CRM Manager, IT Delivery

Job description

About Vanguard Founded in 1975, Vanguard is one of the world's leading investment management companies. The firm offers investments, advice, and retirement services to tens of millions of individual investors around the globe—directly, through workplace plans, and through financial intermediaries. Vanguard’s India Office Vanguard’s office in India is a significant milestone in our global expansion. We are committed to establishing an enduring technology center in Hyderabad, Telangana and are excited to be adding talent who will focus on Artificial Intelligence (AI), mobile, and cloud-based technologies that drive our business outcomes and deliver a world-class experience for our clients. Role Summary The Manager, IT Delivery role manages and leads a team of technical support staff who design, develop, test, implement, and monitor software and tools; works with business leaders to define scope and requirements, and plans and executes the development of various systems; and acts as liaison with business sponsors and principals, while leading cross-functional teams, managing project risks and resources, and integrating cybersecurity best practices to ensure secure and successful project delivery. Responsibilites 1. Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures. 2. Responsible for delivering software releases relating to the product for the business units. Works with business clients to determine scope, and develops environmental requirements for each project. 3. Works closely with management to develop and implement staffing and operational plans. Participates in the development of short and long term department goals. Monitors and reports on service delivery metrics and overall performance. 4. Develops and implements changes to department policies and procedures to meet changing business needs and to achieve department objectives. Identifies opportunities for continuous improvement. 5. Leads quality initiatives to improve the delivery of service levels. Works with senior management in the planning, development, and execution of short and long range goals. 6. Presents status, metrics, and department initiatives at meetings with management and project peers. Maintains relationships with technical teams, IT, and business partners. 7. Participates in the development of the department budget. Reviews expenses and ensures department operates within budgetary guidelines. 8. Ensures staff complies with information technology and information security policies and procedures, and verifies that deliverables meet requirements. 9. Participates in special projects and performs other duties as assigned. 10. Lead cross-functional teams, fostering collaboration and effectively communicating project progress and updates to stakeholders. 11. Identify potential risks throughout the project lifecycle and implement strategies to mitigate them, ensuring smooth project delivery. 12. Develop comprehensive project plans, set timelines, allocate resources efficiently, and manage budgets to ensure successful project delivery. 13. Enhance cybersecurity frameworks by integrating advanced security measures and best practices into IT projects to safeguard company data and assets. Qualifications and Skills Minimum 8 years of experience in IT project management, software development, or IT service delivery. Previous leadership experience required. Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field. PMP, ITIL, or Agile certifications preferred. Strong expertise in IT project management, Agile methodologies, and SDLC best practices with experience in IT infrastructure, software development, and enterprise IT solutions. Must Have Skills: Hands-on and deep experience in working on and having led teams using Microsoft Dynamics (preferred) or Salesforce or any leading CRM product Nice to have skills: Familiarity with AWS platforms (e.g., cloud-native architectures) and Generative AI (GenAI) use cases in enterprise delivery Proficiency in risk management, budgeting, and IT governance. Understanding of cybersecurity frameworks and IT compliance standards. Excellent leadership, communication, and stakeholder management skills. Location This role is based in Hyderabad, Telangana at Vanguard’s India office. Only qualified external applicants will be considered. Our mission Vanguard adheres to a simple purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success. Our commitment to you Vanguard takes the same long-term view of your success—at work and in life—with Benefits and Rewards packages that reflect what you care about, throughout all the phases and stages of your life. Our Total Rewards programs provide you and your loved ones with wellness support for key areas in your life: Financial wellness We're committed to enabling your financial success and provide competitive offers and programs. Physical wellness We're committed to providing benefits that support your physical health and wellness. Personal wellness We're committed to providing resources that help support the full scope of your life. How we work Vanguard has implemented a hybrid working model for most of our employees (crew members), designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.