Director of Service Delivery

Hybrid work arrangement (3 days in the office/2 days remote). Location is flexible within the Seacoast footprint in Florida.

JOB SUMMARY:

The role is responsible for leading the effective delivery of technical capabilities within critical business applications, following IT Service Management frameworks and supports product operations. This role requires a strategic leader who can interface with key business partners to ensure alignment with business needs, strategic roadmaps, and compliance standards. The Director of Service Delivery is positioned to be a trusted partner, consultant and technology generalist for the business units being supported. The role is responsible for assisting in owning, guiding technology relationships and day to day operations for a disparate set of applications across several lines of business. The team manages the application change control process in conjunction with the system owners, tracks and monitors SLA’s, reconciles invoices, and maintains product roadmaps. This role serves the internal departments as the point of contact for vendor related information and activities, including satisfying ongoing operational requirements of other departmental policies and procedures (e.g. Compliance, Information Security, Third Party Risk, etc.). The role will ensure adherence to contractual obligations, conform to IT governance standards, identify potential risks, and develop mitigation plans.

This position will lead strategy, planning and life cycle management efforts to support the ongoing evolution and innovation of the applications and services supported by the team. The role also involves managing a team of resources who will be the solution experts and primary point of contact between vendors, technical teams, and Information Security using a mix of traditional project management disciplines and Agile, Scrum-based practices. The overall team serves as the internal support team for the roadmap and release plans for a set of IT products and services, and for items that cannot be resolved by the IT Service Desk. Service Delivery is responsible for escalating to vendors and internal IT teams as needed for resolution.

This role includes defining the scope, creating, and managing the functional and technical delivery plans, identifying key stakeholders and ensuring all work is compliant with relevant bank and security standards, and on-time completion to delivery milestones.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Identified as the key Service Delivery strategic leader over the end-to-end Service Delivery process.
• Define the scope, create and manage the functional and technical delivery plans, identifying key stakeholders, and ensure all work is compliant with relevant bank and security standards, and on-time completion to delivery milestones.
• Partner with business stakeholders and lead through influence to conduct strategic planning and create product roadmap. Define and drive product vision, roadmap, prioritization and plan functionality.
• Accountable as ‘quarterback’ for leading strategic and application development from concept to production, including partnering with business stakeholders, the strategy office and provides oversight of end-to-end solution design, build, test, and deployment for scope of applications
• Manage and execute product roadmap for multiple products to keep it on-track and under budget; Review backlog, risk and issue areas, and proactively plan mitigation.
• Manage product lifecycle, from strategic planning to tactical activities, specifying requirements for current and future products.
• Strong interpersonal skills: ability to build strong relationships and collaboration across diverse and matrixed stakeholders.
• Responsible for overseeing the performance and quality of the outsourced services provided by third-party vendors and ensures that the vendor resources meet the service level agreements (SLAs) and key performance indicators (KPIs).
• Serves as the management escalation point to help resolve issues with service providers to solve either technical or business-related issues.
• Partner with Information Security and Risk to deliver and maintain operational capabilities of our vendor’s services which ensure security, audit and regulatory compliance requirements are met.
• Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
• Manage on-going communication and clarification of functional and non-functional requirements in a clear and comprehensive manner to project staff, and other technical stakeholders.
• Oversee the technical aspects of critical business applications to ensure they meet business requirements and adhere to corporate risk, compliance, and architectural standards.
• Serving as the primary point of contact during the delivery lifecycle to manage vision, project health/scope, facilitate feedback, discuss project status, and deliver reporting, as needed.
• Lead and mentor a team of Senior Leaders responsible for service delivery, application development, and MSP management.
• Foster a culture of collaboration, innovation, and continuous improvement within the service delivery organization.
• Responsible for the maintenance and testing of the Business Continuity Plans and Recovery Procedures for areas of responsibility. Ensures that issues identified through testing or audit results are appropriately addressed and mitigated.
• Adhere to Seacoast Bank’s Code of Conduct.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree (or equivalent years of experience).
• Minimum of 15 years of experience in IT, with at least 8 years in a leadership role.
• Strong leadership, organizational, communication, and problem-solving skills.
• Proven track record of success in overseeing service delivery for critical business applications within the banking or financial services industry, with specific experience in SaaS or Fintech environments.
• Expertise in SDLC, Agile, TOGAF, ITIL, PMO/ PMP, Integration Technologies (API, EDI, Web Services), Reporting and Advanced analytics
• Exposure to IT vendor relationship management, budgeting and managing commercial off the shelf software and SaaS implementations is highly desired.
• ITIL Certification desired
• PMP or Agile certification desired

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.

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