Senior Delivery Manager

Role overview This Senior Delivery Manager role leads the end-to-end orchestration of software delivery and release management for a cloud contact center platform. The position serves as a strategic leader ensuring that frequent production rollouts are executed efficiently, risks are surfaced early, and quality remains consistent across the full release lifecycle. It is a highly visible role that partners across engineering, product, operations, and customer support to align releases with business outcomes.

Responsibilities - Define and maintain release schedules that balance deadlines, business priorities, and technical readiness, coordinating development, QA, operations, and support teams through every phase of the release pipeline. - Oversee the complete release lifecycle from planning and development through deployment and post-release stabilization, ensuring each release is thoroughly certified and delivered on time. - Partner with product management, engineering, and stakeholders to prioritize release content based on business objectives and customer impact, keeping new features, enhancements, and bug fixes well integrated. - Act as the central point of contact for senior leadership, product owners, engineering, operations, and customer support, communicating progress, blockers, and risks clearly at every level. - Proactively identify risks and bottlenecks in the release process, develop mitigation strategies, and drive timely resolutions to minimize disruption. - Analyze release effectiveness, establish KPIs such as release frequency, deployment success rate, and post-release defect rate, and lead continuous improvement, automation, and tool optimization initiatives. - Govern change management, version control, and configuration management to maintain consistency and traceability across all production changes.

Requirements - Significant experience managing multiple concurrent software releases in a fast-paced environment, with strong organizational and time-management skills. - Deep expertise in Agile, Scrum, or comparable project management methodologies applied to release planning and execution. - Demonstrated ability to surface and resolve risks proactively, backed by strong analytical judgment rather than reactive issue handling. - Calm, solution-oriented approach to resolving issues under pressure with minimal guidance. - Excellent communication skills, with the ability to translate complex technical concepts for both technical and non-technical audiences. - Proven experience leading a release process improvement or change initiative that measurably reduced risk, defects, or delivery time. - Bachelor's degree or equivalent in a relevant discipline.

Nice to have - Track record of building mutually beneficial relationships at all levels of an organization. - Metrics-driven mindset with a history of refining processes and increasing efficiency over time. - Customer-focused, action-oriented orientation aligned with values of inclusivity and continuous improvement.