Manager, IT Delivery

This role is also accountable for building modern crew and client experience tools powered and inspired by Generative AI. The Manager, IT Delivery will play a pivotal role in shaping next-generation client chat experiences and developing call-summary solutions that enhance the productivity of phone and chat agents. The manager will guide end-to-end execution, ensuring AI-driven capabilities translate into intuitive, efficient, and impactful experiences for both clients and internal users.

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.
• Lead cross-functional teams, fostering collaboration and effectively communicating project progress and updates to stakeholders.
• Identify potential risks throughout the project lifecycle and implement strategies to mitigate them, ensuring smooth project delivery.
• Develop comprehensive project plans, set timelines, allocate resources efficiently, and manage budgets to ensure successful project delivery.
• Enhance cybersecurity frameworks by integrating advanced security measures and best practices into IT projects to safeguard company data and assets.

• Minimum 8 years of experience in IT project management, software development, IT service delivery, or delivering high - quality digital products.
• Demonstrated leadership experience, with the ability to guide technical teams and deliver complex solutions.
• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. Professional certifications such as PMP, ITIL, or Agile are preferred.
• Strong expertise in Agile methodologies, SDLC best practices, and modern engineering processes, with hands - on experience across IT infrastructure, software development, and enterprise technology solutions.
• At least 5 years of full - stack development experience, including designing and delivering production - grade applications.
• Ability to coordinate effectively with stakeholders within and across subdivisions, ensuring alignment, transparency, and successful delivery.
• Proficiency in risk management, budgeting, resource planning, and IT governance, with a solid understanding of cybersecurity frameworks and compliance standards.
• Strong understanding of the Software Development Life Cycle (SDLC) and modern DevSecOps principles.
• Good to have: Experience building code using GitHub Copilot, Claude Code, or similar AI - assisted development tools.
• Good to have: Working knowledge of Large Language Models (LLMs), Small Language Models (SLMs), and Generative AI concepts and applications.
• Excellent leadership, communication, and stakeholder management skills, with an ability to influence across technical and business teams.