business stakeholders.

• Strong analytical and problem-solving skills with the ability to manage complex programs, competing priorities, and fast-paced delivery environments.

• Experience using Agile and project management tools such as Jira, Confluence, Azure DevOps, or similar platforms.

• Good understanding of TM Forum standards (eTOM, SID, Open APIs), ITIL, and Telecom operating models is preferred.

Key Competencies

• Technical Program Management

• Client Delivery Management

• Customer Success & Stakeholder Management

• End-to-End Technical Delivery

• Cross-functional Leadership

• Agile Program Delivery

• Program Governance & Executive Reporting

• Risk, Issue & Dependency Management

• Release & Environment Management

• Production Readiness & Go-Live Management

• Telecom OSS/BSS Domain Expertise

• Engineering & Architecture Coordination

• Vendor & Partner Management

• Executive Communication

• Continuous Improvement & Operational Excellence

Success Measures

• Successful delivery of customer commitments within scope, schedule, budget, and quality targets.

• High customer satisfaction and trusted client relationships.

• Predictable delivery through effective governance, planning, and proactive risk management.

• Successful production launches with minimal business disruption.

• Strong cross-functional collaboration across Product, Engineering, Architecture, Operations, and Customer teams.

• Continuous improvement in delivery efficiency, engineering quality, Agile maturity, and customer outcomes.

Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.

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Originally posted on Himalayas