IT Digital Delivery Manager

Sherwin-Williams•Cleveland, OH

16h•Onsite

About The Position

The Digital Delivery Manager serves as a leader within the Global Coatings Platform, implementing policies and applying appropriate methods, techniques, and evaluation criteria to lead a high‑visibility technical support function accountable for the stability and ongoing health of the digital coatings platform. This role provides application and operational leadership within the assigned IT domain, ensuring reliable day‑to‑day support for critical business capabilities. The incumbent leads and manages delivery teams responsible for defect remediation, system maintenance, and the triage, investigation and resolution of production incidents. The role ensures effective prioritization, timely resolution, and coordination with cross-functional teams to restore service and prevent recurrence. This role emphasizes operational execution and continuous improvement, driving consistency in support practices, prioritization, communication, and incident management while ensuring the legacy platform remains stable, supportable, and aligned with broader digital delivery and modernization efforts. This position is not hybrid/remote and will be located at our Cleveland Headquarters office. This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa. Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

Requirements

Bachelor’s degree or higher in the information technology (IT), project management or business field.
In lieu of a degree, at least 10 years of experience in IT
7+ years of experience in IT
3+ years of experience managing direct reports
Must be legally authorized to work in the United States without sponsorship now or in the future for employment visa status
Must be at least eighteen (18) years of age

Nice To Haves

Experience leading application support teams in a complex enterprise environment, with accountability for incident triage, defect remediation, and system stability
Background in production incident management, including root cause analysis, escalation management, and coordination across engineering, infrastructure, and business stakeholders
Experience in end-to-end IT service management frameworks (monitoring, incident, problem, change, release, and service management)
Experience with managing cross-functional dependencies with delivery, architecture, product, QA, and infrastructure teams
Experience maturing operational capabilities and improving service reliability in complex environments
Experience communicating project status, risks, and issues across all organizational levels - including delivery teams, peer managers, and program leadership
Excellent project management skills with a track record of accomplishing goals on time and on budget

Responsibilities

Serves as a leader within the Global Coatings Platform, implementing policies and applying appropriate methods, techniques, and evaluation criteria to lead a high‑visibility technical support function accountable for the stability and ongoing health of the digital coatings platform.
Provides application and operational leadership within the assigned IT domain, ensuring reliable day‑to‑day support for critical business capabilities.
Leads and manages delivery teams responsible for defect remediation, system maintenance, and the triage, investigation and resolution of production incidents.
Ensures effective prioritization, timely resolution, and coordination with cross-functional teams to restore service and prevent recurrence.
Emphasizes operational execution and continuous improvement, driving consistency in support practices, prioritization, communication, and incident management while ensuring the legacy platform remains stable, supportable, and aligned with broader digital delivery and modernization efforts.
Tactical decision-maker. Handles unforeseen issues.
Manages activities of two or more disciplines or a department.
Oversees experienced level professionals and/or may be responsible for subordinate managers.
Frequently advises team(s) on moderately complex matters.
Responsible for supporting the talent strategy through hiring, onboarding, learning & development, performance, succession planning, engagement, recognition, and inclusion, diversity, and equity practices.
Responsible for fostering a work environment that encourages employees to act with integrity and respect.
Responsible for setting employee objectives and expectations, monitoring and evaluating performance, providing meaningful feedback, and mentorship.
Responsible for supporting employee career development.
Establishes operational objectives, policies, procedures and work plans and delegates assignments to subordinates.
Develops, modifies and executes company policies that affect immediate operations and may also have company-wide effect.
Accountable for department budget which may be broad and have far-reaching impact on the business segment.
Works on issues where analysis of situations or data requires conceptual thinking and an in-depth knowledge of organizational objectives.
Implements policies and selects methods, techniques, and evaluation criteria for obtaining results.
Drives the strategy and success of larger projects which contribute to multiple areas of the organization.
Interacts regularly with lower and/or senior management on matters concerning several functional areas, department, and/or customers.
Applies knowledge to convince other stakeholders on desired departmental outcomes.