Delivery Owner (Delivery Manager)Position Summary
Waterfield Tech is seeking an experienced Delivery Owner to own delivery outcomes across a portfolio of customer experience and contact center modernization engagements spanning cloud platforms, multi-vendor integrations, and AI-driven capabilities. You are accountable for delivery success, including time, scope, quality, and margin, and you hold the line on scope so that what was sold is what gets delivered.
The role spans the full account lifecycle, from first pursuit through delivery to renewal. You close the value loop, tying each engagement's outcomes to the customer's initiatives and expected ROI, driving adoption at go-live, and confirming value realized in real dollars or tangible results. You work alongside sales, pre-sales, and customer success counterparts and with the pricing and proposal function that issues statements of work.
Key Responsibilities
- Own delivery outcomes, including time, scope, quality, and margin, across an assigned portfolio of customers and projects.
- Serve as the accountable delivery leader and the account-level point of accountability for delivery success, convening the account team and practice leadership as the engagement requires.
- Validate feasibility before scope, dates, or commitments harden during pre-sales, and supply the scope, deliverables, level-of-effort, and recommended statement of work language that the pricing and proposal team uses to build the SOW.
- Establish the delivery approach, standards, and kickoff-readiness gate at engagement start, including an agreed design baseline held through go-live.
- Connect each engagement's deliverables to the customer's initiatives, success criteria, and expected ROI; drive adoption at go-live; and confirm value realized in real dollars or tangible results.
- Enforce change control by catching out-of-scope work early and routing it through the documented change-request process rather than absorbing it; make the final call on scope, risk, and escalations.
- Own costing inputs and delivery economics, including effort estimates, resource mix, and delivery-model assumptions; track burn versus plan, forecast margin risk early, and drive corrective action.
- Serve as the senior client-facing owner of the delivery relationship, leading executive delivery conversations and the governance cadence, keeping status and decisions visible so issues surface early.
- Partner across the account team, including commercial owners, pre-sales, customer success, and the pricing and proposal team, and contribute to portfolio-level capacity and risk planning with practice leadership.
- Provide delivery inputs into renewals and expansions, and hand expansion opportunities that emerge from delivery to the commercial owner, who owns the pursuit.
- Maintain and enforce delivery standards, templates, and quality gates.
- Apply AI to delivery oversight, including portfolio health signals, predictive risk analysis, automated status roll-ups, and documentation generation.
Platform Experience
- AI enablement programs, including conversational AI, virtual agents, agent assist, real-time analytics, and AI-powered self-service.
- Five9 contact center implementations and migrations (inbound, outbound, blended, and workforce engagement).
- Genesys Cloud CX implementations and migrations from legacy Genesys Engage / PureConnect or other legacy contact center platforms.
- Cisco Webex Contact Center / Webex Calling and Webex Connect digital-channel rollouts.
- Avaya Aura contact center implementations and migrations.
- Zoom Contact Center and Zoom Phone deployments.
- Multi-vendor / multi-platform delivery combining two or more of the above with CRM, workforce management, quality management, and analytics integrations; legacy-to-cloud migration delivery.
Qualifications
Required- Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field; equivalent professional experience will be considered in lieu of a degree.
- 7+ years delivering complex technical services engagements, with 3+ years in a delivery leadership capacity accountable for delivery outcomes and margin.
- Experience with delivery economics, including burn vs. plan, estimate-at-completion, margin variance, and change-order capture.
- Experience leading customer executive governance and recovering at-risk engagements.
Preferred- PMP or equivalent recognized certification; PgMP, ITIL, change management (e.g., Prosci ADKAR), or portfolio certification (e.g., PfMP).
- Prior experience leading a team, or in a project management, program management, solutions architecture, or professional services engineering role, or at a platform manufacturer or vendor partner.
- Command of Waterfall, Agile, and Hybrid delivery approaches.
- Experience with AI-assisted project and portfolio management (PPM) tooling.
Physical Requirements
- Sitting: Ability to be able to sit for long periods of time.
- Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
- Hearing: Normal or corrected hearing to communicate with colleagues or customers.
