We are seeking a Manager, IT Delivery to join our Conversation Channels group in PiTech. In this role, you will provide expert level IT delivery services, including the direction, evaluation, selection, configuration, coaching, and integration of new and existing technologies and tools.  You will also ensure the understanding and application of GenAI within your team. This role oversees platform ownership and modernization for our channel ecosystem (e.g., Genesys, Sierra, Text/SMS, and Email), driving best‑in‑class Site Reliability Engineering (SRE) practices, observability, and operational excellence. You’ll partner across product, engineering, security/risk, analytic and operations to improve platform reliability, accelerate safe delivery, and elevate client and crew experience through data-driven insights and continuous improvement. 

Core Responsibilities 

• Leads, coaches, and develops a team of engineers. Establishes clear performance expectations, provides ongoing feedback, and supports career growth. Conducts performance reviews and makes compensation decisions in alignment with Human Resources policies.  

• Owns responsibility for team outcomes, ensuring work is prioritized, risks are managed, and commitments are delivered in a timely and reliable manner.  

• Applies a strong technical skillset to engage meaningfully with the team's work. Guides solution design, supports engineering decision-making, reviews technical approaches, and provides practical coaching to engineers.  

• Fosters a culture of learning, adaptability, and continuous improvement. Encourages experimentation, reflection, and the evolution of engineering and delivery practices.  

• Supports healthy team dynamics and effective collaboration. Reinforces clear roles, working agreements, and sustainable team rhythms that enable consistent performance.  

• Identifies and resolves impediments that affect delivery, quality, or team effectiveness. Escalates complex issues to IT experts as needed and simplifies constraints to maintain momentum  

• Partners closely with product leaders, technical leaders, and business stakeholders to clarify priorities, align expectations, and ensure delivered solutions meet evolving needs.  

• Promotes high standards of engineering quality, including reliability, scalability, and performance. Reinforces sound development and testing practices.  

• Participates in departmental planning, staffing discussions, and operational initiatives. Contributes to improving engineering practices and organizational effectiveness.  

• Participates in special projects and performs other duties as assigned.  

Qualifications: 

• Minimum 10 years of experience in IT project management, software development, or IT service delivery. Previous leadership experience required. Preferred 3+ years in similar role. 

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field. PMP, ITIL, or Agile certifications preferred. 

• Strong expertise in IT project management, Agile methodologies, and SDLC best practices with experience in IT infrastructure, software development, and enterprise IT solutions. 

• Must have skills: Node.js, TypeScript, ECS, Java, AWS technologies, CI/CD, Splunk/Honeycomb or similar tools 

• Proficiency in Jira and confluence and have experience managing Jira boards, roadmaps. 

• Proficiency in risk management, budgeting, and IT governance. Understanding of cybersecurity frameworks and IT compliance standards. 

• Excellent leadership, communication, and stakeholder management skills. 

• Experience working with enterprise application architecture and system integration. 

• Demonstrated written and verbal communication skills, including conveying technical concepts to non-technical stakeholders. 

• Experience leading and developing engineering teams and driving consistent development practices. 

• Identify opportunities to improve technical standards, methodologies, and technologies to support continuous quality improvement.