Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
We are seeking a Senior Manager, IT Delivery - a technical, hands-on "player-coach" who will serve as the strategic execution engine for our Information Technology department. Reporting to the Senior Manager of IT Systems, you will bridge the gap between our high-performing engineering leaders and teams and evolving business needs. This role is designed for a proactive decision-maker who deeply understands system architecture and can navigate ambiguity to drive high-visibility, cross-functional initiatives across the IT ecosystem.
The Team & Impact: You will manage a single Project Manager and support five specialized units: MDM, SaaS, Network, ServiceNow DevOps, and Compliance (UAR Coordination). Your success is measured by your ability to; unblock technical bottlenecks, onboard, consolidate and integrate tooling, find efficiencies in processes and tech, proactively identify and address end user pain points, and act as a credible, highly communicative face for IT across the enterprise.
A day in the life (Responsibilities)
- Hands-On Delivery: Lead the end-to-end execution of critical IT systems initiatives (e.g., SailPoint/Identity Governance integrations and deployments, new tool deployment, User Access Reviews, and major system integrations).
- Ecosystem Integration & Decision Making: Drive holistic decisions across IT domains by understanding how core platforms (such as Identity, Service Management, and Collaboration tools) integrate and operate together.
- Roadmap & Analytical Reporting: Partner closely with IT Leaders to Define success metrics for IT programs and build dashboards to track enterprise-wide impact, regularly publishing post-mortems and trend analyses to inform future technical and strategic decisions.
- IT Enablement & User Adoption: Drive enterprise-wide user adoption for the tech stack. Create and scale training programs, publish technical release notes, and maintain a centralized documentation repository.
- Strategic Liaison: Serve as the highly communicative primary point of contact between IT domains (Systems, Security, Infrastructure) and external business stakeholders, translating complex technical infrastructure into clear business value.
What you'll need to thrive (Requirements)
- Experience: 7+ years of IT enterprise system ownership, ideally in environments of 7,000+ users.
- Core Systems Knowledge: Demonstrated, hands-on familiarity with core IT industry tools, specifically ServiceNow, SailPoint (or similar IGA platforms), Okta, AWS, Google Workspace, and Atlassian (Jira/Confluence), MDM and Security Agent tooling. You must understand how these tools operate and integrate at a foundational level.
- Ambiguity Navigation & Decision-Making: Proven ability to drive projects forward and make strategic decisions when there is a lack of defined structure or resources.
- Matrix Leadership: Strong history of driving cross-functional teams that do not directly report to you and unblocking technical dependencies.
- Exceptional Communication: Outstanding written and verbal communication skills; a polished presenter who can confidently and professionally distill complex technical concepts into accessible, clear updates for non-technical stakeholders.
- Pragmatic Execution: A focus on rolling up your sleeves to drive execution, prioritizing real-world outcomes over rigid adherence to project management methodologies.
What will help you stand out (Nonessential Skills/Nice to Haves)
- Background in IT Business Operations or IT Service Management (ITSM).
- Experience utilizing data analytics tools (e.g., Snowflake, Power BI, or HEX) to build executive-facing performance and capacity dashboards
- Strong understanding of AI and emerging technologies
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring
Our Approach to Hybrid Working
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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