Head of Technical Delivery and Support

Serve as the primary coordination point between business stakeholders and the software development team for assigned initiatives, enhancements, defects, and support-related development work
Manage and govern the intake of technical requests across Monday.com, Freshservice, and other approved channels
Review incoming requests to clarify the business problem, desired outcome, priority, acceptance criteria, dependencies, and stakeholder decisions
Translate business needs into actionable technical work
Maintain a consolidated view of open development work, including website initiatives, operational projects, defects, enhancements, dependencies, and engineering-support tickets
Gatekeep work entering the development queue and prevent incomplete, duplicative, unapproved, or poorly defined requests from disrupting priorities
Establish priorities with business and technology leaders
Coordinate work through discovery, design, development, testing, release, and closure
Lead or facilitate standups, refinement sessions, planning discussions, delivery reviews, retrospectives, and stakeholder status meetings
Identify and drive resolution of blockers, stalled decisions, dependencies, scope changes, and resource conflicts
Coordinate Freshservice-originated development work and ensure tickets are tracked, communicated, and closed
Protect the development team from unnecessary interruptions and context switching
Ensure Monday.com boards and workflow tools accurately reflect status, ownership, priority, risks, dependencies, and next actions
Provide progress, risk, decision, delivery, and priority updates to leadership and stakeholders
Coordinate with UX, QA, marketing, infrastructure, support, vendors, and other teams
Help establish delivery standards for readiness, acceptance criteria, testing, release readiness, documentation, and post-release validation
Support adoption of Kanban, continuous delivery, work-in-progress limits, cycle-time measurement, and flow-based delivery practices
Continuously improve technical work intake, prioritization, delivery, communication, and measurement
Requirements 3-5 years of experience in technical project management, delivery management, program management, business analysis, product operations, or a similar role supporting software development teams
Experience bridging business stakeholders and technical teams when requirements are incomplete or priorities compete
Understanding of the software development lifecycle and ability to follow technical discussions and identify misaligned requirements, dependencies, or solutions
Strong discipline managing backlogs, priorities, dependencies, risks, decisions, milestones, and stakeholder communication
Experience maintaining Monday.com, Jira, Azure DevOps, Freshservice, or similar systems
Ability to distinguish operational support issues, defects, enhancements, projects, and product or architectural decisions and route them appropriately
Ability to turn loosely defined requests into clear, actionable work
Confidence facilitating conversations with executives, business leaders, engineers, designers, support teams, and external partners
Clear and direct communication skills
Ability to push back constructively when work is not ready, priorities are unclear, scope expands, or new requests disrupt committed work
Ownership of follow-through on stalled decisions, blockers, and missed commitments
Ability to bring structure to developing intake, prioritization, development, testing, and release-management practices
Collaborative, practical, organized, low-ego approach with a bias toward helping the broader team succeed
Experience coordinating websites, e-commerce, customer-facing digital, or multi-brand development work is helpful but not mandatory
Experience with Freshservice or ServiceNow is helpful but not mandatory
Experience designing or improving intake, prioritization, backlog, release-management, or demand-management processes is helpful but not mandatory
Experience supporting a transition from sprint-based Agile to Kanban or continuous delivery is helpful but not mandatory
Experience with cycle time, throughput, aging work in progress, cumulative flow, or other delivery-performance metrics is helpful but not mandatory
Background in business analysis, software development, UX, QA, IT operations, or technical support is helpful but not mandatory
Experience in storage, real estate technology, retail, e-commerce, or multi-location operating environments is helpful but not mandatory
PMP,

PMI-ACP

, PSM, CSM, or Kanban-related credentials are helpful but not required
Core Competencies Demonstrates expertise in technical project management and delivery management, with a strong focus on stakeholder communication, backlog management, and the software development lifecycle. Proficient in translating business needs into actionable technical work while ensuring effective prioritization and coordination across teams.
Highest-signal resume keywords Technical Project Management
Stakeholder Communication
Backlog Management
Software Development Lifecycle
Monday.com Management
ATS Optimization Keywords Hard Skills Technical Project Management
Backlog Management
Requirements Analysis
Agile Methodologies
Kanban Practices
Delivery Management
Risk Management
Dependency Management
Acceptance Criteria Definition
Release Management
Soft Skills Clear Communication
Collaboration
Organizational Skills
Facilitation Skills
Problem-Solving
Certifications & Qualifications PMP
PMI-ACP
PSM
CSM
Industry Keywords Software Development
E-commerce
Digital Development
Business Analysis
IT Operations
Tools & Technologies Monday.com
Freshservice
Jira
Azure DevOps
ServiceNow

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