Technical Project Manager

Job details:

Role: Technical Project Manager

Duration: 12 Months
Work Location: Miami, FL / Plantation, FL

Technical Project Manager Cross-Functional, Infrastructure & Operations

Role Summary

This role leads program management, cross-functional coordination, and stakeholder reporting for XD Shared Services platforms and initiatives. The selected candidate will operate at the intersection of Agile delivery, IT Service Management (ITSM), and executive stakeholder communications, ensuring that complex, multi-workstream program dependencies remain visible, governed, and aligned with committed delivery objectives.

This position serves as a key liaison between XD Product Teams in Customer Service IT and TSO organizations, including Enterprise Compute, Network Services, and Operations, as well as external vendor partners. The role also supports the IT Senior Manager by providing consolidated updates on TSO progress, risks, dependencies, and leadership action items for executive stakeholders.

Key Responsibilities

Program & Project Management

• Own program-level tracking and governance of TSO dependencies, risks, and action items across XD program workstreams, including Contact Center (Amazon Connect), Application Integration and API Management, CRM and Billing (SAP, CIS, Salesforce), and Digital Experience (Adobe Experience Platform, Web, and Mobile).
• Manage Transition to Operations (TTO) and IT Service Transition activities across program workstreams, proactively identifying and escalating blockers while surfacing at-risk items to leadership.
• Coordinate cross-functional TSO planning and delivery activities in support of XD program objectives.
• Facilitate alignment among technical teams, operational stakeholders, and vendor partners to ensure successful execution of program milestones and deliverables.
• Monitor and report on program health, key dependencies, and delivery commitments across multiple concurrent initiatives.
• IT Service Management (ITSM) & ServiceNow
• Coordinate ServiceNow service requests, change requests, and related operational activities by partnering with technical teams across TSO departments to triage, expedite, and escalate requests as necessary to meet service-level agreements (SLAs) and XD program commitments.
• Act as a liaison between XD product teams and TSO operational organizations to ensure efficient resolution of operational and service-management issues.
• Partner with the TSO Fusion Center to define and operationalize the target support model, ensuring the Fusion Center evolves from limited awareness of XD-owned production platforms to an appropriately informed, consulted, and engaged operational partner.
• Stakeholder Reporting & Executive Communications
• Develop and maintain recurring status reports, dashboards, and executive presentations supporting TSO updates, XD leadership reviews, governance forums, and portfolio-level reporting.
• Translate complex technical dependencies, operational risks, and platform considerations into concise, business-focused communications for executive leadership, while also tailoring communications for technical and implementation teams.
• Prepare leadership briefing materials, decision-support content, and executive summaries to facilitate informed decision-making and stakeholder alignment.

Agile Delivery & Facilitation

• Identify, track, and help resolve cross-team dependencies, risks, and impediments, escalating issues when necessary to maintain program momentum.
• Maintain and prioritize the program-level backlog of XD dependencies requiring support or action from TSO organizations and teams.
• Facilitate coordination across Agile teams, operational partners, and shared services organizations to ensure delivery objectives remain aligned and achievable.

Qualifications

• 7+ years of experience in technical program management, IT project management, delivery management, or a related discipline within a large enterprise environment.
• Experience working simultaneously within Agile delivery frameworks (SAFe, Scrum, Kanban) and ITSM operating models.
• Strong working knowledge of ServiceNow, including Incident, Change, CMDB, and Project/Portfolio Management capabilities.
• Demonstrated ability to create executive-level reporting, facilitate governance forums, and drive stakeholder alignment across engineering, operations, and business leadership teams.
• Strong organizational, communication, and relationship-management skills, with the ability to influence without direct authority.
• Comfortable operating within complex technology environments involving cloud platforms, enterprise integrations, contact center technologies, and shared services organizations. While hands-on technical expertise is not required, the ability to credibly discuss technical dependencies, risks, and delivery considerations is essential.
• Experience supporting service transition, operational readiness, or production transition planning within a shared services, platform, or enterprise technology environment is highly desirable.