Manager, IT Delivery - Digital & Member Experience

The Manager, IT Delivery role is responsible for leading and developing a cross-functional team of technology partners within an assigned business domain to ensure successful delivery, support, and continuous improvement of technology solutions. This role provides leadership across enterprise solutions analysis, software quality assurance, and other delivery functions while serving as a strategic partner to business leaders and stakeholders.

The Manager, IT Delivery, is accountable for resource planning and delivery execution, quality assurance, requirements management, partner development, vendor coordination, risk management, and operational excellence. The position collaborates across business units and technology domains to align priorities, govern demand, manage interdependencies, and ensure the successful delivery and support of solutions that meet business needs and enterprise standards.

This role champions continuous improvement, effective governance, deliver excellence, and a partner- focused culture that enables successful business outcomes.

1. IT Delivery Leadership and Execution (40%) a) Lead the delivery of technology initiatives, enhancements, maintenance activities, and strategic projects within an assigned business domain, ensuring cross-functional domain alignment, dependency management, and stakeholder collaboration for large-scale, multi-domain initiatives. b) Provide leadership and oversight for assigned platforms and technologies, ensuring operational excellence, roadmap alignment, lifecycle management, and continuous business value realization. c) Manage and govern the development and maintenance of solution design documentation, ensuring approved requirements are effectively translated into scalable, supportable, and secure solution architectures, technical designs, integration specifications, and implementation guidance. d) Oversee the planning, coordination, execution, testing, implementation, and support of technology solutions. e) Partner with business leaders to understand objectives, identify opportunities, and deliver solutions that provide measurable business value. f) Ensure appropriate governance, documentation, traceability, and quality controls are established and followed throughout project and operational activities. g) Facilitate collaboration between business stakeholders, technical teams, project managers, architects, vendors, and external partners. h) Lead domain portfolio and operational oversight by establishing work priorities with business and IT leaders, directing backlog management across the domain team, and proactively managing risks, issues, dependencies, and escalations to ensure successful delivery of strategic and operational objectives. i) Ensure delivery commitments are achieved while balancing quality, cost, resource capacity, and business priorities. Forecast resource and capacity needs to support anticipated growth, platform expansion, operational support requirements, and strategic initiatives. j) Foster collaboration with domain peers within the IT organization.
2. Partner Leadership and Resource Management (30%) a) Lead, coach, mentor, and develop partners across enterprise systems analysis, software quality assurance, and related delivery disciplines through ongoing feedback, training, individual development plans, succession planning, and cross-training opportunities that support career growth, organizational capability, and business continuity. b) Establish clear performance expectations and accountability measures, conduct regular performance discussions, and actively support partner career progression through coaching and development planning. c) Foster an inclusive, collaborative, and high-performing team culture that encourages innovation, knowledge sharing, continuous learning, and professional growth. d) Assign, prioritize, and oversee work activities while allocating resources effectively across operational, maintenance, enhancement, and strategic initiatives to balance workloads, meet deadlines, and achieve organizational goals. e) Develop staffing strategies and resource plans that align with organizational priorities, future capability needs, and budget expectations. f) Drive team alignment with organizational goals, ensuring partners understand how their responsibilities contribute to business objectives and technology strategy. g) Support organizational change initiatives and guide partners through evolving priorities, technologies, and business needs.
3. Quality, Analysis, and Process Excellence (25%) a) Provide leadership and oversight for systems analysis, testing, validation, and quality assurance practices. b) Ensure requirements are translated into actionable deliverables, testing strategies, test plans, and implementation activities. c) Establish and maintain delivery methodologies, standards, frameworks, templates, and best practices. d) Support the continuous improvement of agile, waterfall, and hybrid delivery processes. e) Promote the adoption of automation, process optimization, and quality improvement initiatives. f) Ensure defects, issues, and improvement opportunities are appropriately tracked, prioritized, reported, and resolved. g) Drive root-cause analysis and corrective actions for recurring delivery or operational challenges. h) Support adherence to change management, release management, and software development lifecycle standards.
4. Vendor, Financial, and Operational Management (5%) a) Provide input into annual budgeting, workforce planning, and strategic technology planning processes. b) Ensure assigned systems, services, and operational processes remain compliant with organizational policies, regulatory requirements, and audit expectations. c) Support the development and execution of the IT department's strategic roadmap and multi-year operating plans. d) Manage day-to-day vendor interactions, monitor service delivery and performance against established expectations, and provide operational support for vendor-related activities in partnership with technology leadership and procurement stakeholders.