ICT Delivery Manager/ Colombia

The Delivery & Support Management Leader is responsible for governing and orchestrating all customer delivery and support activities executed through the Delivery & Support Partner across multiple LLA markets. This role ensures the partner consistently meets contractual SLAs, operational KPIs, quality standards, and compliance requirements.

Acting as the single central point of contact and escalation for Markets, this position provides end-to-end governance over partner performance, manages escalations, ensures timely delivery and resolution of customer-impacting issues, to guarantee seamless execution.

This role ensures full transparency and consistent performance across all markets, enabling LLA to deliver on its customer commitments while maintaining strong operational discipline and partner accountability.

• Lead the governance of the Delivery & Support Partner, ensuring adherence to SLAs, KPIs, contractual obligations, and operational standards.
• Conduct weekly, monthly, and quarterly business reviews with the partner, driving actions and remediation plans.
• Define, monitor, and optimize performance dashboards covering delivery timelines, incident resolution, backlog, quality metrics, and compliance.
• Ensure corrective actions are established for recurring issues, delays, or SLA deviations.
• Serve as the single, centralized escalation point for all Markets regarding delivery delays, implementation blockers, service performance issues, and partner-related concerns.
• Coordinate cross-functional escalation war rooms when critical incidents or customer-impacting issues arise.
• Guarantee that project execution follows standardized governance processes and that market PMOs comply with escalation and reporting protocols.
• Track delivery milestones, risks, dependencies, change requests, and overall portfolio health.
• Ensure the partner executes customer implementations on time, within scope, and meeting quality expectations.
• Ensure technical, operational, and readiness requirements are clearly understood and fulfilled by the partner.
• Provide strong reporting discipline to leadership on delivery health, risks, and KPIs

• Extensive experience leading technical delivery and support teams or PMO functions across multiple markets, with strong capabilities in coordinating partners, commercial teams, and technical stakeholders to ensure timely and high-quality customer implementations.
• Possess a strong understanding of delivery KPIs, SLA frameworks, and partner performance governance.
• Experience leading multi-country or regional delivery programs, preferably in telecom or ICT.
• Skilled in managing escalations with local PMOs, resolving delivery issues quickly, and maintaining full visibility of project risks, dependencies, and milestones.
• Solid foundation in project management methodologies, multi market operations, and delivery leadership is required
• Solid understanding of: SLA & KPI management, Incident and problem management, Project delivery methodologies (Agile & Waterfall), Commercial-to-Delivery alignment, Customer implementation processes
• Communicate effectively in Spanish and English across all markets and stakeholder levels

• Degree in Engineering, Information Technology, or related field
• Certifications such as PMP, PRINCE2, Scrum Master, or Agile Delivery credentials preferred

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