Technology Operations Planning & Delivery Manager (Hybrid)

Overview

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office.

The IT Planning & Delivery Manager allocates business analyst and technical resources within the Technology Operations organization. This role manages a team responsible for ensuring the effective delivery of operational services, governance activities, reporting, compliance coordination, and strategic initiatives.

The IT Planning & Delivery Manager will establish and lead an IT Delivery function focused on operational excellence, operational reporting, risk management, remediation coordination, metrics enablement, and special project delivery.

Responsibilities & Qualifications

• IT Planning & Delivery
• Establishes and manages an IT Delivery function that supports the Infrastructure Engineering and Technology Operations organizations.
• Plan, prioritize, and coordinate operational initiatives, reporting activities, and special projects.
• Monitor performance, resource utilization, and delivery outcomes to ensure alignment with business objectives.
• Drive continuous improvement across IT operational processes and governance activities.
• Reporting & Executive Communications
• Lead operational reporting and metrics enablement activities.
• Liaise with the centralized Technology Metrics and Reporting team to coordinate monthly business risk & compliance reporting activities.
• Ensure accuracy, timeliness, and consistency of reporting.
• Risk, Compliance & Remediation Management
• Lead tracking and reporting for infrastructure vulnerability remediation, end-of-life remediation programs, and ITSM issue remediation efforts.
• Facilitate risk identification, escalation, and remediation planning across technology teams.
• Ensure compliance with organizational governance, audit, security, and operational standards.
• Technical Documentation
• Oversee technical writing, document management, and knowledge repository maintenance.
• Make appropriate changes to IT policies, standards, procedures, and efficiencies in order to meet objectives.
• Ensure operational, governance, and executive documentation remains accurate and current.
• Leadership & Team Management
• Build, lead, coach, and develop a high-performing IT Delivery team.
• Establish performance expectations, accountability measures, and evaluation of assigned staff.
• Maximize department achievements by providing professional development.
• Foster collaboration across infrastructure, technology operations platform, and business organizations.
• Manage vendor and stakeholder relationships supporting operational initiatives.

Qualifications:

• Minimum Required Education and Experience: Bachelor's Degree and 6 years' experience OR High School Diploma or GED/Equivalent and 10 years' experience in Applications development, applications analysis or systems engineering

Preferred Qualifications

• Previous leadership experience supporting business operations, infrastructure engineering, technology operations or risk & compliance organizations.
• Knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) frameworks and operational governance practices.
• Knowledge of Standard Development Life Cycles such as Agile and Waterfall.
• Knowledge of systems architecture, infrastructure technologies, and operational management practices.
• Experience with vulnerability management, risk management, compliance, and audit activities.
• Experience preparing executive-level presentations and operating review materials.
• Experience with technical writing and documentation management.
• Skill(s): Previous leadership for technical implementation, Knowledge of Standard Development Life Cycles (like Waterfall or Agile), Knowledge of system and data design
• Additional Information
• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Responsibilities

• IT Planning & Delivery
• Establishes and manages an IT Delivery function that supports the Infrastructure Engineering and Technology Operations organizations.
• Plan, prioritize, and coordinate operational initiatives, reporting activities, and special projects.
• Monitor performance, resource utilization, and delivery outcomes to ensure alignment with business objectives.
• Drive continuous improvement across IT operational processes and governance activities.
• Reporting & Executive Communications
• Lead operational reporting and metrics enablement activities.
• Liaise with the centralized Technology Metrics and Reporting team to coordinate monthly business risk & compliance reporting activities.
• Ensure accuracy, timeliness, and consistency of reporting.
• Risk, Compliance & Remediation Management
• Lead tracking and reporting for infrastructure vulnerability remediation, end-of-life remediation programs, and ITSM issue remediation efforts.
• Facilitate risk identification, escalation, and remediation planning across technology teams.
• Ensure compliance with organizational governance, audit, security, and operational standards.
• Technical Documentation
• Oversee technical writing, document management, and knowledge repository maintenance.
• Make appropriate changes to IT policies, standards, procedures, and efficiencies in order to meet objectives.
• Ensure operational, governance, and executive documentation remains accurate and current.
• Leadership & Team Management
• Build, lead, coach, and develop a high-performing IT Delivery team.
• Establish performance expectations, accountability measures, and evaluation of assigned staff.
• Maximize department achievements by providing professional development.
• Foster collaboration across infrastructure, technology operations platform, and business organizations.
• Manage vendor and stakeholder relationships supporting operational initiatives.

Qualifications:

• Minimum Required Education and Experience: Bachelor's Degree and 6 years' experience OR High School Diploma or GED/Equivalent and 10 years' experience in Applications development, applications analysis or systems engineering

Preferred Qualifications

• Previous leadership experience supporting business operations, infrastructure engineering, technology operations or risk & compliance organizations.
• Knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) frameworks and operational governance practices.
• Knowledge of Standard Development Life Cycles such as Agile and Waterfall.
• Knowledge of systems architecture, infrastructure technologies, and operational management practices.
• Experience with vulnerability management, risk management, compliance, and audit activities.
• Experience preparing executive-level presentations and operating review materials.
• Experience with technical writing and documentation management.
• Skill(s): Previous leadership for technical implementation, Knowledge of Standard Development Life Cycles (like Waterfall or Agile), Knowledge of system and data design

Qualifications

• Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.