Role Overview

We are looking for a Technical Product Delivery Manager to take full ownership of delivery, support, and operational stability of the Velvetel product line.

This is not a coordination-only PM role and not a purely product or backlog-focused position.

This role is for someone who:

• owns delivery end-to-end
• steps in when things break
• understands systems beyond dashboards
• and drives outcomes, not processes

You will be responsible for ensuring that features are delivered, systems are stable, incidents are resolved, and clients are satisfied — even in complex and high-pressure situations.

This role combines:

• Delivery Management
• Technical Support Ownership
• Operational Leadership
• Hands-on Technical Involvement (L1/L2 when needed)

Responsibilities

Delivery & Execution

• Own end-to-end delivery across product enhancements, fixes, client-driven work, and operational improvements
• Translate priorities into realistic plans and ensure execution happens
• Balance roadmap, support load, and urgent work within real capacity
• Drive issues to closure and prevent work from being lost between teams

Support & Incident Ownership

• Own support processes, escalation flows, and service quality
• Personally engage in critical incidents, outages, and client escalations
• Ensure fast and structured resolution of production issues
• Build stability and reliability into release and support processes

Technical Involvement

• Step in hands-on at L1/L2 level when needed
• Investigate issues, analyze logs, reproduce problems, and narrow root causes
• Distinguish between:
  • user errors
  • configuration issues
  • product bugs
  • infrastructure failures
  • integration problems
• Provide clear technical problem statements for engineering

Process & Operations

• Improve delivery workflows, escalation paths, and execution discipline
• Establish structured approaches to service quality and support readiness
• Create visibility into risks, blockers, priorities, and delivery status

Leadership & Collaboration

• Work closely with Engineering, QA, DevOps, Support, and Leadership
• Align distributed teams across time zones
• Take ownership in difficult situations and drive resolution

Requirements

• 5+ years in software delivery / project / program / product delivery management
• Strong experience delivering live SaaS or production systems
• Proven ownership mindset: ability to drive execution, not just coordinate
• Solid technical background (development or DevOps)
• Ability to:
  • read logs
  • analyze incidents
  • troubleshoot issues
  • understand system behavior
• Hands-on readiness to engage at L1/L2 support level when required
• Experience working with cross-functional teams (Engineering, QA, DevOps, Support)
• Strong incident and escalation management skills
• Experience working in distributed teams and global environments
• High accountability and resilience under pressure

Benefits

• Velvetech is in the TOP 5 development companies in Illinois, USA
• You have FLEXIBLE working conditions and a COOPERATIVE environment
• Competitive salary
• Many CHALLENGING and exciting projects with new opportunities and learning
• GROWTH opportunities, skills and competencies improvement, and professional certification
• In-company TRAINING (English, Software / DevOps / Project management / Design / Business)

Our team

We are a friendly team of 170+ professionals where everyone is able to achieve high results and grows professionally not only due to their own knowledge and skills but also with the support of colleagues. Values that we highly appreciate are high performance, responsibility, respect, and loyalty. In order to have a highly motivated team, Velvetech invests in their people, additional education, certification, and others. You choose your career path and we are here to support you!

People work together in harmony, encouraging each other to continuously learn, progress, and pursue perfection. Our employees enjoy working as we turn challenges into advantages to share success with each other.