Call Delivery Manager

We are seeking a dynamic, detail-oriented Call Delivery Manager to lead the coordination and oversight of Call Delivery incidents, business requests, operational changes, and enhancement workflows.

This role is responsible for managing the end-to-end intake and delivery process, including evaluating and distributing requests, aligning work with team member capabilities and capacity, tracking commitments, maintaining documentation, and completing post-implementation validation with business stakeholders.

A central focus of this position will be maturing the Call Delivery change management and intake processes. The Manager will help establish a scalable shared services approach that balances business-as-usual team member and telephony changes with strategic enhancements, risk remediation, and broader organizational priorities.

The ideal candidate will have experience with Service Now/JIRA, process improvement, operational change management, request prioritization, and cross-functional collaboration. The successful candidate will bring structure, transparency, and accountability to how work enters the organization, how priorities are established, and how changes are implemented and validated.

In the Role

• Provide leadership, planning, prioritization, and execution oversight for day-to-day line-of-business support across the Call Delivery and Voice Technology organization.
• Coordinate the intake, assignment, tracking, and completion of incidents, service requests, business-as-usual changes, and strategic enhancements.
• Distribute work based on business priority, complexity, team member skill level, available capacity, risk, and required delivery timelines.
• Monitor request inventory, dependencies, deadlines, and outcomes, escalating barriers or competing priorities when necessary.
• Partner with business leaders to validate completed changes and confirm that delivered solutions align with the intended request and business outcome.
• Develop and maintain comprehensive documentation for Call Delivery processes, telephony configurations, inventories, dashboards, and operational procedures.
• Oversee the management and maintenance of the Service Now ticketing system and Knowledge Base.
• Lead the development and maturation of a centralized intake process for Call Delivery support requests, incidents, team member changes, and strategic enhancements.
• Define clear intake requirements so requests include the necessary business justification, expected benefit, scope, urgency, risk, dependencies, impacted stakeholders, and requested completion date.
• Establish consistent methods for evaluating, categorizing, routing, prioritizing, and tracking incoming work.
• Develop a prioritization framework that balances business-as-usual team member support with strategic enhancements, regulatory or compliance needs, risk remediation, operational stability, and organizational value.
• Advance the Call Delivery support model toward a shared services approach that provides consistent processes, service expectations, governance, and transparency across supported lines of business.
• Partner with stakeholders to distinguish urgent operational needs from standard requests and longer-term strategic opportunities.
• Improve visibility into demand, available capacity, request aging, delivery commitments, competing priorities, and completed outcomes.
• Identify opportunities to streamline, standardize, or automate recurring requests to improve efficiency and create additional capacity for strategic work.
• Lead the continued development and maturation of the Call Delivery change management process to promote consistency, transparency, accountability, and operational readiness.
• Establish clear change management standards covering request documentation, impact…