Sr. Manager, Delivery

Company Overview

NISC develops and implements enterprise-level and customer-facing software solutions for over 1,200+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and value-priced.

We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld's Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

Futura Systems, part of the NISC family of companies, provides enterprise GIS solutions to hundreds of electric cooperatives, municipal systems, and utility providers across the United States. Leveraging the Esri ArcGIS platform, Futura develops proprietary software and database applications that support mapping, staking, outage management, operations, and workforce management.

Position Overview

As Sr. Manager of Delivery, you will lead delivery execution and capacity planning across Futura's Implementation organization, including a strategic program to migrate approximately 240 customers to Futura's ArcGIS Pro platform-based solutions by December 31, 2028. Reporting to the VP of Business Operations, this role serves as the primary decision-maker for delivery predictability, execution quality, capacity health, and customer outcomes throughout the full implementation lifecycle.

While the position has no direct reports, it guides and develops five Operations Managers through a dotted-line relationship. You'll take end-to-end ownership of how we deliver for our customers, with visibility and decision authority to make a real impact.

Essential Functions

• Own delivery outcomes across all implementation and migration initiatives—delivered on time, in scope, and to quality expectations.
• Run capacity planning for the Implementation organization: build demand and capacity models, spot gaps and over-allocation early, and translate them into staffing, hiring, and ramp recommendations.
• Partner with Sales, Finance, Product Support, and the VP Business Operations to shape staffing scenarios and ramp strategies ahead of committed demand.
• Arbitrate delivery tradeoffs and prioritization decisions when demand outpaces available capacity.
• Guide and develop Operations Managers through a dotted-line relationship, setting a high bar for accountability, performance, and execution discipline.
• Keep cross-functional partners—Engineering, Configuration, Data, Training, and Product Support—aligned and unblocked.
• Own delivery and capacity risk end to end, driving mitigation, recovery, and formal change management.
• Define and track the metrics that prove delivery performance and capacity health, and lead performance reviews with stakeholders.
• Build trusted relationships with enterprise customers through critical delivery phases and smooth go-lives.
• Serve as the voice of the customer throughout implementation and migration programs, ensuring customer needs, risks, and feedback inform delivery priorities and decisions.
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Bachelor's degree in Information Technology, Computer Science, GIS, or a related field.
• 10+ years of experience leading enterprise software implementations, delivery operations, or complex technical programs.
• 3+ years of leadership experience managing managers or senior technical teams, or leading large-scale, multi-year implementation programs.
• Experience leading enterprise software implementations or customer migrations from planning through deployment, go-live, and transition to support.
• Demonstrated success managing multiple interconnected projects, dependencies, timelines, resources, risks, and stakeholders as part of a broader program.
• Hands-on experience building and operating capacity models, demand forecasts, and resource allocation frameworks.
• Proficiency with implementation tools and systems such as JIRA, Confluence, ClickUp, Power BI, Claude, Microsoft Office (Word, Excel, PowerPoint).
• Demonstrated ability to represent the voice of the customer, incorporating enterprise-customer needs and feedback into program priorities, delivery decisions, and continuous improvement efforts.
• Strong leadership, decision-making, and accountability skills, with the ability to communicate clearly to technical and non-technical audiences.
• Comfort operating in a fast-paced environment with multiple, shifting priorities.

Preferred

• Experience with GIS technologies and solutions, particularly within electric cooperatives, municipal utilities, or other utility-provider environments.
• Familiarity with formal delivery or project management frameworks (e.g., PMP, Agile, SAFe, ITIL).
• Experience with capacity planning tools or resource management platforms.

Additional Details

Travel: As required.

Minimum Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate.

Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.

Disclaimer

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.