Technical Delivery Manager -Pega

Job Role : Technical Delivery Manager (Experienced in PEGA projects)

Experience Required : 15-20 Years

Job Location : Chennai / Hyderabad

Work Model: Hybrid (3 days WFO)

Role Summary

The PEGA Delivery Manager is responsible for leading the delivery, support, and continuous enhancement of Customer Service and Healthcare applications built on the PEGA platform. This role combines delivery management, technical leadership, stakeholder engagement, and people leadership to ensure successful execution of strategic initiatives and operational excellence.

The Delivery Manager will lead a team of PEGA developers, business analysts, and cross-functional resources while partnering closely with Product Owners, Business Stakeholders, Architecture teams, and Vendor partners to deliver scalable, high-quality solutions aligned with business objectives and standards.

The role requires strong expertise in PEGA Customer Service Framework, Healthcare domain processes, system integrations, Agile delivery, and production support.

Essential Responsibilities

• Lead end-to-end delivery of PEGA-based Customer Service applications, ensuring scope, schedule, quality, and budget objectives are achieved.
• Manage and mentor PEGA development teams, fostering technical excellence, accountability, and continuous improvement.
• Collaborate with Product Owners, Business Analysts, Architects, and business stakeholders to define roadmaps, priorities, and delivery plans.
• Drive Agile/Scrum execution, sprint planning, backlog refinement, release planning, and delivery governance.
• Oversee application development, production support, incident management, root cause analysis, and performance optimization activities.
• Ensure compliance with enGen SDLC standards, security practices, governance processes, and healthcare regulatory requirements.
• Manage project risks, dependencies, escalations, and stakeholder communications across multiple initiatives.
• Review technical designs, conduct walkthroughs, enforce coding standards, and ensure high-quality deliverables.
• Coordinate release deployments, production validations, and post-implementation support activities.
• Track delivery metrics, productivity, quality indicators, and continuously improve team performance.
• Support hiring, onboarding, coaching, and performance development of team members.
• Act as the primary escalation point for delivery and production support issues.
• Provide leadership updates, project status reporting, and executive-level communications.

Experience & Core Skills Backend (Mandatory)

• 15+ years of IT experience with 8+ years of hands-on PEGA experience.
• Bachelor's degree in computer science, Engineering, Information Systems, or related field.
• Minimum 3+ years of experience leading development teams or delivery teams.
• PEGA CSA and CSSA certification (LSA preferred).
• Strong experience with PEGA Customer Service Framework and PEGA Platform 8.x.
• Experience leading large-scale PEGA projects in Healthcare or Health Insurance domains.
• Strong understanding of Case Management, Workflows, Decisioning, Integrations, and Application Performance Management.
• Experience with REST/SOA services, Microservices Architecture, and Axway API integrations.
• Knowledge of Java, Kafka, and enterprise integration patterns.
• Experience of managing Agile/Scrum delivery teams.
• Strong stakeholder management and client-facing communication skills.
• Experience handling production support, incident management, and release management activities.
• Experience with ServiceNow, JIRA, Confluence, Splunk, Dynatrace, and monitoring tools.
• Experience with Healthcare Customer Service, Appeals & Grievances, Claims, Benefits, and Member Services.

Technical Skills

• PEGA Customer Service Framework, PEGA Platform 8.x
• Case Management & Workflow Design, REST APIs & Integrations
• Axway API Gateway, Java & Kafka
• Microservices Architecture, Production Support & Performance Tuning
• Application Architecture & Design, Leadership Skills
• Delivery Management
• Program & Release Management, Team Leadership & Mentoring
• Stakeholder Management, Risk & Dependency Management
• Vendor Coordination, Agile Delivery Leadership
• Executive Communication

Domain Skills

• US Healthcare, Health Insurance Operations
• Customer Service Platforms, Appeals & Grievances
• Claims & Member Services, Ideal Candidate Profile