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Service Delivery Manager

4 months ago

Santa Ana, United States Orange County's Credit Union Full time

**Great Opportunity at Orange County's Credit Union**

**CREDIT UNION’S PURPOSE**: Simple Banking. For People, Not Profit.

**CREDIT UNION’S CORE VALUES**: Integrity, Service Excellence, Growth & Development, High Performance, Mutual Respect, Community, and Fun

**Workplace Excellence.** Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace As a leading financial service provider with over 80 years of experience serving 123,000+ members, Orange County's Credit Union is currently $2+ billion in assets & growing.

**Generous benefits including**:

- Anthem Vivity HMO & Delta Care USA Dental - Orange County's Credit Union (OCCU) covers 100% of the associates' monthly premium
- Life insurance at no cost to employee.
- 401(k) - OCCU automatically contributes 3% of the employee’s earnings PLUS matches up to 5% of the employee’s contribution (dollar for dollar)
- Vacation hours - 18 days per year and rolls over year to year, and increases with tenure
- Sick hours - 7 days per year and rolls over year to year
- Paid Holidays - 12 days per year plus 3 partial days
- Annual performance merit increases
- Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities
- Annual discretionary bonus
- Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.

***:
Primary function of the position is to provide oversight, tactical leadership and performance reporting for the Service Desk, field tech services and Service Management, ensuring alignment between strategic goals and solution design, resource allocation, and technical roadmap. This position is also responsible for defining and improving incident, service request and problem management processes within the IT department and forecasting, scoping and tracking service levels and deliverable timelines. Collaborates directly with leaders across the organization to identify, recommend and implement technology solutions.

**Essential Functions**:
Solution design and implementation
- Define and implement Service request, Incident and problem management processes.
- Build asset management practice including streamlined and automated onboarding and off boarding procedures
- Working with technical staff to support various infrastructure components and workflows in support of business processes and projects
- Participation in various project teams, overseeing technical staff resource allocations and scheduling
- Working with Business Unit Leaders to ensure business - technology alignment

Technology evaluation and roadmap development
- Ensure Standard Operating Procedures and Knowledge base documentation are reviewed, stored and up to date.
- Understanding the broader technical landscape and organizational strategies
- Develop and recommend technical roadmap goals, timelines and assessing feasibility in line with strategic vision and goals
- Partner with key vendors to support existing and new services and products

Technical expertise
- Expert in user support (service desk) leadership function.
- Provide sound and effective recommendations as potential solutions and when conducting vendor evaluations
- Serving on tactical solution design teams, developing possible technical strategies and corresponding evaluations

Managing
- Aligning internal procedures and processes to established policies and directives from senior management and governance committees
- Overseeing and maintaining communications practices that both inform and report on the efforts of the technology team
- Selects, develops, motivates and coaches associates to achieve credit union and department goals and objectives; includes cross training of associates.
- Manage, develop and oversees a team of service desk, field tech representatives and analysts.
- Engages in consultative partnerships with internal associates at all levels to provide feedback to technology team and project management team on technology opportunities
- Design, develop and implement career path and development programs to attract and retain qualified associates.

**OTHER DUTIES**:
The preceding functions have been provided as examples of the types of work performed by associates assigned to this job classification. Credit Union Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified associates can perform the essential functions of the job.
- ** Ability to commute to Orange County’s credit Union member facing teams as needed**
- Performs other work-related duties as assigned.
- May be a disaster recovery team member or take directives from a disaster team recovery member.
- Ability to lead a Network Operation Center (NOC) if needed

**QUALIFICATIONS**