Technology Delivery Lead Specialist

Description

We are seeking a highly reliable and organized technology delivery lead specialist to join our technology delivery lead team within the client success department. This role is critical in ensuring seamless client experience during custom production changes, hotfixes, and monthly release cycles. You will be the first point of contact during critical issues, manage client communications related to production changes, and support client validation activities during after-hours deployments.

This is a client-facing, detail-oriented role requiring exceptional communication, organizational, and time management skills. The ideal candidate is dependable, responsive, and committed to delivering exceptional service in a fast-paced, dynamic environment.

Job responsibilities

• Provide support during Tuesday and Thursday hotfix windows, ensuring smooth client validation after custom production changes.
• Track and manage changes to be included in the production hotfix windows, including verification with customer.
• Coordinate with WSS and DevOps during maintenance windows.
• Execute backout scripts and CMUs as needed.
• Participate in once-monthly production release windows, supporting client validation processes.
• Serve as the first point of contact on client calls during critical issues or production-impacting events (during working hours).
• Customer submitted issue support:
• Assist with ServiceNow ticket management and initial triage of tickets.
• Review current tickets open for USAA and ensure customer updates are occurring timely.
• Work closely with internal engineering, support, and delivery teams to coordinate custom change implementations.
• Proactively identify and escalate risks or delays that may impact client delivery.

Requirements

• 2+ years of experience in technology delivery, client services, or a similar role.
• Proven ability to manage communications and logistics around technical changes in production environments.
• Exceptional customer service skills with a client-first mindset.
• Outstanding organizational and time management skills—must be able to juggle multiple priorities.
• Ability to work independently and reliably, especially during time-sensitive after-hours deployments.
• Strong written and verbal communication skills.
• Comfortable joining and contributing to high-stakes client calls.
• Understanding of change management and production release processes in technical environments.

Preferred qualifications/skills

• Experience working in a SaaS, managed services, or enterprise IT environment.
• Experience with ServiceNow ticketing system is a plus.
• Experience with Mortgage Cadence Platform to assist with initial ticket triage and resolution is a plus.

Hours for FTE

• Offshore/after-hours resource – 100%.
• Own hotfix maintenance windows – late night/early morning (6-8 hours per week) Tuesday/Thursday 10:30pm CT – 2am CT (often completed in 2-3 hours).
• Participate in USAA deployment bridges - late night/early morning.
• Coordinate with WSS and DevOps during maintenance windows.
• Execute backout scripts and CMUs as needed.
• Support monthly production deployments – once a month 4-5 hours of support (typically one Saturday 2am – 6am CT).
• Assist with ServiceNow ticket management and initial triage of new tickets - 10-20 hours per week.
• Track and manage the changes to be included in production hotfix windows - 6-8 hours per week.