IT Operations & Delivery Manager - Full Time - Onsite Plano, TX

Technology Operations & Delivery Manager

The Technology Operations & Delivery Manager is responsible for ensuring Human Coalition's technology systems are delivered, deployed, supported, and maintained with excellence. This role serves as the operational bridge between IT support, software development, business systems, vendors, and internal stakeholders.

This person will help protect production systems, improve deployment discipline, coordinate incident response, manage technology delivery processes, and ensure that changes to critical systems are tested, communicated, and released in a controlled way.

The ideal candidate is highly organized, technically fluent, process-oriented, and comfortable working across systems such as Salesforce, Twilio, contact center platforms, data/reporting tools, integrations, and internal IT systems. This role does not need to be the strongest developer in the room, but it does need to be the person who ensures the right process is followed before changes go live.

The Technology Operations & Delivery Manager should be aligned with Human Coalition's mission and committed to supporting the technology infrastructure that enables the organization to serve women, rescue children, and restore families with excellence.

Key Responsibilities

• Coordinate cross-functional teams across Finance, Family Services, Government Programs, Compliance, Technology, and partner functions
• Contact Center Platform Delivery Ownership
• Serve as the end-to-end delivery owner for contact center technology, including Twilio flows, plugins, queues, routing, voicemail behavior, agent workflows, transfers, reporting dependencies, and production validation.
• Coordinate with Twilio flow owners, plugin owners, business SMEs, Aezion technical resources, QA, and support teams to ensure all changes work across the full operational workflow.
• Ensure contact center changes are tested from caller entry point through agent handling, transfer, completion/disposition, reporting, and post-call validation.
• Own release readiness checklists for contact center changes before queues, markets, call paths, or agent workflows are opened to live callers.
• Identify and close gaps between component-level testing and full end-to-end operational testing.
• Lead post-release validation and coordinate issue resolution when contact center changes impact live operations.
• Technology Delivery & Release Management
• Own and manage the technology release calendar across key systems, including Salesforce, Twilio, contact center tools, integrations, and related platforms.
• Enforce CI/CD procedures for Twilio flows, plugins, Salesforce changes, and other business-critical systems.
• Ensure all changes follow a clear lifecycle: development testing, production deployment, production validation, and go-live approval.
• Coordinate go/no-go decisions for production releases.
• Confirm that each release has documented requirements, testing evidence, dependency checks, rollback plans, and stakeholder communication.
• Work with internal staff and external vendors to prevent unapproved or poorly coordinated production changes.
• Production Operations & Stability
• Serve as a primary coordinator for production incidents, outages, failed deployments, and system interruptions.
• Lead incident triage and ensure the right internal and external resources are engaged quickly.
• Track root causes and corrective actions after incidents.
• Help define and monitor system health, production readiness, uptime expectations, and recurring issue trends.
• Ensure critical ministry systems remain stable and available for staff and operational teams.
• Vendor & Cross-Team Coordination
• Coordinate day-to-day delivery with external technology partners, developers, QA resources, project managers, and platform specialists.
• Ensure vendor teams understand and follow Human Coalition's deployment and change-management processes.
• Track open issues, blockers, release commitments, testing status, and outstanding production risks.
• Translate technical risks into clear business language for leadership and stakeholders.
• Help ensure accountability across internal teams and external partners.
• Business Systems & Stakeholder Support
• Partner with internal teams to understand operational needs, pain points, and system priorities.
• Help intake, organize, and prioritize technology requests.
• Ensure stakeholders are informed about upcoming changes, outages, testing needs, and post-release validation.
• Coordinate user acceptance testing when business teams need to validate workflows.
• Support continuous improvement across Salesforce, Twilio, contact center systems, reporting workflows, and related platforms.
• Process Improvement
• Build and maintain lightweight but disciplined technology processes that improve reliability without creating unnecessary bureaucracy.
• Document standard operating procedures for deployments, incident response, vendor escalation, production testing, and communication.
• Identify gaps in current delivery processes and recommend improvements.
• Help mature Twilio and contact center deployment practices to match the discipline already used for Salesforce changes.
• Promote a culture of operational excellence, accountability, and continuous improvement.

Required Qualifications

• 5+ years of experience in IT operations, technology delivery, business systems, release management, product operations, or a related role.
• Experience managing technology projects or production system changes.
• Familiarity with CI/CD concepts, release management, QA/UAT, incident response, and change control.
• Experience working with business-critical platforms such as Salesforce, Twilio, contact center systems, CRM platforms, data/reporting tools, or integrations.
• Strong project coordination and cross-functional communication skills.
• Ability to work effectively with developers, business users, vendors, executives, and support teams.
• Strong judgment and the ability to identify production risks before they become business disruptions.
• High attention to detail and strong follow-through.
• Ability to lead through influence, not just authority.

Preferred Qualifications

Experience with Salesforce release processes.

• Experience with Twilio, call center platforms, call routing, plugins, or contact center operations.
• Experience working with external development or managed service partners.
• Experience in nonprofit, healthcare, contact center, ministry, or multi-site operational environments.
• Familiarity with Agile, DevOps, ITIL, or structured change-management practices.
• Experience building processes in a growing or maturing technology environment.

Key Competencies

• Operational discipline
• Clear communication
• Strong ownership
• Vendor accountability
• Production risk management
• Process improvement
• Cross-functional leadership
• Technical curiosity
• Calm under pressure
• Bias toward action with appropriate controls

Success Measure

Success in this role will be measured by:

• Fewer failed or disruptive production deployments.
• Better adherence to CI/CD and release-management procedures.
• Improved visibility into upcoming technology changes.
• Faster incident response and clearer incident communication.
• Stronger coordination between internal teams and external vendors.
• Better production testing before systems are fully live.
• Reduced confusion around ownership, escalation, and deployment readiness.
• Increased trust from business teams in IT's ability to deliver stable solutions.

Reporting Structure

This role reports to the senior technology leader and works closely with IT support, software development, Salesforce administration/development, data/reporting teams, contact center operations, business stakeholders, and external technology partners.

What This Role Is Not

This is not simply a help desk manager role.

This is not only a project manager role.

This is not primarily a developer role.

This is not solely a product owner role.

This is not the Twilio architect role.

This is not simply QA.

This role does not replace flow owners, plugin developers, architects, or business SMEs.

This is a production-minded technology operations and delivery role responsible for making