Manager, IT Delivery

Are you ready to lead innovation at the heart of workplace technology? As the IT Delivery Manager for our Contact Center team, you'll drive the design, development, and deployment of cutting-edge solutions that power business operations. You'll collaborate with business leaders and sponsors to define scope and requirements, acting as the vital bridge between technical teams and stakeholders to deliver impactful systems and tools.

In this dynamic role, you'll mentor a talented technical support team, championing a culture of excellence and continuous improvement. You'll oversee the implementation and optimization of industry-leading contact center technologies-including Kore, Eccentex, and Genesys-while spearheading modernization initiatives and ensuring seamless integration of new platforms. Your expertise in vendor management, contract negotiation, managing licenses, and maintaining strong relationships with third-party partners are essential in this role.

If you thrive on driving change, managing multiple priorities, and delivering results in a fast-paced environment, this is your opportunity to help shape the future of the workplace technology call center through operational excellence, cross-functional collaboration, and a relentless pursuit of innovation.

Responsibilities:

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Responsible for delivering software releases relating to the product for the business units. Works with business clients to determine scope, and develops environmental requirements for each project.
• Works closely with management to develop and implement staffing and operational plans. Participates in the development of short and long term department goals. Monitors and reports on service delivery metrics and overall performance.
• Develops and implements changes to department policies and procedures to meet changing business needs and to achieve department objectives. Identifies opportunities for continuous improvement.
• Leads quality initiatives to improve the delivery of service levels. Works with senior management in the planning, development, and execution of short and long range goals.
• Presents status, metrics, and department initiatives at meetings with management and project peers. Maintains relationships with technical teams, IT, and business partners.
• Participates in the development of the department budget. Reviews expenses and ensures department operates within budgetary guidelines.
• Ensures staff complies with information technology and information security policies and procedures, and verifies that deliverables meet requirements.
• Participates in special projects and performs other duties as assigned.

• Experience with call center technologies (i.e. Genesys, Kore)
• Vendor Management, contract management
• Minimum of eight years related work experience, with at least five years of project management experience.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• Strong background in leading technical teams and collaborating with sourcing/business units.
• Excellent communication, problem-solving, and organizational skills.
• Proven experience in driving and delivering business outcomes.
• Ability to drive change, manage multiple priorities, and deliver results in a dynamic environment.