The Delivery & Support Management Leader is responsible for governing and orchestrating all customer delivery and support activities executed through the Delivery & Support Partner across multiple LLA markets. This role ensures the partner consistently meets contractual SLAs, operational KPIs, quality standards, and compliance requirements.

Acting as the single central point of contact and escalation for Markets, this position provides end-to-end governance over partner performance, manages escalations, ensures timely delivery and resolution of customer-impacting issues, to guarantee seamless execution.

This role ensures full transparency and consistent performance across all markets, enabling LLA to deliver on its customer commitments while maintaining strong operational discipline and partner accountability.

Lead the governance of the Delivery & Support Partner, ensuring adherence to SLAs, KPIs, contractual obligations, and operational standards.
Conduct weekly, monthly, and quarterly business reviews with the partner, driving actions and remediation plans.
Define, monitor, and optimize performance dashboards covering delivery timelines, incident resolution, backlog, quality metrics, and compliance.
Ensure corrective actions are established for recurring issues, delays, or SLA deviations.
Serve as the single, centralized escalation point for all Markets regarding delivery delays, implementation blockers, service performance issues, and partner-related concerns.
Coordinate cross-functional escalation war rooms when critical incidents or customer-impacting issues arise.
Guarantee that project execution follows standardized governance processes and that market PMOs comply with escalation and reporting protocols.
Track delivery milestones, risks, dependencies, change requests, and overall portfolio health.
Ensure the partner executes customer implementations on time, within scope, and meeting quality expectations.
Ensure technical, operational, and readiness requirements are clearly understood and fulfilled by the partner.
Provide strong reporting discipline to leadership on delivery health, risks, and KPIs

Extensive experience leading technical delivery and support teams or PMO functions across multiple markets, with strong capabilities in coordinating partners, commercial teams, and technical stakeholders to ensure timely and high-quality customer implementations. Possess a strong understanding of delivery KPIs, SLA frameworks, and partner performance governance. Experience leading multi-country or regional delivery programs, preferably in telecom or ICT. Skilled in managing escalations with local PMOs, resolving delivery issues quickly, and maintaining full visibility of project risks, dependencies, and milestones. Solid foundation in project management methodologies, multi market operations, and delivery leadership is required Solid understanding of: SLA & KPI management, Incident and problem management, Project delivery methodologies (Agile & Waterfall), Commercial-to-Delivery alignment, Customer implementation processes Communicate effectively in Spanish and English across all markets and stakeholder levels
Preferred education/Qualifications:	Specific Knowledge/Experience/Software/Apps:
Degree in Engineering, Information Technology, or related field Certifications such as PMP, PRINCE2, Scrum Master, or Agile Delivery credentials preferred	Experience leading PMO teams or large-scale delivery operations Understanding of public cloud delivery models and partner operations (AWS, Azure, etc.). Strong understanding of partner delivery models and KPI governance Proven ability to work with commercial teams on customer delivery expectations and implementation readiness Hands on experience with tools such as JIRA, Salesforce, MS Project, or other project/portfolio governance systems Experience with Agile and waterfall project methodologies Ability to coordinate escalations across markets and external partners

REQUIRED CRITICAL COMPETENCIES AND BEHAVIORS \| BUSINESS FOCUS
Strong results orientation and ownership mindset Decision making under pressure and in complex delivery environments Collaborative leadership across markets and stakeholder groups High communication clarity and escalation discipline Customer centric with strong delivery accountability

OTHER IMPORTANT DETAILS ABOUT THE ROLE
High exposure to Central and OpCo leadership and commercial teams Acts as the delivery governance and escalation point for all customer implementations Requires strong coordination with partners, vendors, and internal teams Multi market role with potential travel for escalation management or major customer deployments

Senior Manager ICT Delivery and Support