Delivery Manager

Greetings from ITC Infotech!

Role - Delivery Manager

Location - Bethesda, MD

Start Date: Immediate

Position Type: Full Time Benefits (Medical, 401K, PTO etc)

Job Description:

Role Overview:

The Delivery Partner is a senior leadership role responsible for the end-to-end delivery of complex digital and technology solutions to our clients, specifically within the hospitality domain. The ideal candidate will have a strong background in OPERA PMS, AWS engineering, and Agile delivery methodologies, with proven expertise in P&L ownership, stakeholder management, and cross-functional team leadership. The ideal candidate will be a strategic leader, an expert problem-solver, and a client-facing executive who can build and nurture strong relationships while ensuring flawless execution and sustainable growth.

Key Responsibilities:

1. Agile Delivery Leadership:

• OPERA PMS and AWS: Showcase in depth knowledge in Hospitality Domain and lead end to end delivery of projects using OPERA PMS and cloud native architecture on AWS.
• End-to-End Delivery: Oversee the successful delivery of multiple, concurrent projects and programs from initiation to completion, ensuring they meet client expectations, budget, and timeline.
• Agile Governance: Implement and champion Agile principles and practices (e.g., Scrum, Kanban, SAFe) at scale. Establish and maintain effective delivery governance models that provide transparency and control.
• Team Leadership: Lead, mentor, and coach a diverse team of project managers, scrum masters, product owners, and technical leads. Foster a culture of high performance, continuous improvement, and psychological safety.
• Problem-Solving: Act as the ultimate escalation point for delivery challenges. Remove impediments and make critical decisions to keep projects on track.
• Quality Assurance: Ensure the quality of deliverables by establishing and monitoring key performance indicators (KPIs) and quality gates throughout the delivery lifecycle. Ensure compliance with hospitality industry standards and data privacy regulations.

2. P&L and Commercial Management:

• Financial Accountability: Own and manage the P&L for a portfolio of client accounts, including revenue forecasting, budget management, cost control, and profitability analysis.
• Commercial Strategy: Develop and execute commercial strategies to drive account growth, identify new business opportunities, and expand existing engagements.
• Pricing & Negotiations: Lead pricing, contract negotiations, and SOW (Statement of Work) creation, ensuring commercial terms are favorable and aligned with business objectives.
• Risk Management: Proactively identify and mitigate commercial and financial risks across all projects and accounts within the portfolio.
• Reporting: Provide regular, accurate financial reporting and performance updates to senior management.

3. Client Relationship Management:

• Strategic Partnership: Serve as the primary point of contact and trusted advisor for senior-level client stakeholders. Build and maintain long-term, strategic relationships.
• Client Satisfaction: Proactively manage client expectations and ensure a high level of client satisfaction (CSAT) through regular communication, performance reviews, and value demonstration.
• Value Realization: Work with clients to define and measure business outcomes, ensuring that our solutions deliver tangible value and achieve their strategic objectives.
• Business Development: Partner with sales and account teams to identify and close new business opportunities within existing client relationships.

4. Team & People Management:

• Resource Planning: Collaborate with resource managers to ensure the right talent is assigned to projects and that team capacity is optimized.
• Performance Management: Conduct performance reviews, provide constructive feedback, and support the career development of team members.
• Talent Acquisition: Participate in the recruitment and onboarding of new delivery talent, helping to build a high-performing team.
• Cross-Functional Collaboration: Foster a collaborative environment with other internal teams, including technology, product, design, and sales.

Qualifications & Experience:

• Bachelor’s degree in Business, Computer Science, or a related field; MBA or advanced degree is a plus.
• 15 years of experience in IT/digital consulting, technology delivery, or a related field, with at least 5 years in a senior leadership role managing a portfolio of projects. Experience working with global hospitality brands or hotel chains.
• Deep understanding of hospitality systems, especially OPERA PMS and integrations with third-party platforms.
• Hands-on experience with AWS cloud engineering, including architecture, migration, and DevOps practices.
• Familiarity with CI/CD pipelines, microservices, and containerization (Docker/Kubernetes)
• Proven track record of managing a P&L, with demonstrable experience in revenue growth, cost management, and profitability improvement.
• Deep expertise in various Agile methodologies (Scrum, Kanban, SAFe) and a history of successfully leading large-scale Agile transformations or programs.
• Strong experience in client relationship management at the C-suite and executive level.
• Excellent communication, presentation, and negotiation skills.
• Strategic and commercial mindset with an ability to connect delivery execution to business outcomes.
• Certifications such as PMP, PMI-ACP, CSM, or SAFe are highly desirable.

Competencies:

• Strategic Thinking: Ability to see the big picture and align delivery efforts with client and company strategy.
• Financial Acumen: Strong understanding of financial principles, P&L management, and commercial modeling.
• Leadership: Inspires and motivates teams, provides clear direction, and makes difficult decisions with confidence.
• Adaptability: Thrives in a dynamic, fast-paced environment and can navigate ambiguity and change.
• Problem-Solving: Thinks critically and creatively to solve complex delivery and business challenges.

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC infotech is committed to providing veteran employment opportunities to our service men and women.