Natalia - Agile Delivery Manager Scrum Master

Demonstrated experience with SDLC.

Demonstrated experience with Software Development.

Demonstrated experience with Quality Assurance.

Demonstrated experience with APIs.

Demonstrated experience with System Integrations.

Led product strategy, roadmap, delivery planning, and backlog prioritization for Avianca's digital product portfolio, including Internet Booking Engine (IBE), PROMO (digital merchandising), and Message (Notifications), ensuring alignment between customer needs, business priorities, and engineering capacity.. Led a four-person UX team while coordinating 20+ cross-functional team members across two delivery teams, managing multiple concurrent digital product initiatives by balancing priorities, dependencies, risks, and stakeholder alignment to ensure predictable delivery and timely releases.. Translated operational and business requirements into delivery-ready initiatives, including scope, user stories, functional requirements, UX deliverables, and acceptance criteria.. Managed delivery priorities, dependencies, risks, and cross-functional alignment across two delivery teams, supporting predictable releases every two weeks and ensuring alignment with business priorities.. Defined and monitored product and delivery KPIs, including conversion rate and user drop-off rate, using customer feedback and product data to prioritize improvements.

Owned the end-to-end delivery of managed technology services for Avianca, combining BAU operations, production support, incident management, SLA governance, and continuous product enhancements.. Managed two critical service streams: a 24/7 production support operation responsible for incident triage, escalation, hotfix coordination, and business continuity, and a delivery stream for ongoing product enhancements and releases.. Balanced operational demand against the enhancement backlog, prioritizing work based on business impact, client commitments, SLA risk, and available team capacity.. Acted as a key escalation point for critical production issues, coordinating Product, Engineering, QA, Design, and business stakeholders to drive issue resolution, minimize service disruption, and maintain client communication.. Established service governance and performance monitoring, using operational KPIs, delivery metrics, and regular service reviews to identify risks, track service health, and drive corrective actions and continuous improvement.. Managed strategic client relationships and executive stakeholder alignment, proactively surfacing delivery risks, operational gaps, and dependencies.. Led resource allocation and delivery trade-offs across multiple workstreams, protecting critical service commitments while maintaining progress on planned enhancements and releases.

Managed 5+ strategic customer accounts as the primary point of contact, aligning technology services with client objectives, operational needs, and contractual commitments.. Translated customer requirements into actionable delivery plans and coordinated cross-functional teams to maintain alignment throughout execution.. Managed Time & Materials, Fixed Price, and SaaS/Licensing engagements, overseeing service invoicing, billing accuracy, and contractual compliance.. Monitored account and service performance through KPIs, customer feedback, and executive business reviews; managed risks and escalations and identified service-improvement opportunities.. Expanded monthly account revenue by €20,000 by identifying delivery capability gaps and introducing specialized technical capabilities, enhancing service delivery and customer value.

Led end-to-end delivery of software initiatives, from requirements and solution definition through development, testing, deployment, and post-production support.. Partnered with Product Managers and 10+ business stakeholders to define user stories, acceptance criteria, scope, and delivery priorities for engineering teams.. Coordinated production deployments and rollback plans, managing up to three production releases per week while proactively addressing technical dependencies, cross-project impacts, delivery risks, blockers, and scope changes.. Developed and managed project roadmaps, timelines, milestones, dependencies, and delivery plans, ensuring alignment across cross-functional teams and stakeholders.

Led and mentored a team of four Senior QA Engineers, managing test planning, workload allocation, capacity, and quality activities across software initiatives.. Defined QA and UAT strategies, test plans, test matrices, and release-readiness criteria to support reliable product releases.. Established a centralized test-case repository and standardized testing practices across projects, improving consistency and maintainability of QA assets.. Led end-to-end QA and UAT for strategic technology projects, validating vendor deliveries against airline functional requirements, business processes, and acceptance criteria to ensure production readiness.

Developed web applications using Java and CMS platforms, contributing across front-end development, back-end business logic, relational databases, and unit testing.. Collaborated with designers and delivery teams through the full software development lifecycle, including production deployments and post-release support.