IT Service Delivery Manager

Title: IT Service Delivery Manager
Location : New York, NY
Target Start Date : ASAP
Type: Direct-Hire
Salary : $140,000-$150,000/yr

Position Purpose

The IT Service Delivery Manager is a high-impact, hands-on role responsible for the end-to-end execution of IT initiatives, budget management, and service level performance. This is not a delegation-focused role ; we are seeking a strong technical project manager who can "roll up their sleeves, " set clear expectations with stakeholders, and maintain a commanding voice in technical delivery.

You will bridge the gap between technical execution and Enterprise PMO policy, ensuring that all non-enterprise projects are delivered with precision, compliance, and financial accountability.

Key Responsibilities & Activities

Project & Service Delivery

• Hands-on Management: Lead IT projects from inception to completion, managing resources, timelines, and technical requirements.

• Stakeholder Management: Act as the primary point of communication for business stakeholders, defining expectations and providing transparent updates on progress and risks.

• Artifact Management: Support IT technical staff in creating and retaining appropriate project artifacts to ensure documentation standards are met.

• Administrative Rigor: Attend key project meetings, capture minutes, and synthesize complex technical information into actionable status reports and trends.

Compliance, Policy & Governance

• PMO Alignment: Ensure all non-enterprise projects comply strictly with the Enterprise PMO framework and internal policies.

• Regulatory Support: Leverage knowledge of industry regulations to support secure and compliant IT delivery.

• Process Excellence: Apply ITIL and ITSM principles to streamline service delivery operations.

Financial & Performance Management

• Budget Oversight: Manage the service delivery budget, tracking project financials and managing external consultants to ensure cost-effectiveness.

• Metrics & Reporting: Define, track, and report on key KPIs and SLAs to monitor and improve service quality.

• Annual Planning: Assist in the bank's annual budgeting and prioritization process for upcoming IT initiatives.

Technical Support

• Platform Support: Provide functional support for technical platforms, specifically Microsoft Entra (Azure AD/Identity) and related infrastructure initiatives.

Knowledge, Skills, and Experience Requirements

• Experience: Minimum of eight (8) years managing IT projects, with a heavy preference for experience within the Financial Services or Banking industry.

• Technical PM Strength: Proven track record of running projects personally (non-delegation). Must have a "strong voice " and the ability to manage technical expectations.

• Regulatory Fluency: Significant advantage if familiar with FFIEC, SOX, PCI, NIST, or ISO standards.

• Education: Bachelor's degree or equivalent professional experience.

• Tooling: Proficiency in Project Management tools (specifically Smartsheet is a plus) and the MS Office Suite (Excel, PowerPoint, Word).

• Frameworks: Deep understanding of the SDLC , ITIL, and ITSM. ITIL Certification is preferred.

• Certification: PMP is NOT required ; we value hands-on technical delivery experience over specific PM certifications.

• Emerging Tech: Experience with Cloud Migration and AI initiatives is considered a plus.

Core Competencies

• Assertiveness: Ability to hold technical teams and stakeholders accountable.

• Analytical Thinking: Capacity to manage complex budgets and performance data.

• Communication: Exceptional written and verbal skills for reporting to both technical teams and executive leadership.

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