IT Delivery Manager, Toast

• Experience: 5+ years of IT program delivery and enterprise system change management experience, preferably in large enterprise environments of 7000+ users, with a diverse SaaS tech stack. (e.g., Okta, Sailpoint, ServiceNow, )
• Matrix Leadership: Demonstrated ability to successfully lead and coordinate cross-functional teams and drive enterprise-wide initiatives without direct functional authority over project resources
• Methodologies: Strong fluency in various delivery methodologies (Agile, Waterfall, Kanban)
• ITSM Experience: Experience with IT intake and ticketing systems (ServiceNow, Jira) and a strong understanding of ITIL or general IT service design principles
• Communication: Exceptional written and verbal communication skills with the ability to translate complex technical jargon into clear business value for external stakeholders
• Analytical Skills: Highly organized with strong analytical skills to define success metrics, track program outcomes, and identify root process issues

Desirable

• We are seeking an experienced Manager, IT Delivery to serve as the strategic execution engine for the Information Technology department
• This is a hybrid player-coach role that combines strategic program management with hands-on delivery and process optimization
• This role will own the planning, coordination, and delivery of high-visibility, cross-functional initiatives across IT operations teams
• You will act as the primary liaison between technical teams and business stakeholders, reducing the need for senior leadership to manage complex, multi-team issues day-to-day
• This role is critical in transforming IT into a coordinated, data-driven department by focusing on operational excellence and user adoption
• Program Delivery: Lead end-to-end execution of complex, multi-team IT initiatives, including but not limited to SailPoint deployment, UAR program coordination, Software Asset Management (utilization tracking, Procurement & Contracting), Major system migrations and integrations
• Roadmap and OKR management - work closely with all IT teams to track major roadmap items, provide regular metrics and status reports on team capacity and deliverables
• IT Enablement & User Experience: Drive end-user adoption and manage the overall IT user experience. This includes developing and executing enablement strategies, creating training programs, publishing release notes, and maintaining a centralized documentation repo for the enterprise tech stack
• Metrics & Business Outcomes: Define success metrics for IT programs and build dashboards to track enterprise-wide impact, program success, and customer support trends. Provide regular executive reporting on status, risks, and business value realization
• Liaison & Collaboration: Act as the primary point of contact between IT domains (Systems, Security, Infrastructure) and external business departments to ensure project alignment and translate technical initiatives into clear business value.=