Business IT Partner

About Avaya

Avaya is an enterprise software leader that helps the world's largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections - with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Role Overview

The Service Delivery Manager (SDM) is a senior IT leader who serves as the primary strategic interface between IT and assigned business functions.

This role is accountable for translating business strategy and operational needs into structured, executable IT initiatives and ensuring successful end-to-end delivery of technology solutions.

The SDM acts as the front door to IT for their business stakeholders - owning demand intake, shaping solutions, driving cross-functional execution, and ensuring measurable business value realization.

This is not a purely project management role. It is a hybrid leadership position requiring strong business partnership, governance discipline, and delivery accountability.

Key Responsibilities

1. Strategic Business Partnership

• Serve as the dedicated IT partner for assigned business units.
• Build trusted relationships with senior business leaders.
• Develop deep understanding of business strategy, priorities, and operational challenges.
• Act as the single point of coordination for IT engagement with those business functions.
• Proactively identify technology opportunities that improve efficiency, risk posture, and business performance.
  
  

2. Demand Management & Solution Shaping

• Own and manage the intake of new business requests.
• Facilitate structured requirement gathering sessions.
• Engage appropriate IT domain leaders (Primes) to evaluate feasibility and solution options.
• Ensure initiatives are properly scoped, prioritized, and aligned to enterprise standards.
• Lead development of business cases, including scope, benefits, cost estimates, and risk considerations.
  
  

3. End-to-End Delivery Accountability

• Lead approved initiatives through full lifecycle execution - from planning through deployment and transition to operations.
• Develop and maintain detailed project plans, including scope, timelines, dependencies, resource plans, and risk mitigation strategies.
• Coordinate cross-functional teams across infrastructure, applications, security, and vendors.
• Provide clear and consistent status reporting to stakeholders and leadership.
• Ensure formal project closure and operational handoff.
  
  

4. Governance & Portfolio Discipline

• Maintain visibility into the portfolio of initiatives for assigned business units.
• Ensure alignment with IT standards, architecture principles, security requirements, and financial controls.
• Participate in prioritization forums and portfolio review discussions.
• Escalate delivery risks, capacity conflicts, or cross-functional bottlenecks when required.
  
  

5. Value Realization & Service Continuity

• Ensure delivered solutions meet defined business objectives.
• Partner with operations teams to ensure smooth transition to steady-state support.
• Monitor post-delivery performance and stakeholder satisfaction.
• Identify continuous improvement opportunities across delivered services.

Required Experience

• 8-12+ years of progressive experience in IT roles with demonstrated exposure to:

  • Project and program management

  • Business analysis

  • Stakeholder engagement at senior levels

  • Cross-functional coordination

• Proven experience leading complex, multi-team IT initiatives from initiation through completion.

• Experience operating in enterprise IT environments with multiple technology domains.

• Demonstrated ability to translate business requirements into structured delivery plans.

Required Skills

• Strong executive-level communication and presentation skills.

• Exceptional stakeholder management and negotiation capability.

• Structured problem-solving and analytical thinking.

• Solid understanding of enterprise IT landscapes (applications, infrastructure, security).

• Strong documentation discipline and governance mindset.

• Ability to manage multiple initiatives concurrently.

Key Attributes

• Strategic thinker with strong execution focus.

• High accountability and ownership mindset.

• Comfortable operating in ambiguity while driving structure.

• Strong collaboration skills with ability to influence without direct authority.

• Results-oriented with disciplined follow-through.

Success Measures

Performance in this role will be evaluated based on:

• On-time, on-budget delivery of initiatives.

• Business stakeholder satisfaction.

• Portfolio visibility and governance discipline.

• Risk mitigation and escalation effectiveness.

• Quality of operational handoff and service adoption.

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Experience

Education

Preferred Certifications

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.