Senior Manager of IT Delivery

Toast; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Unlimited vacation

Wellness stipend

Professional development reimbursement

401(k) and matching

Medical, Dental, Vision

Job summary

Toast seeks a Senior Manager, IT Delivery to act as the strategic execution engine for our Information Technology department.

This hands-on leader bridges engineering and business needs, driving cross-functional initiatives, end-to-end IT initiatives, and enterprise-wide user adoption across security, identity, and collaboration platforms. Expect proactive problem solving and clear executive communication.

Qualifications

• Experience owning enterprise IT systems for large user bases.
• Hands-on delivery of complex IT initiatives (IAM, tool deployments, access reviews).
• Proven ability to drive cross-functional programs without direct reports.
• Strong knowledge of core IT tools (ServiceNow, SailPoint, Okta, AWS, G Workspace, Atlassian).
• Excellent written and verbal communication for executive audiences.

Responsibilities

• Lead end-to-end IT system initiatives and deployments.
• Unblock technical bottlenecks and accelerate delivery.
• Define success metrics and build enterprise dashboards.
• Coordinate cross-functional units and external stakeholders.
• Publish post-mortems and trend analyses for future decisions.
• Drive user adoption and scale training materials.
• Translate technical concepts into business value.

Skills

IT ownership

ServiceNow

SailPoint

Okta

AWS

Google Workspace

Jira/Confluence

MDM

Data analytics

Power BI

HEX

AI awareness

Cross-functional leadership

Tools

Jira/Confluence

ServiceNow

SailPoint

Okta

AWS

Google Workspace

Job description

• We are seeking a Senior Manager, IT Delivery - a technical, hands-on “player-coach” who will serve as the strategic execution engine for our Information Technology department
• Reporting to the Senior Manager of IT Systems, you will bridge the gap between our high-performing engineering leaders and teams and evolving business needs
• This role is designed for a proactive decision-maker who deeply understands system architecture and can navigate ambiguity to drive high-visibility, cross-functional initiatives across the IT ecosystem
• The Team & Impact: You will manage a single Project Manager and support five specialized units: MDM, SaaS, Network, ServiceNow DevOps, and Compliance (UAR Coordination)
• Your success is measured by your ability to; unblock technical bottlenecks, onboard, consolidate and integrate tooling, find efficiencies in processes and tech, proactively identify and address end user pain points, and act as a credible, highly communicative face for IT across the enterprise
• Hands-On Delivery: Lead the end-to-end execution of critical IT systems initiatives (e.g., SailPoint/Identity Governance integrations and deployments, new tool deployment, User Access Reviews, and major system integrations)
• Ecosystem Integration & Decision Making: Drive holistic decisions across IT domains by understanding how core platforms (such as Identity, Service Management, and Collaboration tools) integrate and operate together
• Roadmap & Analytical Reporting: Partner closely with IT Leaders to Define success metrics for IT programs and build dashboards to track enterprise-wide impact, regularly publishing post-mortems and trend analyses to inform future technical and strategic decisions
• IT Enablement & User Adoption: Drive enterprise-wide user adoption for the tech stack. Create and scale training programs, publish technical release notes, and maintain a centralized documentation repository
• Strategic Liaison: Serve as the highly communicative primary point of contact between IT domains (Systems, Security, Infrastructure) and external business stakeholders, translating complex technical infrastructure into clear business value

Benefits

• Peer and company recognition programs
• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

• Experience: 7+ years of IT enterprise system ownership, ideally in environments of 7,000+ users
• Pragmatic Execution: A focus on rolling up your sleeves to drive execution, prioritizing real-world outcomes over rigid adherence to project management methodologies
• Matrix Leadership: Strong history of driving cross-functional teams that do not directly report to you and unblocking technical dependencies
• Core Systems Knowledge: Demonstrated, hands-on familiarity with core IT industry tools, specifically ServiceNow, SailPoint (or similar IGA platforms), Okta, AWS, Google Workspace, and Atlassian (Jira/Confluence), MDM and Security Agent tooling. You must understand how these tools operate and integrate at a foundational level
• Exceptional Communication: Outstanding written and verbal communication skills; a polished presenter who can confidently and professionally distill complex technical concepts into accessible, clear updates for non-technical stakeholders
• Ambiguity Navigation & Decision-Making: Proven ability to drive projects forward and make strategic decisions when there is a lack of defined structure or resources
• Background in IT Business Operations or IT Service Management (ITSM)
• Experience utilizing data analytics tools (e.g., Snowflake, Power BI, or HEX) to build executive-facing performance and capacity dashboards
• Strong understanding of AI and emerging technologies