IT Delivery Manager

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. We are seeking an experienced Manager, IT Delivery to serve as the strategic execution engine for the Information Technology department. This is a hybrid player-coach role that combines strategic program management with hands-on delivery and process optimization. This role will own the planning, coordination, and delivery of high-visibility, cross-functional initiatives across IT operations teams. You will act as the primary liaison between technical teams and business stakeholders, reducing the need for senior leadership to manage complex, multi-team issues day-to-day. This role is critical in transforming IT into a coordinated, data-driven department by focusing on operational excellence and user adoption. A day in the life (Responsibilities) Program Delivery: Lead end-to-end execution of complex, multi-team IT initiatives, including but not limited to SailPoint deployment, UAR program coordination, Software Asset Management (utilization tracking, Procurement & Contracting), Major system migrations and integrations. Roadmap and OKR management - work closely with all IT teams to track major roadmap items, provide regular metrics and status reports on team capacity and deliverables. IT Enablement & User Experience: Drive end-user adoption and manage the overall IT user experience. This includes developing and executing enablement strategies, creating training programs, publishing release notes, and maintaining a centralized documentation repo for the enterprise tech stack. Metrics & Business Outcomes: Define success metrics for IT programs and build dashboards to track enterprise-wide impact, program success, and customer support trends. Provide regular executive reporting on status, risks, and business value realization. Liaison & Collaboration: Act as the primary point of contact between IT domains (Systems, Security, Infrastructure) and external business departments to ensure project alignment and translate technical initiatives into clear business value.= What you'll need to thrive (Requirements) Experience: 5+ years of IT program delivery and enterprise system change management experience, preferably in large enterprise environments of 7000+ users, with a diverse SaaS tech stack. (e.g., Okta, Sailpoint, ServiceNow, ) Matrix Leadership: Demonstrated ability to successfully lead and coordinate cross-functional teams and drive enterprise-wide initiatives without direct functional authority over project resources. Methodologies: Strong fluency in various delivery methodologies (Agile, Waterfall, Kanban). ITSM Experience: Experience with IT intake and ticketing systems (ServiceNow, Jira) and a strong understanding of ITIL or general IT service design principles. Communication: Exceptional written and verbal communication skills with the ability to translate complex technical jargon into clear business value for external stakeholders. Analytical Skills: Highly organized with strong analytical skills to define success metrics, track program outcomes, and identify root process issues. What will help you stand out (Nonessential Skills/Nice to Haves) Experience with identity governance systems (e.g. SailPoint, Okta). Background in IT service management or IT business operations. Experience with business intelligence or data analytics tools (Snowflake, HEX, Power BI) to build executive dashboards. Certifications: ISM, ITIL, or similar certification strongly preferred. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Zone A $111,000—$178,000 USD Zone B $96,000—$154,000 USD Zone C $87,000—$139,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.