Delivery Manager

The Team

The Delivery Management Team at Five9 is responsible for orchestrating the release and delivery of software with precision and agility leveraging best practices tools and technologies to ensure seamless integration rapid deployment and unwavering quality. This team is committed to fostering a collaborative environment that prioritizes continuous improvement and customer satisfaction driving forward the success of our organization and our clients. This is a highly visible team across the board due to the nature of work and the opportunities to engage with all departments within Five9 to deliver a quality software rollout experience to internal and external customers/stakeholders.

Role purpose

The purpose of this role is to manage and optimize the end-to-endprocess of software delivery and release management. This is a pivotalrole within Five9 as we rely heavily on regular software rollouts toproduction. The individual in this role as a strategic team member ensuresthe smooth delivery of software updates while managing the complexitiesand risks inherent in the release process and that releases are executedefficiently and any potential issues are getting addressed proactively tominimize disruptions to business operations. This role is essential formaintaining the agility of the company while ensuring the quality andreliability of software products.

There are no direct reports to this role.

How you contribute

End-to-End Delivery Management:

• Define and implement release schedules ensuring that deadlines and business needs are met.
• Manage the release pipeline and coordinate the activities of development QA operations and support teams and ensure that each release is thoroughly certified and delivered on time.
• Oversee the full release lifecycle from planning and development to deployment and post-release support.

Strategic Planning and Execution:

• Work closely with product management engineering and stakeholders to prioritize content for releases based on business objectives and customer impact.
• Ensure all releases align with the broader strategic goals of the business ensuring that new features enhancements and bug fixes are properly integrated into the release cycle.
• Proactively identify risks and potential bottlenecks in the release process and develop mitigation strategies.
• Address issues during the release process providing timely resolutions to minimize disruptions to the business.

Collaboration and Stakeholder Communication:

• Serve as the main point of contact for all stakeholders involved in the release process including senior leadership product ownersengineering teams operations teams customer support.
• Communicate progress blockers and risks to stakeholders at alllevels ensuring everyone is informed and aligned.
• Provide regular updates on the status of releases and the impact ofupcoming changes to business operations.

Continuous Improvement:

• Analyze the effectiveness of each release identifying opportunitiesfor process improvement automation and risk reduction.
• Drive the adoption of industry best practices in release managementensuring that releases are more efficient and predictable over timeand delivers real value to end customers.
• Establish and track key performance indicators (KPIs) and metricsrelated to release cycles such as release frequency deploymentsuccess rates and post-release defect rates and drive meaningfulactions.

Change Management and Tool Optimization:

• Ensure that all changes to production systems are properlydocumented tracked and managed according to best practices.
• Oversee version control and configuration management processes tomaintain consistency and traceability across releases.
• Manage and optimize release management toolkit (e.g. Jira GitLabLaunch Darkly etc.) to support an efficient release pipeline.
• Identify opportunities for automation in the release processreducing manual intervention and increasing speed and reliability.Skills competencies and qualifications

Requirements:

• Proven ability to inspire cross-functional teams in complex and fast-paced environments.
• Strong collaboration skills to work effectively across multiple teams anddepartments.
• Deep understanding of the software development lifecycle (SDLC)particularly in continuous integration continuous delivery (CI/CD) andrelease management.
• Strong organizational and time-management skills with experience inmanaging multiple releases simultaneously.
• Expertise in Agile Scrum or other project management methodologiesto plan track and execute releases efficiently.
• Strong analytical skills with the ability to identify potential risks earlyand mitigate them proactively.
• Ability to resolve issues under pressure maintaining a calm andsolution-oriented approach with very little guidance
• Excellent communication skills to articulate complex technical conceptsto both technical and non-technical stakeholders.
• Ability to manage expectations negotiate timelines and ensure allparties are aligned on release goals and outcomes.
• Bachelors degree (or equivalent) in relevant discipline with 5 yearsrelated work experience

Desirable experience:

• Proven track record of building mutually beneficial relationships at alllevels.
• A focus on metrics-driven improvement with a proven track record ofrefining processes and increasing efficiency over time.
• Customer focused action and results orientated with an alignment to our Values.Key relationships

Key stakeholders include:

• Engineering Service Owners.
• Product Managers.
• Customer Support and Technical Account Management groups.
• Engineering Operations Technical Program Managers and Production.
• Support teams.

Benefits:

• Five9 Shares
• Bonus Scheme
• 10% Flex Benefit
• Meal Allowance
• Medical Insurance
• Life Insurance
• 25 day Annual Leave Public Holidays