The Role:
We are on the lookout for an experienced and hands-on Technical Delivery & Operations Lead for a leading software organization. This role is ideal for someone who enjoys rolling up their sleeves, leading customer implementations, and taking ownership of both delivery and operational outcomes.
This role combines end-to-end SaaS delivery, business analysis, and Level 3 operational leadership. You'll lead customer implementations and consulting engagements while acting as the senior escalation point for complex technical and operational issues.
Main Responsibilities:
* Lead end-to-end SaaS implementations and consulting projects
* Facilitate customer discovery sessions, gather requirements, and design fit-for-purpose solutions
* Plan and manage project scope, timelines, resources and risks
* Coordinate cross-functional teams
* Communicate progress, risks, and issues to customers/stakeholders
* Act as the senior escalation point for major incidents/issues
* Lead triage, root-cause analysis, and resolution of high-severity incidents
* Partner with product and engineering teams to resolve systemic issues
* Drive continuous improvement across support processes, runbooks, and knowledge bases
* Remain technically and operationally hands-on while mentoring team
* Balance structured project delivery with reactive operational support
* Build strong relationships with customers and internal stakeholders
Main Skills Required:
* Strong hands-on background across delivery leadership, business analysis, and solution design
* Experience in Level 3 operational support, incident management, and escalation handling
* Solid understanding of enterprise software, cloud platforms, and integrations
* Strong planning, scheduling, and risk management capability
* Experience working across hybrid delivery models
* Familiarity with ITIL or similar operational frameworks