Delivery Leader IT, Customer Experience

Your Job

We'reseeking anDelivery Leader IT,Customer Experience,who will be a key member of the Commercial IT:Customer Experience,IT LeadershipTeam.

This roleis responsible formanaging IT talent and department resources forCustomer Experience with the goal ofdeliveringtechnology and data-dependent outcomes.This role will report to the Customer Experience Senior IT Director and will bring value by managing the differentiated talent to ensure short- and long-term value for all partners.

Additionally, this role will supervise multiple direct reports, providing leadership, related experience, and guidance to support their individual growth plans.

Our Team

Georgia-Pacific's IT department is integral to supporting and advancing the company's operations.

Our IT team focuses on leveraging innovative technologies to drive efficiency, enhance decision-making, and support the business's strategic goals.

We prioritize continuous learning, collaboration, and the application of Principle Based Management to ensure we create the greatest value for the organization and its stakeholders.

What You Will Do

ThisDelivery Leader ITposition within theCustomer Experience IT team creates long-term value by ensuring that all theaspects (operations, delivery, talent management, support) of the Customer Experience IT Team are overseen and managed; specifically:


* Department Management: Oversee operations to meet client and IT leader expectations.

Create and execute strategies to meet Service Level Agreement (SLA) targets and improve customer satisfaction.

Manage financial and resource planning, including forecasting and reporting.

Optimize Customer Experience portfolios by benchmarking Total Cost of Ownership (TCO) and setting improvement targets.


* Supervisory Duties: Provide leadership and mentoring to direct reports, fostering a collaborative environment.

Develop talent strategies such as Individual Development Plans and Succession Plans.

Set performance goals and coach team members to achieve them.


* Delivery Coordination: Lead Customer Experience processes with partner teams.

Support business outcomes through coaching and guidance.

Analyze portfolio performance for opportunities and risks and identify cost-saving and efficiency opportunities.


* Process Improvement: Implement improvements like automation and standardization.

Collaborate with Enterprise IT partners to enhance operating models and support capability development.


* Technical Expertise: Use practical and theoretical knowledge to solve Customer Experience problems.

Assist teams in achieving objectives and support strategy development for business outcomes.

Stay updated on industry trends and apply emerging technologies.

Who You Are (Basic Qualifications)


* Work experience in customer experience and/or commercial area


* Experience in software development, data & analytics projects, mobile applications


* AGILE development experience (managing SCRUM teams, managi...