Delivery Manager - Technology

Synopsis

This role reports to the Senior Portfolio Delivery Lead. The Delivery Lead will oversee the delivery of strategic digital initiatives across the Web, Mobile, and Loyalty ecosystem, including Adobe CMS-powered websites, self-service platforms, and other digital products.

This role is responsible for end-to-end execution from planning to delivery, ensuring alignment with business objectives, and driving measurable outcomes across digital touchpoints.

The role also leads the Digital Factory Support function, which provides 24/7 support and maintenance for Etihad s digital assets - including APIs, cloud infrastructure (Azure), Akamai content delivery and cache management, website hosting, and a wide range of digital applications. Support operations are run by a hybrid team model combining onshore and a majority offshore workforce.

In addition, the Delivery Lead will manage fully agile, self-managed teams responsible for delivering product enhancements and new capabilities in an iterative, high-velocity delivery environment. This includes fostering agile maturity, providing delivery leadership, and ensuring technical and business alignment.

Accountabilities

• Accountable for the delivery of major digital initiatives including websites, loyalty platforms, mobile applications, and self-service tools.
• Lead the Digital Factory Support function, ensuring operational stability and 24/7 support coverage across APIs, Azure Cloud, Akamai (CDN and cache), digital content, and hosted web assets.
• Oversee a portfolio of Agile digital delivery teams (4 5 self-managed teams) operating under the SAFe framework; drive Agile maturity and continuous improvement practices.
• Deliver omnichannel and personalized experiences across platforms using Adobe Experience Cloud tools (CMS, Analytics, Target, CDP).Partner with business, IT, marketing, and vendor stakeholders to align on priorities, delivery timelines, and expected outcomes.
• Ensure end-to-end ownership of delivery lifecycle, including scope, estimation, resourcing, benefit tracking, quality, and release readiness.
• Manage stakeholder communications at all levels, ensuring transparency, early escalation, and resolution of risks and issues.
• Drive a culture of innovation, accountability, and agility within both delivery and support operations.
• Oversee vendor performance and work with internal functions (PMO, Procurement, Finance) to ensure proper governance, budget control, and contract compliance.
• Support and grow a strong delivery and support team capability by mentoring team members and fostering a collaborative, high-performing environment.

Education & Experience

• 7+ years of experience in managing large, complex, and cross-functional projects, programs and portfolios., delivering large-scale digital programs with direct accountability for both delivery and production support functions.
• Deep experience in digital self-service, loyalty systems, APIs, and mobile applications.
• Proven leadership of Agile teams (preferably SAFe-certified) and scaled delivery environments (multiple teams/ARTs).

• Professional certification such as PMP, PRINCE2, SAFe, or Scrum Master (CSM) preferred.

• Experience running 24/7 digital support operations with globally distributed teams (onshore/offshore).
• Bachelor s degree in Computer Science, Software Engineering, or Business. Excellent stakeholder engagement, communication, and vendor management skills.
• Nice to have knowledge and prior experience with airline transaction systems preferably with Amadeus Altea and experience in leading transformations using Adobe Experience Platforms and products.

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