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Technical Delivery Manager

1 month ago

Montreal, Canada TCC Global Full time

Job Title: Technical Delivery Manager

Salary: Competitive + Annual Bonus

Location: North America

Duration: Permanent

Working Model: Hybrid if near a TCC office or Remote

At TCC Global, we create innovative loyalty marketing solutions that drive customer engagement and enhance brand loyalty for some of the world’s leading retailers. We are passionate about our work and dedicated to delivering outstanding results.

Purpose and Scope:

The Omnichannel Technical Delivery Manager manages key client technical implementations and projects with responsibilities that include the coordination and completion of projects on time and within budget and scope. The Omnichannel Technical Delivery Manager oversees the entire technical implementation workstream, ranging from requirement gathering, project scoping, solution design, project kick off, User Acceptance Testing (UAT) and System Integration Testing (SIT), hyper care, launch and handover to BAU/Support.

This is a key client-facing role as they act as a main contact point to the client during technical delivery. Alongside this, they manage various partners and workstreams to deliver the technology to support high-profile marketing campaigns. Internally, the Omnichannel Technical PM must collaborate closely with local campaign project managers to align technical and non-technical activity.

Role and Responsibilities:

Requirement Gathering:

  • Provide technical support for TCC sales / omnichannel teams to support pre-sales and post-sales processes.
  • Fully understand client’s technical requirements and align TCC solutions to these requirements to ensure products and services delivered are fit for purpose.
  • Capture the agreed scope and deliverables in the SoW.
  • Work with the product teams to convert client’s requirements into appropriate solutions, and translate technical areas into plain language for various non-technical stakeholders.
  • Work with UX/UI teams to ensure user journeys and designs meet project requirements.

Project / Technical Delivery:

  • Partner with TCC technology vendors to implement sold solutions into clients – managing all connectivity with client / TCC solutions.
  • Proactively identify and manage any delivery risks of deliverables, including having clear understanding of systems integrations (if any) involved in the project and work with our client and partners to ensure end-to-end delivery is complete and operational.
  • Partner with Local Campaign Project Managers to create robust plans to ensure appropriate governance and controls are in place to manage risks, issues, and dependencies through clear and detailed project plans – following established methodologies.
  • Manage changes to project scope, project schedule, and cost using appropriate verification techniques.
  • Assist with ongoing campaign management to ensure technical solutions continue to run smoothly in BAU (APIs, file transfers, ETL etc.).
  • Establish regular and effective communication channels and meeting cadences.

Stakeholder Management:

  • Build strong relationships and trust with client’s technical / IT / omnichannel stakeholders. Use those relationships to convince/communicate needs and ensure technical projects proceed in a timely manner according to project timelines.
  • Able to manage and function at the highest level dealing with multiple concurrent work streams, e.g. project implementation, production support, and change requests or improvements.
  • Work together with the product teams to manage technical partner relationships.
  • Contribute to the continuous improvement of delivery framework.

Minimum Requirements:

  • Project management Qualification (PMP, Agile/Scrum, PRINCE2).
  • Possesses an extensive knowledge of technology and business operations and its constraints.
  • Excellent understanding of technology life cycles and the concepts and practices required to implement effective information systems.
  • Experience of relevant systems e.g. ERP, CRM, Web Applications, SaaS solutions, System Integration/Connectivity, Reporting/BI tools.
  • Strong familiarity with collaborative project management tools e.g. Monday.com, JIRA, SharePoint.
  • Proven track record of delivering enterprise-IT projects.
  • Solution-oriented and problem solver.
  • Excellent organizational, analytical, negotiation, and leadership skills.
  • Strong interpersonal skills and extremely resourceful.
  • Able to take initiative and ownership of your deliverables within a dynamic and highly supportive environment.
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