Senior Manager, IT Delivery

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.

In this role, you will:

• 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.

What it takes:

• Minimum of ten years related work experience, with at least five years of project management experience.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• Vendor management
• Gen AI expertise

Additional "nice to haves":

• Experience with Kore.AI, LLMs, chatGPT 4o, Genesys
• Contact center experience
• Previous leadership experience

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.