Job Description
Technical Delivery Manager
Overview
The Technical Delivery Manager serves as the primary technology relationship manager between ECLARO's Philippines-based team members and client's onshore technology teams and stakeholders.
This role combines technical understanding, delivery management, stakeholder communication, and people leadership to ensure successful execution across multiple technology disciplines including Application Development, Quality Assurance, Business Intelligence & Reporting, Infrastructure, Network Operations, Production & Application Support, and other in-scope technology services.
Unlike a traditional Service Delivery Manager whose responsibilities are primarily administrative, this role must possess sufficient technical awareness and comprehension to effectively communicate with engineer-level team members while also translating business priorities into executable delivery plans.
The Technical Delivery Manager is not expected to function as a software architect or senior engineer. Instead, they provide leadership, coordination, governance, communication, risk management and strategic oversight across the engagement while ensuring alignment between client expectations and delivery execution.
The successful candidate will become a trusted advisor to both client and ECLARO leadership by developing strong relationships, identifying opportunities for continuous improvement, proactively managing delivery risks, and helping technical teams deliver high-quality outcomes.
Roles & Responsibilities
Core Responsibilities
• Serve as the primary day-to-day technology liaison between client's US technology organization and ECLARO's Philippines delivery teams
• Build trusted relationships with client's technology managers, product owners, architects and business stakeholders
• Facilitate effective communication between technical and non-technical stakeholders
• Lead regular operational reviews, governance meetings and executive status discussions and ensure action items are tracked through completion
• Coordinate delivery across multiple technology disciplines including:
o Software Development
o QA / Test Engineering
o Business Intelligence & Reporting
o Infrastructure & Network Operations
o Production & Application Support
o Other supporting technology functions
• Understand project priorities, dependencies, risks and technical challenges
• Monitor delivery health, capacity, utilization, quality and schedule adherence
• Escalate risks early with practical recommendations for resolution
• Ensure cross-functional teams remain aligned toward common delivery objectives
• Translate business requirements into actionable technical priorities as directed
• Help client stakeholders understand technical constraints, dependencies and delivery tradeoffs
• Coordinate major incidents, production issues and critical escalations by following ECLARO's comprehensive Incident Management Policy & Process
• Manage overall team and team member performance, conduct 1:1 and team meetings as necessary, and follow ECLARO's performance evaluation process, inclusive of the 6-month new employee regularization and annual performance reviews, taking input from client stakeholders to ensure a comprehensive assessment approach
• Work with the Director of Global Services and other company stakeholders/principals to develop and manage the required operating budget for the respective team(s)
• Participate in recruitment, hiring, training, ongoing career development, performance improvement plans and separation activities for all associates within the client technology teams.
• Develop, implement and manage the necessary TRINIT-E Continuous Improvement Action Plans from the yearly audits and assessment to ensure continuous improvements (to the extent possible) and ensure such plans meet the objectives of the company and client
• Work with team leadership and the Global Services Coordinator to:
o Send daily attendance notification and coverage, when applicable
o Manage communication of upcoming holidays, OOOs and other non-working days, and coordinate potential coverage
o Manage associates PTO requests and seek approval with their respective onshore leads, if applicable
o Secure approval for overtime or holiday work requirements, if applicable
• Work with team leadership and the Global Services Coordinator to:
o Ensure the timely and accurate time capture for all billable team members on a weekly basis
o Secure the necessary time approvals from relevant client stakeholders
o Ensure timely and accurate monthly billing to client
• Schedule and host a combination of internal and external client team building and employee retention-friendly activities to boost team morale, collaboration, positive energy, and strengthen workplace relationships
Role Qualifications
Required Qualifications
• 8+ years of experience in an IT role
• 3-5 years leading technical teams and/or projects
• Experience supporting US clients
• Experience with Agile delivery
• Excellent English language communications skills (verbal and written)
Preferred Qualifications
• Insurance technology experience
• PMP certification
• Experience supporting offshore engagements
• PMI-ACP certification
