Service Delivery Manager

1 week ago

Scarsdale, United States Apple Bank Full time

Apple Bank is seeking an experienced Service Delivery Manager to build and maintain relationships with the organization’s business lines, as well as be responsible for coordinating and communicating service updates and introducing new services to our employee base. This position partners closely with the Head of Service Delivery to oversee all operational aspects for the Service Delivery Team, including strategic projects and initiatives. The incumbent provides coaching, development planning, and goal setting to junior staff and interacts with senior leadership on a regular basis regarding status updates and initiatives/opportunities for technological improvement.


The successful candidate will possess a track record of successful leadership as a service delivery professional and is a highly motivated and experienced problem solver with above average customer service and desktop engineering skills. The Manager must also have proven experience supporting end-user desktops and laptops with the most current platforms (Office 365, ServiceNow, Azure, Cloud Based Systems, etc.) This experience is required, as the position is part of the staff that handles escalations from our Service Desk Team.


ESSENTIAL DUTIES & RESPONSIBILITIES

  • Incorporate the principles of ITIL into the daily operational activities of the Service Delivery Team and when participating in joint team initiatives; supervise technical development of the Desktop Support Team and lead the day-to-day activities of staff.
  • Ensure that an effective/efficient level support is provided within the desktop support environment for all hours of support, including afterhours and weekend coverage.
  • Act as the primary escalation contact from a desktop support level prior to escalation to other support groups.
  • Assist in the product management of ServiceNow to ensure that the needs of the customer are met, while also ensuring that the stability of the platform is maintained.
  • Assist in the creation and execution of policies and procedures that comply with regulatory requirements as dictated by NYDFS and FFIEC.
  • Document common issues, causes, and solutions; develop policies/procedures, user-guides, FAQs and web-based guides; provide content for the Bank’s IT intranet page.
  • Oversee service delivery engagement to ensure compliance with change and risk management, as well as audit/regulatory controls, involving data gathering, analyses, and reporting.
  • Develop and leverage reporting to identify current trends and recurring issues; develop actionable plans to address these issues.
  • Partner with various teams throughout the organization including Network and Server Infrastructure, Quality Control, Information Security, Internal Audit, and IT Governance, Risk, & Compliance (IT-GRC), etc.
  • Identify, analyze, and solve problems in a timely and organized manner utilizing industry best practices/ procedures.
  • Maintain knowledge of IT industry to effectively address ongoing demands for enhancements to existing network and services, which may include team or individual research, as well as testing, reading, and attending conferences.
  • Perform other duties as requested.

SKILLS, EDUCATION, & EXPERIENCE

  • Bachelor’s degree and a minimum 7 years of experience IT project management, in lieu of education, 12 years of direct related work experience.
  • Proven experience supporting end-user desktops and laptops with the most current platforms (Office 365, ServiceNow, Azure, Cloud Based Systems)
  • Experience working closely with SMEs, project managers, and process owners to capture business requirements to translate them into technical specifications and develop ServiceNow functionality.
  • Experience in automation and scripting: PowerShell, Scripting, Batch, etc., required.
  • Understanding of Service Delivery function, including the need for standard and consistent responses.
  • ServiceNow Application Developer Certification is a plus.
  • Understanding of root cause analysis.
  • Must be cybersecurity knowledgeable.
  • Foster teamwork and partner across functional areas to deliver seamless service to customers.
  • Experience in writing reports, business correspondence, and procedure manuals.
  • Strong understanding of networking and related services.
  • Excellent interpersonal and communication skills (verbal + written); must be skilled at communicating technical concepts to non-technical employees.
  • Ability to identify and escalate situations requiring urgent attention.

Visa sponsorship not available.


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