Service Delivery Lead

TELUS Digital; Metro Manila; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

You will collaborate with CX Operations leadership and TELUS Digital program leadership to align initiatives, measure outcomes, and drive scalable transformations. Expect ~10% travel and direct client engagement to manage scope and relationships.

Qualifications

• 7+ years of experience in software development as a Project Manager, Product Manager, Product Owner, Team Lead, or Scrum Master in a client services business.
• Experience leading Fortune 500 custom software development projects, from discovery through UX design, implementation, and deployment.
• Demonstrated empathy, experience, and confidence in managing software projects with complex scope and multiple external/executive stakeholders.
• Able to address technical or process issues between systems (APIs, client-side, bug management) and communicate solutions effectively.

Responsibilities

• Lead multidisciplinary squads—Solution Architects, Forward Deployed Engineers, Product Researchers, Designers—driving discovery, ideation, and delivery of digital innovation solutions within CX Operations
• Collaborate with CX Operations leadership and TELUS Digital program leadership to align and execute on initiatives
• Own the POC-to-Pilot lifecycle for your squad with a focus on scalable solutions within accounts and potentially across other CX clients or verticals
• Ensure your squads stay focused on measurable solutions; track metrics and scaling opportunities with cross-functional teams
• Provide polished communication to engineering teams, product managers, marketing partners, and C-level executives
• Create, guide, and communicate the holistic project plan and goals to create alignment and drive implementation
• Oversee weekly squad reporting, status decks, and related cadences
• Translate open-ended asks into clear action plans for squads, leveraging existing software solutions when possible
• Engage directly with clients, managing account details, project scope, and relationships

Skills

Project management

Stakeholder management

Software development understanding

AI tools familiarity

Tools

Jira

Kanban

Job description

As a Manager, Delivery within our CXAI practice, you'll lead Forward Deployed Squads (FDS) partnering with specific accounts and verticals - primarily within TELUS Digital's BPO and External client space. You'll work closely with Solution Architects, Forward Deployed Engineers (AI Engineers, SWEs, and others), Product Researchers, Designers, and other key team members to ideate, discover, build, and implement digital innovation solutions within the CX Operations space for key accounts and verticals.

Your squad(s) will focus on the POC and Pilot stages, with the goal of identifying successful, scalable solutions - whether that means scaling within the account you're working in, or identifying a broader transformation solution that can extend to other CX clients or verticals globally.

Responsibilities

Lead multidisciplinary squads - Solution Architects, Forward Deployed Engineers, Product Researchers, Designers, and other key team members - driving discovery, ideation, and delivery of digital innovation solutions within CX Operations

Work closely with CX Operations leadership on discovery and ideation, and with TELUS Digital program leadership to align and execute on program- and company-wide initiatives

Own the POC-to-Pilot lifecycle for your squad(s), with a clear focus on identifying solutions that are successful and scalable within the account, and potentially across other CX clients or verticals

Be accountable for ensuring your squad(s) stay focused on measurable solutions, partnering with key cross-functional teams within the transformation and operations org to track metrics and scaling opportunities

Lean on deep client services experience to drive effective decision-making on complex issues of scope, design, architecture, and process

Deliver timely, tailored communication for various audiences: engineering teams, product managers, marketing partners, and C-level executives

Create, guide, and communicate the holistic (TELUS Digital, client, 3rd party) project plan and goals to create alignment and drive convergent implementation

Own weekly squad reporting, status decks, and related reporting cadences

Translate open-ended asks - from leadership, clients, or emerging needs - into a clear plan of action for your squad, without waiting for a fully scoped mandate

Leverage, where possible, existing software solutions - internal or external - that could solve for the problem space, or build on top of existing solutions rather than starting from scratch

Where applicable, leverage existing FueliX, TELUS Digital’s internal AI product suite, as a foundation to implement or build upon

Identify and implement services with third-party partner product solutions where they're the right fit

Encourage sustainable flow for your team while focusing on key client objectives

Be flexible and adaptive to changing scenarios and environments by applying appropriate project management frameworks to suit the customer and product

Client travel as needed. ~10% travel annually

Engage directly with clients, managing account details, project scope, and relationship

Qualifications

7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, Team Lead, or Scrum Master in a client services business

Experience leading Fortune 500 custom software development projects, from discovery through UX design, implementation, and deployment

Demonstrated empathy, experience, and confidence in managing software projects with complex scope and with multiple external/client executive stakeholders

An experienced technical problem solver who can adeptly figure out how to address and communicate technical or process issues between systems (e.g., API issues vs. client-side, bug management issues, etc.)

Expert communicator who regularly runs workshops and structured meetings to align client stakeholder groups on enterprise business goals

A blend of business, user experience, and software project management acumen, with a mindset of motivating clients and 3rd party counterparts to be collaborative partners

Experience managing projects in which you mentor other product, development, design, and testing team members

Comfortable operating with ambiguity, driving digital transformation with AI in the absence of concrete SOWs or fully-defined product requirements - and able to build that same comfort in the squad you lead

Professional or personal experience utilizing AI tools

Bonus Points

AI transformation and innovation experience

Professional experience as a Project or Product Manager and Scrum Master from a major technology consultancy or agency

Participated in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projects

Certifications such as CSM, CSPO, PMP, SA, SPC, etc.