Project Delivery Manager

Role Description

The Project / Delivery Manager owns one critical question: “How do we execute what we promised?” You take the Solution Consultant’s vision and turn it into a clear execution plan, structured backlog, and predictable delivery rhythm - from initial scoping through go-live and stabilization. You are the operational backbone of AI agent pilots and enterprise deployments, ensuring alignment across clients, engineering, data, and AI teams while keeping delivery on track.

Key Responsibilities

• Scoping & Handover from Solution Consultant
  • Step in once a pilot or project is conceptually approved.
  • Formal Handover:
    • Receive full delivery context, including:
      • Discovery findings
      • Workflow maps and agent logic
      • Success criteria and KPIs
      • Pilot narrative and client expectations
    • Clarify:
      • Scope, constraints, dependencies, and assumptions
      • Technical and operational boundaries
  • Scope Confirmation:
    • Translate high-level workflows into clear delivery components:
      • AI Agent versions (v0, v1, v2…)
      • Integrations, channels, and data sources
      • Dashboards, reporting, and monitoring
      • Training, enablement, and documentation
    • Align internally and with the client on:
      • What is in scope vs out of scope for each phase
• Detailed Planning & Backlog Management
  • Own building the delivery plan and timeline:
    • Milestones, sprints, and go-live checkpoints
    • Cross-team dependencies (AI, backend, integrations, data, CX ops)
  • Create and maintain the delivery backlog:
    • Break down deliverables into tasks and subtasks
    • Assign clear owners (AI Agent Engineers, Backend, Frontend, Data, Solutions)
  • Keep tools accurate and trusted:
    • Trello / Jira / Notion as the single source of truth
    • Task status, blockers, due dates, and changes
• Coordination & Day-to-Day Execution
  • Be the operational heartbeat of each pilot or project.
  • Responsibilities include:
    • Running regular execution cadences:
      • Standups and check-ins
      • Progress reviews and decision syncs
    • Ensuring tight collaboration between:
      • Solution Consultants (business & workflows)
      • Engineering and AI teams (implementation)
      • Client stakeholders (CX, IT, Operations, Compliance)
    • Driving execution discipline:
      • Clear meeting notes
      • Action items with owners and deadlines
      • Relentless follow-up until closure
• Risk, Change & Stakeholder Management
  • Maintain a risk & issues log covering:
    • Technical risks (data access, integrations, latency, environments)
    • Business risks (scope creep, stakeholder shifts, external dependencies)
  • Manage change transparently:
    • Assess impact on scope, timelines, and delivery
    • Align with stakeholders before execution
  • Provide clear, consistent communication:
    • Status updates
    • Escalations when needed
    • Expectation management throughout the lifecycle
• UAT, Go-Live & Post-Go-Live Stabilization
  • Plan and coordinate:
    • UAT cycles and acceptance criteria
    • Go-live readiness and rollout plans
  • Ensure smooth transition:
    • Monitor early performance and issues
    • Coordinate fixes and optimizations
  • Own final handover:
    • Documentation
    • Support transition
    • Clear ownership post-delivery

Qualifications

• 5-8 years in:
  • SaaS implementation
  • Technical project management
  • Digital or platform delivery
• 3+ years delivering enterprise projects with multiple stakeholders (business & IT)
• Proven experience with:
  • Integrations, APIs, and data-driven workflows
  • Background in CX, contact centers, CRM, or customer-facing platforms is a strong plus
  • Experience working closely with product and engineering teams in Agile/Scrum environments

Requirements

• Must-Have Skills
  • Project & Delivery Excellence
    • Strong command of:
      • Scoping, timelines, milestones
      • RAID (Risks, Assumptions, Issues, Dependencies)
    • Confident running:
      • Standups, execution reviews, steering meetings
  • Technical Literacy (Non-Coding)
    • Comfortable with:
      • API-based integrations and webhooks
      • Data flows between systems
    • Able to:
      • Read basic API documentation and JSON payloads
      • Translate technical constraints into delivery decisions
    • Solid conceptual understanding of:
      • SaaS platforms
      • LLMs and AI agent workflows
  • Stakeholder Management & Communication
    • Can confidently manage:
      • CX leadership
      • IT and engineering teams
      • Internal product and AI stakeholders
    • Produces:
      • Clear documentation
      • Actionable recaps
      • Concise, honest status updates
  • Execution Mindset
    • Turns ideas into:
      • Tasks, owners, and deadlines
    • Keeps delivery tools always current and reliable
    • Strong sense of ownership and follow-through
  • AI Project Awareness
    • Comfortable with:
      • Iterative AI delivery (experiments, versions, evaluation cycles)
      • Data privacy, guardrails, and quality metrics
    • Understands that AI delivery is adaptive, not linear

Benefits

• Work at the intersection of AI, CX, and enterprise delivery
• Shape how AI agents are deployed in real-world, high-impact environments
• Partner with strong product, AI, and engineering teams
• Own delivery end-to-end - not just coordination
• Help define delivery standards for a brand-new AI business line

Company Description

Lucidya is building the next generation of AI-powered customer experience solutions for enterprises across the MENA region. Our new AI Agents business line focuses on deploying intelligent, enterprise-grade AI agents that automate, assist, and augment customer-facing and operational workflows - securely, reliably, and at scale.