Director Consulting

Job description

Job Description - Program Delivery Manager (Partner Support) Role: We are looking for an experienced Program Delivery Manager for our Technical Partner Support Operations. In this role, you will lead and coordinate a distributed team of Technical Support Engineers (TSEs) across multiple time zones, establish world-class support operations, and bridge the gap between external partners (Aggregators, Carriers, Brands, Developers) and internal cross-functional teams (Engineering, Product Management, and Executive Leadership. The ideal candidate has technical understanding of API/messaging architectures with exceptional program management, risk management, team management and experience in managing stakeholders at all levels. Responsibilities: Manage a team of Technical Support Engineers (TSEs) across diverse time zones to deliver seamless 24/7 or follow-the-sun technical support Drive operational excellence to ensure support is 100% accurate, high quality, and timely, consistently meeting strict SLAs/KPIs. Establish robust shift-handover protocols, workload balancing, on-call schedules, and quality assurance (QA) frameworks Build proactive strategies and operational improvements to steadily increase Partner CSAT (Customer Satisfaction), First Time Right Response, and reduce Mean Time-to-Resolution (MTTR). Lead incident post-mortems and Root Cause Analyses (RCAs), communicating findings transparently to both executive management and partner technical leaders Analyze incoming partner pain points, support tickets, and bug reports into structured feedback to improve the velocity and scale of the operations. Prepare and present operational health dashboards, SLA metrics, partner health summaries, and strategic initiatives to senior management. Build and refine end-to-end partner support workflows, case routing, runbooks, and developer-facing troubleshooting guides. Implement AI-driven tooling, automation, to optimize and improve resolution workflows and eliminate recurring support debt. Qualification Minimum Qualifications: Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience. Experience: 5+ years of experience in Technical Program Management, Technical Account Management, or Support Engineering Operations. 3+ years of experience leading or managing distributed technical support/operations teams across multiple geographic regions/time zones. Technical Acumen: Strong understanding of REST APIs, Webhooks, JSON payloads, OAuth/Authentication, Cloud architectures (GCP/AWS), and modern web/messaging protocols. Proven ability to debug API traffic, interpret network logs/telemetry, and translate technical bug details into actionable engineering tickets. Operational Expertise: Demonstrable track record of establishing SLAs, managing support ticketing systems (e.g., Jira, Zendesk, Salesforce Service Cloud), and driving measurable improvements in CSAT/NPS. Strong executive communication and presentation skills Preferred Qualifications: Prior domain expertise in RCS (Rich Communication Services), RBM APIs, SMS/MMS aggregators, CPaaS platforms (e.g., Twilio, Sinch, Infobip), or Telecom/Carrier networks. Experience with data analysis tools (SQL, Looker, Tableau, BigQuery) to build custom metric pipelines and operational dashboards. Relevant certifications (PMP, ITIL, Agile/Scrum, Google Cloud Certified). Key Responsibilities Job Description - Program Delivery Manager (Partner Support) [E4.2] Role: We are looking for an experienced Program Delivery Manager for our Technical Partner Support Operations. In this role, you will lead and coordinate a distributed team of Technical Support Engineers (TSEs) across multiple time zones, establish world-class support operations, and bridge the gap between external partners (Aggregators, Carriers, Brands, Developers) and internal cross-functional teams (Engineering, Product Management, and Executive Leadership. The ideal candidate has technical understanding of API/messaging architectures with exceptional program management, risk management, team management and experience in managing stakeholders at all levels. Responsibilities: Manage a team of Technical Support Engineers (TSEs) across diverse time zones to deliver seamless 24/7 or follow-the-sun technical support Drive operational excellence to ensure support is 100% accurate, high quality, and timely, consistently meeting strict SLAs/KPIs. Establish robust shift-handover protocols, workload balancing, on-call schedules, and quality assurance (QA) frameworks Build proactive strategies and operational improvements to steadily increase Partner CSAT (Customer Satisfaction), First Time Right Response, and reduce Mean Time-to-Resolution (MTTR). Lead incident post-mortems and Root Cause Analyses (RCAs), communicating findings transparently to both executive management and partner technical leaders Analyze incoming partner pain points, support tickets, and bug reports into structured feedback to improve the velocity and scale of the operations. Prepare and present operational health dashboards, SLA metrics, partner health summaries, and strategic initiatives to senior management. Build and refine end-to-end partner support workflows, case routing, runbooks, and developer-facing troubleshooting guides. Implement AI-driven tooling, automation, to optimize and improve resolution workflows and eliminate recurring support debt. Qualification Minimum Qualifications: Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience. Experience: 5+ years of experience in Technical Program Management, Technical Account Management, or Support Engineering Operations. 3+ years of experience leading or managing distributed technical support/operations teams across multiple geographic regions/time zones. Technical Acumen: Strong understanding of REST APIs, Webhooks, JSON payloads, OAuth/Authentication, Cloud architectures (GCP/AWS), and modern web/messaging protocols. Proven ability to debug API traffic, interpret network logs/telemetry, and translate technical bug details into actionable engineering tickets. Operational Expertise: Demonstrable track record of establishing SLAs, managing support ticketing systems (e.g., Jira, Zendesk, Salesforce Service Cloud), and driving measurable improvements in CSAT/NPS. Strong executive communication and presentation skills Preferred Qualifications: Prior domain expertise in RCS (Rich Communication Services), RBM APIs, SMS/MMS aggregators, CPaaS platforms (e.g., Twilio, Sinch, Infobip), or Telecom/Carrier networks. Experience with data analysis tools (SQL, Looker, Tableau, BigQuery) to build custom metric pipelines and operational dashboards. Relevant certifications (PMP, ITIL, Agile/Scrum, Google Cloud Certified). Skill Requirements Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited