IT Service Delivery Manager

Wounded Warrior Project, Inc; United States; Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid work schedule

Comprehensive health coverage for you

Competitive pay and incentives

Job summary

Wounded Warrior Project (WWP) in the United States seeks an IT Service Delivery Manager to coordinate delivery across software engineers, IT architects, QA analysts, and business systems analysts to ensure initiatives align with business priorities.

The role translates strategic direction into actionable delivery plans, facilitates agile ceremonies, monitors performance, coordinates resources, and reports progress to COE Managers and stakeholders in a matrix environment.

Qualifications

• Coordinating cross-functional technical teams to support delivery outcomes.
• Understanding IT service delivery models and the SDLC.
• Knowledge of enterprise architecture concepts, QA practices, and business systems analysis.
• Experience operating in matrixed environments with shared resources.
• Strong communication, stakeholder engagement, and problem-solving skills.
• Experience supporting issue escalation and resolution while maintaining delivery timelines and quality.

Responsibilities

• Coordinate day-to-day delivery activities across a multidisciplinary team to support IT initiatives.
• Facilitate and monitor delivery of IT services aligned to approved requirements and business needs.
• Manage IT vendor deliverables and commitments, monitoring quality, budget, scope, and schedule.
• Collaborate in developing SLAs, MSAs, and OLAs.
• Ensure delivery activities align with security standards and processes.
• Support stakeholder satisfaction through clear communication and issue resolution.
• Lead agile ceremonies and coordinate delivery planning with teams.
• Prepare and submit change requests for IT leadership review and approval.
• Act as escalation contact for service delivery issues and drive resolution.
• Promote collaboration and continuous improvement through partnership.

Skills

Cross-functional coordination

Agile methodologies

SDLC understanding

Enterprise architecture

Stakeholder engagement

Communication

Issue escalation

Job description

Great benefits. Competitive pay. We know these are some of the things people look for in a job .

If you're the kind of person who believes that honoring and empowering our nation's veterans is more than just a cause - that it's a calling - then we're ready to meet you.

When you join Wounded Warrior Project® (WWP), you're committing to making a difference. We make a commitment to you, too - helping you to find that spark, ignite your passion to serve, and embark on a career with meaning and purpose.

At WWP™, we recognize our mission cannot be accomplished without our talented teammates, which is why we're proud to offer benefits such as:

• A flexible hybrid work schedule (three days in the office, two days' work from home)
• Full medical, dental, and vision coverage for both teammates AND family members
• Competitive pay and performance incentives
• A fun, mission-focused, and collaborative team environment

A mission that matters is just the beginning, so if you're ready to get started, we're ready for you.

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 w