IT Delivery Manager

SMBC•Charlotte, NC

4d•Hybrid

About The Position

The IT Delivery Manager is responsible for overseeing the end-to-end delivery of IT services, ensuring seamless execution and alignment with business objectives. This includes managing the planning, implementation, and ongoing support of all services provided by the End User Experience group. The IT delivery manager works closely with our business stakeholders to understand requirements, define service scope, and ensure initiatives are delivered on time and meet quality standards. This candidate will coordinate cross-functional teams to ensure smooth integration of new technologies, manage vendor relationships and drive continuous improvements in service delivery.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (Master’s preferred for larger organizations).
Relevant certifications such as ITIL (v3 or v4), PMP, Prince2, or Agile/Scrum Master.
5+ years in IT Service Management, IT Delivery, or IT Project Management, with increasing responsibility.
Demonstrated ability to analyze data, generate actionable insights, and report on key performance metrics.
Proven experience managing budgets, financials, and vendor contracts for IT projects.
Skilled in leading teams through organizational and technological change, with knowledge of change management frameworks.
Advanced leadership, negotiation, and conflict resolution skills.
Commitment to fostering a diverse, equitable, and inclusive work environment.

Responsibilities

Oversee the end to end delivery of IT services, ensuring successful delivery while aligning them with business objectives and strategic priorities.
Managing the ongoing operations of IT services provided by the End User Experience group, driving continuous improvement and optimizing service performance across the organization.
Create a close partnership with stakeholders to ensure services are meeting the evolving needs of the business and that provided services are reliable.
Lead cross functional teams to ensure seamless execution, proactively identifying risks, addressing issues, and implementing solutions that enhance the end user experience and overall service quality.
Form strong partnerships with business stakeholders to define, refine, and align service scope, timeline and deliverables.
Facilitate coordination across all technology teams to communicate goal objectives and ensure service alignment.
Cultivate and maintain internal network of subject matter experts to advise on questions and contribute to program delivery as required.
Align with program management teams in other regions or business verticals to share best practice and collaborate on cross-divisional or cross-regional initiatives as appropriate.
Demonstrate a strong awareness of business needs and organizational context through delivery of complete, timely and sustainable service outcomes.
Leverage excellent organizational skills to establish and manage well-structured cross-functional teams with clear roles and responsibilities.
Employ communication skills to articulate a clear vision of service deliverables and encourage buy-in across all stakeholder groups, including business leadership, process owners and infrastructure partners.
Continuously solicit feedback and insights from stakeholders and subject matter experts to inform improvements to service plans.
Engage ITIL principles, Six Sigma, lean and/or agile techniques as appropriate.
Apply advanced data analysis techniques to identify trends and proactively address service delivery challenges.
Manage IT budgets and vendor contracts to optimize resource allocation and cost efficiency.