IT/Software Delivery Manager (Retail/Consumer Products)

We are seeking an experienced IT / Software Delivery Manager to lead the delivery of managed IT and application services for our clients. This role is responsible for ensuring exceptional customer satisfaction, driving technology strategy, overseeing internal engineering resources, and guiding clients through their digital and operational transformation journeys. The ideal candidate brings a blend of technical expertise, strong leadership, and excellent customer-facing communication skills.

Key Responsibilities

Client & Stakeholder Engagement

• Serve as the primary point of accountability for customer satisfaction across all managed IT service engagements.
• Partner with senior client leaders to understand strategic business goals, ensuring technology initiatives are aligned with organizational priorities.
• Conduct regular business and status review meetings to assess short-term needs and long-term objectives.
• Build and maintain trusted relationships with technical and non-technical stakeholders, including Legal, Operations, Risk, Internal Audit, and other business units.
• Act as a customer advocate, proactively managing expectations and ensuring high-quality service delivery.

Technology Strategy & Governance

• Contribute to the development and execution of IT strategy in partnership with senior IT leadership.
• Develop, present, and execute annual technology roadmaps, budgets, and strategic reports for assigned clients.
• Identify opportunities to leverage technology to streamline processes, enhance productivity, and mitigate business risks.
• Communicate potential risks related to cybersecurity, compliance, infrastructure, and industry regulations.

Service & Delivery Oversight

• Oversee internal technical teams—including support, engineering, and operations—to ensure consistent, high-quality service delivery.
• Provide technical guidance, coaching, and escalation support to team members as needed.
• Manage multiple concurrent projects, ensuring they are delivered on time, within scope, and within budget.
• Ensure adherence to policies and processes such as ITIL, Agile methodologies, project management frameworks, and compliance standards.
• Drive remediation and mitigation activities across risk, security, and compliance domains.

Operational Excellence

• Lead vendor management activities, including contract negotiation and performance oversight.
• Apply strong analytical skills to map security requirements to appropriate controls and data protection practices.
• Maintain comprehensive documentation across policies, procedures, and operational runbooks.
• Promote continuous improvement, data-driven decision-making, and operational efficiency across service delivery functions.

Personal Attributes

• Strong problem-solving capabilities with a proactive, ownership-driven work style.
• Excellent communication and presentation skills, with the ability to convey technical concepts to varied audiences.
• Comfortable working in high-pressure environments with competing priorities.
• Flexible and willing to support off-hours or weekend activities when required.
• Ability to travel regionally or globally for delivery, escalation, or governance meetings.

Required Skills & Experience

• Prior experience in a Managed Service Provider (MSP) or IT consulting environment is essential.
• Solid technical background across applications, infrastructure, and multi-cloud environments.
• Proven experience overseeing large production support engagements and major incident management.
• Demonstrated success managing complex application stacks and enterprise-scale IT environments.
• Strong project management capabilities, including planning, budgeting, and resource coordination.
• Highly organized with exceptional attention to detail; able to manage multiple workstreams simultaneously.
• Experience delivering in a fast-paced, technology-driven organization.

Experience

• 10 years of relevant experience in enterprise applications, infrastructure, and multi-cloud delivery.

Education

• Bachelor’s degree in Engineering is required; Computer Science or related technical field preferred.