GM-Product Delivery Lead

Role

GM - Product Delivery Lead - Web

Function / Department

Digital (COR) -Corporate

Job Purpose

Lead end-to-end delivery, transformation, and governance of telecom digital web platforms to drive superior customer experience, business growth, and operational excellence. Own product roadmap execution, website delivery, stakeholder alignment, vendor management, and digital platform optimization while ensuring scalable, secure, and high-performing customer digital journeys aligned with business objectives and organizational priorities.

Key Result Areas/Accountabilities

• Lead end-to-end website product delivery and digital transformation initiatives.
• Own roadmap execution for telecom website and digital customer journeys. Drive Agile delivery across multiple digital programs and releases.
• Manage website enhancements, feature launches, and production deployments.
• Collaborate with Product, Business, Technology, Marketing, Analytics, and Operations teams.
• Build and mentor high-performing delivery teams.
• Ensure timely delivery within scope, budget, and quality parameters.
• Manage multiple vendors, system integration and technology partners to ensure seamless delivery execution and govern vendor delivery, SI partners, and SLA adherence
• Drive customer experience optimization across acquisition, recharge, payment, support, and self-care journeys.
• Improve conversion, engagement, retention, and digital adoption metrics.
• Manage release planning, sprint governance, and backlog prioritization.
• Drive platform scalability, uptime, performance, and reliability and lead risk management, dependency tracking, and issue resolution.
• Drive executive governance and leadership reporting.
• Ensure compliance with security, privacy, accessibility, and enterprise standards.
• Partner with architecture teams on APIs, CMS, cloud, integrations, and modernization initiatives.
• Drive digital analytics and performance optimization initiatives.
• Lead defect reduction and continuous improvement programs. Ensure alignment of digital initiatives with business objectives and customer KPIs.

Core Competencies, Knowledge, Experience

• Digital Product Delivery Leadership
• Digital Product Roadmap Planning & Execution
• Telecom Digital Ecosystem understanding
• Website and Portal Delivery Management
• Agile / Scrum Delivery Model
• Design Thinking Methodology
• Executive Stakeholder Management
• Customer Experience (CX) Optimization
• Vendor and Partner Governance
• Risk and Dependency Management
• Data-driven Decision Making
• Digital Analytics and Reporting
• Team Leadership and People Management
• Strategic Planning and Execution
• Enterprise Delivery Governance
• Budget and Resource Management

Must have technical / professional qualifications

• B.Tech/BE/MCA/MBA/PGDM preferred
• 12-15+ years of experience in Digital Product Delivery
• SDLC, Release Management and Product Delivery Lifecycle expertise
• Experience to Web, Mobile App, CMS, API, and Digital Transformation programs
• Experience managing cross-functional teams and multiple vendors/partners
• Agile/Scrum/PMP Certification Preferred
• Telecom/Banking domain knowledge preferred
• Strong communication, leadership, and governance capabilities