Technology Delivery Lead Specialist

Job Description

We are seeking a highly reliable and organized Technology Delivery Lead Specialist to join our Technology Delivery Lead team within the Client Success Departmen t. This role is critical in ensuring seamless client experience during custom production changes, hotfixes, and monthly release cycles. You will be the first point of contact during critical issues, manage client communications related to production changes, and support client validation activities during after-hours deployments

This is a client-facing, detail-oriented role requiring exceptional communication, organizational, and time management skills. The ideal candidate is dependable, responsive, and committed to delivering exceptional service in a fast-paced, dynamic environment

.
Key Responsibilitie

s Hotfix Support

: o Provide support during Tuesday and Thursday hotfix windo ws, ensuring smooth client validation after custom production change

s.%AA; Tracks and manages changes to be included in the Production Hotf

ixwindows, including verification with custom

er%AA; Coordinate with WSS and DevOps during maintenance windo

wso Execute backout scripts and CMUs as need

edo Participate in once-monthly production release windo ws, supporting client validation processe

s.
Critical Issue

s: o Serve as the first point of conta ct on client calls during critical issu es or production-impacting events (during working hou

rs)• Customer Submitted Issue Suppo

rt:· Assist with ServiceNow ticket management and initial triage of tick

ets· Includes reviewing the current tickets open for USAA and ensuring customer updates are occurring tim

ely
Internal Collaborati

on: o Work closely with internal engineering, support, and delivery teams to coordinate custom change implementati

ons.o Proactively identify and escalate risks or delays that may impact client deliv

ery.
Required Qualifications & Sk

ills · 2+ years of experience in technology delivery, client services, or a similar

role.Proven ability to manage communications and logistics around technical changes in production environm

ents.· Exceptional customer service skills with a client-first min

dset.· Outstanding organizational and time management skills—must be able to juggle multiple priorities. · Ability to work independently and reliably, especially during time-sensitive after-hours deployments. · Strong written and verbal communication sk

ills.· Comfortable joining and contributing to high-stakes client c

alls.· Understanding of change management and production release processes in technical environm

ents.
Preferred Qualifications/S

kills · Experience working in a SaaS, managed services, or enterprise IT environment. · Experience with Service Now ticketing system a

plus.o Experience with Mortgage Cadence Platform, to assist with initial ticket triage and resolution