Director, Systems Services and Support

3 weeks ago

Merrimack, United States Fidelity Investments Full time
Job Description:

The Enterprise Infrastructure and Operations (EI&O) Operations CoE is seeking a highly skilled and innovative Director with a strong background in IT Service Management to drive transformation. In this role, you will be influential on the team responsible for improving our Incident, Problem and Change Management teams' understanding of critical processes and dependencies, and our vendors' response to production impacting outages. Your expertise will be crucial in aligning our critical support teams and partners with our ITSM processes. This role requires a strategic mentality, exceptional process management skills, and the ability to drive continuous improvements across a diverse technological landscape.

The Expertise You Have and The Skills You Bring
  • Expertise in ITSM Processes, including Incident and Problem Management.
  • Demonstrated ability to lead within a team environment and across the organization.
  • Proven experience streamlining and optimizing existing processes.
  • Work with SMEs to develop playbooks and knowledge articles on new processes and technologies.
  • Review existing processes and documentation to identify inefficiencies and implement improvements.
  • Take ownership of process and playbooks you create or revise and drive the Major Incident Management team and others to adopt and adhere to these processes.
  • Create and administer training materials to educate support teams on emerging capabilities and changing processes.
  • Collaborate with subject matter experts to develop and deliver topical training across a variety of technological subjects.
  • Collaborate with Enterprise Vendor Managers to align vendor SLAs with incident management processes and improve response times.
  • Engage with vendors to elevate response efficiency during incidents and develop strategies to effectively persuade vendors to improve their engagement models.
  • Define support team and vendor performance metrics and analyze results to develop actionable insights to drive continuous improvement.
  • Conduct thorough research to stay updated with industry trends and standard processes in vendor management.
  • Strong negotiation, communication, and leadership skills to effectively collaborate with internal teams and vendors.
  • Experience with vendor management processes and standard methods.
  • Ability to effectively collaborate with subject matter experts such as architects, engineers, developers, project managers, and scrum masters.
  • A solid understanding of technical concepts and the ability to translate them into information consumable by various audiences.
  • Proactive mentality with the ability to prioritize and manage multiple projects in a fast-paced environment.
  • Strong collaboration skills with the ability to motivate and inspire a team to achieve high-quality results.


Certifications:

Category:

Information Technology

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

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