Technical Delivery Lead

This role sits within Acceleraate's Professional Services team, working alongside our CX Architects and CX Engineers who specialise in the deployment and ongoing optimisation of Zoom Contact Center, Zoom Virtual Agent, and Zoom Phone. Rather than configuring the technology yourself, you will orchestrate the people, process, and communication around every project — supporting our technical team to do their best work, and giving our clients a smooth, well-governed journey from kick-off through to go-live and beyond. This is not a project administration role and it’s more than just Project Management: it requires the technical fluency to understand what's being delivered, and the strength of character to lead, challenge, and hold people to account — internally and externally. You will report to our Professional Services Director, working collaboratively with them to expand our capacity to run multiple simultaneous client engagements to the same high standard. This role carries real authority: you will direct the priorities of our technical delivery team on the projects you own, not simply relay messages between them and the client.

Why this role is exciting

• Front and Centre with Clients: You'll be the face of Acceleraate that clients see and trust, leading from the front both internally and externally.
• Diverse, High-Impact Projects: Work with a diverse set of customers across the private and public sectors, deploying exciting AI-powered customer experience solutions.
• Real Ownership, Not Just Coordination: You'll be trusted to make decisions, hold people accountable, and drive genuine outcomes for our clients.

What you will be doing

• Orchestration of client projects: Successfully deliver multiple client projects simultaneously, ensuring high-quality delivery throughout.
• Orchestrate all phases of a project across a diverse set of tasks, including discovery, number porting, integrations, training, UAT, and go-live.
• Lead project kick-off calls with genuine energy, maintaining the excitement built during the sales process.
• Manage and document the operational detail and decision-making required to deliver the client's desired outcomes.
• Understand commercial frameworks and scope of SoW's, cross referencing where necessary and ensuring projects are tight and accurate on delivery.
• Drive the project timeline, holding all parties to account so projects are delivered on time and on budget.
• Proactive and pre-emptive communication: Deliver clear, frequent reporting both internally and externally, ensuring tight project governance.
• Identify risks across project, technical, and people dimensions, and devise strategies to remove or minimise them.
• Manage the ‘unhappy path’, providing constructive solutions and workarounds when problems arise.
• Keep proactive eyes left and right, making sure projects don't come off the rails, and avoiding escalations.
• Anticipate what could go wrong before it happens, mitigating risk up front rather than reacting to it.
• Build trust with clients and internal teams: Build deep relationships and rapport with customers, not just transactional dry communication.
• Diffuse difficult situations, remaining professional and protecting our reputation.
• Make effective decisions daily, commit to them, and drive the actions forward.
• Be comfortable saying ‘no’ to clients, explaining why, and offering alternative options.
• Challenge clients' ways of working and existing thinking to best support their desired outcomes.
• Identify further areas of opportunity where Acceleraate could support the client.

Strengthen how we deliver

• Work with our Professional Services Director to identify gaps in our delivery processes and tooling, and drive improvements that increase quality and consistency across every engagement.
• Build and refine the playbooks, templates, and checkpoints that let us scale the number of simultaneous projects we run without compromising on quality.
• Bring an outside eye to how we work, question existing ways of doing things internally, not just with clients.

What we’re looking for

We know you might not have experience in every area this role touches. That's fine, be honest about what you're good at and where you have gaps. Attitude and trust matters most to us; we can help fill gaps in experience and knowledge, but only for those capable of receiving honest feedback and wanting to be the best at what they do.

Skills

• Understand the technical nuances of the solution being deployed, with real attention to operational detail. The small things often matter the most.
• Maintain context and the history of previous decisions and conversations to keep projects moving forward.
• Strength of personality to hold people accountable and say ‘no’ when it's needed to deliver the right solution for our clients.
• A builder mentality is essential. As a growing business that is continually changing and developing, a propensity for self-action and direction is critical.
• If you need hand-holding, please don't apply, we aren't the right organisation for you.
• A genuine interest in improving how we work, not just what you personally deliver, spotting where our processes, tooling, or quality controls could be better, and doing something about it.
• AI - it's a buzz at the moment. Here's what we expect you to be able to do: Prompts - be capable of writing prompts for LLMs that achieve specific goals. Guard rails - implement appropriate guard rails and adversarial testing to ensure AI remains focused on the task at hand.