The Wounded Warrior Project (WWP) IT Service Delivery Manager supports the execution of technology initiatives across multidisciplinary teams, ensuring delivery aligns with business priorities and strategic direction. Acting as a liaison between IT Service Directors and delivery teams, this role translates strategy into actionable plans, facilitates delivery cadence and agile ceremonies, and supports performance monitoring and issue resolution. The role partners with COE Managers and stakeholders to coordinate resources, influence priorities and roadmaps, and communicate delivery progress. The IT Service Delivery Manager operates in a matrixed environment and supports delivery through coordination and influence; this role does not have direct reports or formal people management authority.
DUTIES & RESPONSIBILITIES- Coordinate day-to-day delivery activities across a multidisciplinary team of software engineers, IT architects, QA analysts, and business systems analysts (BSAs) to support successful implementation of IT initiatives.
- Facilitate and monitor delivery of IT services aligned to approved requirements and business needs.
- Manage IT vendor deliverables and commitments, monitoring performance related to quality, budget, scope, and schedule.
- Collaborate in the development and ongoing refinement of service level agreements (SLAs), master service agreements (MSAs), and operational level agreements (OLAs).
- Ensure delivery activities and vendor work align with organizational security standards and established processes.
- Support organization satisfaction beyond project completion through clear communication, follow-up, and issue resolution.
- Communicate updates to standards and processes to delivery teammates to support timely and effective execution of work.
- Collaborate with other IT Service Delivery Managers to share best practices, industry standards, and recommended training approaches.
- Translate strategic direction into actionable delivery plans, including identification of required resources.
- Partner with the IT Business Operations Manager to assess resource needs for pending initiatives.
- Provide input to COE Managers regarding resource sourcing, allocation, and release based on project and operational demand.
- Partner with Service Directors to align on priorities, influence roadmaps, and provide delivery status updates.
- Collaborate with enterprise Project Managers on strategic initiatives, including schedule development, resource coordination, readiness activities, and end-user training support.
- Monitor performance metrics and service levels, identifying opportunities for continuous improvement.
- Facilitate stand-ups, sprint planning, and backlog grooming.
- Prepare and submit change requests for IT leadership review and approval.
- Serve as an escalation contact for service delivery issues, coordinating resolution across teams and vendors.
- Promote effective collaboration, accountability, and continuous improvement through influence and partnership.
- Attend and actively participate in required training and/or meetings, including but not limited to New Teammate Orientation, WWP Cares, ASIST Suicide Prevention training, Leadership training, culture/team based training, or departmental huddles.
- Other related duties as assigned.
KNOWLEDGE, SKILLS, & ABILITIES- Demonstrated experience coordinating and influencing cross-functional technical teams to support successful delivery outcomes.
- Strong understanding of IT service delivery models and methodologies, including Agile practices and the software development lifecycle (SDLC).
- Working knowledge of enterprise architecture concepts, QA practices, and business systems analysis.
- Experience operating effectively in matrixed environments with shared or pooled resources.
- Strong communication, stakeholder engagement, and problem-solving skills.
- Experience supporting issue escalation and resolution while maintaining delivery timelines and quality standards.
- Proficiency with delivery and collaboration tools such as Jira, Confluence, or similar platforms.
- Ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs.
- Unequivocal commitment to the highest standards of personal and business ethics and conduct.
- Mission-driven, guided by core values, and a pleasure to work with.
EXPERIENCERequirements- Five years of experience in IT service delivery or technology project management.
- Three years of experience coordinating delivery activities across cross-functional technical teams in agile environments.
- Experience translating strategic direction into actionable delivery plans and contributing to execution through resource coordination, progress tracking, and issue management.
Preferences- Experience working in matrixed organizations with Centers of Excellence (COE) and service delivery structures.
- Experience collaborating with leadership on strategic initiatives.
EDUCATIONRequirements- Bachelor's degree in computer science, information systems, or related field. Equivalent combination of applicable education, training, certification, and experience may be considered in lieu of degree.
Preferences- Master's degree in computer science, information systems, or related field.
CERTIFICATIONS & LICENSURERequirements- One or more certifications related to IT service delivery and/or Agile practices, such as ITIL Foundation, Certified ScrumMaster (CSM), PMI Agile Certified Practitioner (PMI-ACP), or other relevant credentials.
Preferences- Project Management Professional (PMP) Certification.
WORK ENVIRONMENT/PHYSICAL DEMANDS- General office environment; temperature controlled.
- Sitting for extended periods.
- Up to 10% travel.
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