IT Service Delivery Manager

U.S.

Remote

TLDR

Lead end-to-end delivery of IT initiatives while managing release governance processes and ensuring smooth transitions to operational ownership.

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

Delivery Execution Leadership•••Lead end‑to‑end delivery of IT initiatives from intake through release.•••Maintain visibility into scope, dependencies, sequencing, and team capacity.•••Anticipate risks, bottlenecks, and issues before they impact timelines.•••Escalate risks early, drive resolution, and remove blockers decisively.•••Ensure smooth handoff from project delivery to operational ownership.•Release Governance & Change Control (Primary Accountability)•••Own and enforce enterprise release governance processes.•••Manage release calendars and cross‑platform dependency mapping.•••Ensure stakeholder reviews (Architecture, InfoSec, Data) occur at the right stages.•••Lead structured go‑live planning, communication, and rollback readiness.•••Continuously improve release processes to maximize predictability and minimize disruption.•••Develop, manage, and monitor project budgets to ensure cost‑effective delivery.•Process Integrity & Cross‑Functional Orchestration•••Govern and optimize the IT intake process to ensure structured prioritization and sequencing.•••Facilitate JAD sessions and structured working sessions to refine scope and surface integration impacts.•••Lead agile ceremonies with rigor and accountability across delivery teams.•••Coordinate with Business Product Owners to ensure visibility, alignment, and workload integrity.•••Prevent ad‑hoc or unclear work from entering delivery pipelines.•Vendor & Risk Management•••Identify and assess delivery risks, integration complexity, and cross‑platform impacts.•••Oversee vendor performance and ensure external partners meet delivery expectations.•••Coordinate required InfoSec and Data reviews for new capabilities or changes.•••Maintain transparency into pipeline health, operational readiness, and execution risks.•••Resolve complex issues quickly to ensure minimal business disruption and strong customer satisfaction

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.

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‎ConnectWise

ConnectWise builds integrated software tools and services designed specifically for technology companies, helping them streamline business management and automate service delivery. With a focus on technology solution providers, ConnectWise empowers over 45,000 partners worldwide to enhance efficiency and deliver exceptional customer experiences.

Founded: Founded 1982
Employees: 500+ employees
Industry: Internet Software & Services

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Service Delivery Manager

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