Position Summary:
The IT Delivery Lead is a newly created, enterprise-wide role at the center of a deliberate effort to transform how Vallen's IT organization receives, prioritizes, and delivers work. This is not a role stepping into an established function — it is a role that will help design, build, and operationalize that function from the ground up.
Vallen's IT organization is in active transformation. We are implementing a structured framework to bring transparency to how IT capacity is allocated across operational stability, incremental improvement, and strategic change. The IT Delivery Lead owns the operating backbone of this model: the intake process, the prioritization governance, the delivery visibility, and the accountability structures that make it work.
In the near term, this means working through ambiguity. Some processes exist in early form; others will need to be created. Platform integrations are being built in parallel, which means portions of this role will operate through interim, manual workflows while tooling catches up to design. The right candidate sees the build phase as the opportunity, not the obstacle.
This is a delivery leadership role built on process discipline and cross-functional influence. It is not a project management or technical role — it is the operating system of IT delivery governance across applications, data, infrastructure, digital, and integrations.
What You Will Do In Year One:
You will step into an active transformation — inheriting processes that are partially designed, workflows that are still manual in places, and a platform integration roadmap that is in motion. In the first months, you will stabilize and run what exists while identifying where design gaps still need to close. You will assume P1 incident command, take ownership of the newly launched intake process, and stand up Problem Management discipline in ServiceNow. As integrations mature, your focus shifts from bridging systems manually to governing the process that runs on top of them — and from executing reporting cadences by hand to owning the dashboards that replace them. Throughout, you are not just running processes; you are finishing building them.
Essential Duties and Responsibilities:
Intake & Prioritization
- Own and manage the intake process for IT-related requests, including system enhancements, new technology evaluations, data needs, strategic initiatives, and citizen-developed solutions — ensuring business-built applications and automations are reviewed for security and environmental fit before deployment.
- Evaluate incoming requests for completeness and alignment to business priorities before routing for review.
- Facilitate discovery conversations with business owners and IT teams to ensure requests are well understood and actionable before work begins.
- Ensure all requests move through established governance and prioritization channels — and hold that line consistently, including when requests arrive outside the process.
- Apply a structured framework to classify incoming work across operational stability, incremental improvement, and strategic change — ensuring prioritization decisions reflect actual IT capacity and organizational impact.
- Identify opportunities to leverage existing capabilities or more efficient approaches before initiating new work.
Delivery Coordination & Visibility
- Coordinate delivery activities across IT workstreams, ensuring work is clearly defined, assigned, sequenced, and progressing.
- Translate approved priorities into actionable work items, milestones, and timelines.
- Maintain backlogs, boards, and work items across operational and transformation initiatives; ensure end-to-end status is visible to the right stakeholders at the right time.
- Track progress, dependencies, risks, and blockers; proactively surface issues requiring attention or escalation — with context and impact, not just status.
- Own ITSM change management end-to-end — ensuring changes move through proper review, approval, and communication before reaching production.
- Facilitate working sessions, standups, and cross-team checkpoints to keep teams aligned and moving.
- Support release planning and coordination, including validation of completion and handoffs.
Governance & Accountability
- Lead standing triage sessions to review incoming requests, assess priority, assign work, and communicate back to requesters consistently.
- Maintain portfolio visibility across all active workstreams and provide leadership with clear reporting on delivery performance and capacity — initially through manual reporting cadences, and progressively through integrated dashboards as tooling matures.
- Serve as the named incident commander for P1 events — leading the response, coordinating across teams, and ensuring clear communication to leadership throughout.
- Own the post-incident RCA process: ensure every P1 produces a documented root cause with a named owner and a backlog action that closes the loop.
- Ensure patterns surfaced through incidents and RCAs feed back into delivery planning and problem management rather than being resolved and forgotten.
- Where governance structures, templates, or decision rights do not yet exist, lead the design effort — working with IT leadership and cross-functional partners to build them.
- Maintain governance documentation, including lifecycle ownership and decision rights across the intake and delivery process.
Cross-Functional Leadership
- Act as a connector across IT and business teams — reducing friction and execution gaps in a complex, multi-domain environment.
- Build trust with business partners through consistent process, reliable communication, and follow-through.
- Partner with technical leads, platform owners, and business subject matter experts to ensure alignment before and during execution.
- Champion the integrity of the intake and governance model — educating stakeholders on the process, explaining decisions transparently, and reinforcing why the structure exists.
- Support the CIO in preparing leadership updates and capacity briefings.
- Serve as an active participant in process design working sessions — not as a passive consumer of decisions made elsewhere, but as a contributor to the governance structures being built.
Requirements:
Job Qualifications:
- Bachelor's degree in Information Technology, Business, Project Management, or a related field; equivalent experience considered.
- Experience managing intake, prioritization, and governance processes across multiple IT domains.
- Experience with incident management, change management, and problem management processes in an enterprise IT environment.
- Hands-on experience with Azure DevOps (ADO), ServiceNow, or comparable work management platforms.
- Demonstrated ability to influence without authority and drive accountability across cross-functional teams.
- Strong communication skills with the ability to present status, risks, and decisions to senior leadership.
- Experience contributing to process design in build-phase environments — comfortable operating where not everything is defined and forward progress requires judgment, not just execution.
- Ability to translate direction and decisions into clear, actionable delivery tasks with defined owners and timelines.
- Skilled at identifying and surfacing risks early — with context, impact, and options, not just status.
- Strong organizational skills with attention to detail, sequencing, and follow-through.
- Ability to facilitate productive discussions and keep teams aligned without owning the technical work.
- Working knowledge of enterprise application environments, including ERP platforms.
- Comfortable building governance frameworks where they don't yet exist, not just operating within ones that do.
- Project or delivery certifications (PMP, PMI-ACP, CSM, SAFe, or equivalent) preferred but not required.
Work Environment & Physical Demands:
Reasonable accommodations will be evaluated and may be implemented to enable individuals with disabilities to perform essential functions of this position.
- Work environment may not be temperature controlled; must have the ability to work in extreme hot or cold environments.
- Must have the ability to work in dusty conditions.
- May be required to handle hazardous materials and wear various forms of protective equipment (shoes, gloves, protective eyewear, etc.)
- May be required to pass forklift and/or other warehouse equipment certifications (written and/or driving).
- Assigned work shifts may vary and/or rotate.
- Overtime may be required; extended day, evening and weekend work may be required as job duties demand and may include little to no advanced notice.
- Must be able to handle and work physical inventory; required to lift up to 25 lbs. or greater with assistance following standard operating and safety procedures. Other physical requirements including, regularly being required to stand, walk, kneel, bend, crouch, crawl, climb and balance.
- Close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus are required.
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