Online Service Delivery Manager Jobs in Raleigh, NC

Toshiba Global Commerce Solutions is seeking an Executive Director of Client Delivery that will be a hands-on technical delivery leader responsible for ensuring successful client implementations, solution adoption, and production readiness across complex software environments. This role requires practical fluency across the software stack, the ability to work directly with customers to explain technical implementations and resolve delivery concerns, and the discipline to coordinate internal teams around commitments, dependencies, risks, and client outcomes. 

Key Responsibilities 

• Lead client delivery execution for complex software implementations, integrations, deployments, upgrades, and production readiness activities. 
• Maintain hands-on fluency across the software stack to assess implementation feasibility, integration behavior, configuration impacts, environment dependencies, security considerations, deployment readiness, and operational risk. 
• Translate technical implementation details into clear client-facing explanations, delivery impacts, risks, trade-offs, and timeline considerations. 
• Engage directly with customers to explain implementation approach, clarify solution behavior, address technical concerns, manage escalations, and build confidence in delivery plans. 
• Coordinate internal engineering, QA, architecture, DevOps, product, support, services, and program teams around client priorities, delivery dependencies, issue resolution, and go-live commitments. 
• Drive delivery discipline through implementation planning, readiness reviews, technical risk management, issue tracking, release coordination, and transparent client status communication. 
• Provide hands-on technical guidance during client delivery to validate implementation approach, troubleshoot blockers, evaluate integration risks, and ensure the solution can operate successfully in the client environment. 
• Use delivery metrics, client feedback, defect trends, deployment outcomes, support data, and production readiness indicators to improve client delivery predictability and implementation quality. 

Required Qualifications 

• Demonstrated ability to understand and discuss software architecture, application design, integration patterns, deployment pipelines, databases, infrastructure, security, observability, and production support at a practical technical depth. 

• Proven experience communicating directly with customers, including explaining technical implementations, discussing trade-offs, handling escalations, and aligning client needs with delivery execution. 

• Strong track record of coordinating cross-functional execution across engineering, QA, product, architecture, DevOps, operations, support, services, and program teams to meet client commitments. 

• Ability to balance client delivery leadership with hands-on technical engagement when needed to assess risk, clarify implementation direction, resolve blockers, or support customer confidence. 

• Strong communication skills, including the ability to present clearly to customers, senior leadership, and technical audiences. 

• Strong understanding of implementation delivery, DevOps practices, quality engineering, release coordination, operational support models, production readiness, and continuous improvement practices. 

Preferred Qualifications 

• Experience in customer-facing technology leadership roles supporting complex implementations, enterprise integrations, or mission-critical production systems. 

• Experience supporting enterprise software implementations in platform, retail technology, payments, commerce, cloud, or similarly complex technology environments. 

• Background in platform modernization, cloud migration, microservices, API strategy, mobile or edge computing, data platforms, or high-availability transaction systems. 

• Familiarity with delivery and reliability indicators such as deployment health, lead time, change failure rate, mean time to recovery, defect escape trends, customer-impacting incidents, and acceptance quality. 

• Experience working in regulated, security-sensitive, or high-availability environments where reliability, compliance, scalability, and customer confidence are critical. 

Client Delivery Expectations 

• Operate as a credible bridge between customers, client delivery teams, product leaders, architecture, and technical execution teams. 

• Communicate technical risks, delivery impacts, quality concerns, and implementation trade-offs in clear customer and business terms. 

• Demonstrate the judgment to engage deeply in technical details when needed while keeping internal teams focused on client outcomes, implementation quality, and delivery commitments. 

Success Measures 

• Customer confidence improves through clear technical communication, reliable delivery commitments, and effective escalation management. 

Client implementations, deployments, and readiness activities are delivered with quality, predictability, and alignment to business priorities. 

• Technical implementations are well understood, well communicated, and supported by sound architecture and operational readiness. 

• Cross-functional teams operate with clear ownership, transparent status, and measurable progress against commitments. 

Client delivery practices improve over time through stronger readiness reviews, better planning, clearer technical communication, increased automation, and data-driven continuous improvement. 

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.
The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.
Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days

EEO:
Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation
DIVERSITY, EQUITY & INCLUSION:
We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.