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 th