Senior Manager, IT Delivery

at  Vanguard

The Personal Investor Technology (PITech) is hiring a Senior Manager, IT Delivery! PITech is in charge of delivering a state-of-the-art technology platform for unparalleled client experience and trusted advice. With a focus on resilience, speed, and value creation, PITech is streamlining processes, fostering rapid innovation and market impact. Fueled by an engineering culture, we’re committed to perpetual learning, and shaping the future of digital excellence.
As a Senior Manager, IT Delivery, you will be aligned to our project to implement Generative AI to help reduce calls for our call center. We are looking for someone with extensive Gen AI technical expertise to help manage the project and work with vendors. The ideal candidate will also have experience in the contact center space, as well as, building bots/understanding the necessities.

• Hire, evaluate, and supervise crew. Provide guidance and training as necessary to develop crew. Set performance standards, review performance, and make informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Responsible for delivering software releases relating to the product for the business units, managing the testing, evaluation, and selection of IT vendor products. Work with business clients to determine scope, and develop environmental requirements for each project.
• Work closely with management to develop and implement staffing and operational plans. Effectively leverage various staffing options and manage a global workforce. Participate in the development of short and long term department goals. Monitor and report on service delivery metrics and overall performance.
• Develop and implement changes to department policies and procedures to meet changing business needs and to achieve department objectives. Identify opportunities for continuous improvement and evaluate and recommend appropriate strategies and technologies for building products and delivering services.
• Lead quality initiatives to improve the delivery of service levels. Work with senior management in the planning, development, and execution of short and long range goals.
• Present status, metrics, and department initiatives at meetings with management and project peers. Develop and maintain relationships with key stakeholders to provide long-term collaborations and deliver successful business outcomes.
• Participate in the development of the department budget. Review expenses and ensure department operates within budgetary guidelines. Lead the strategy and execution to build, buy, and integrate business technology solutions.
• Ensure staff comply with information technology and information security policies and procedures, and verify that deliverables meet requirements.