IT Services Manager

5 days ago

Seal Beach, United States Farmers and Merchants Bank of Long Beach Full time
Job Summary

The IT Services Manager (ITSM) reports directly to the Director of Information Technology Governance.

In the role, the ITSM is responsible for IT Asset Management (ITAM) and serves as the primary point of accountability for the life-cycle management of information technology assets throughout the Bank. ITAM supports the development and maintenance of policies, standards, processes, systems, and metrics that enable the Bank to best manage the IT Asset Portfolio with respect to risk, cost control, governance, compliance, and business performance objectives.

The ITSM is responsible for developing, documenting, managing, and auditing the near-term and long-term strategic plans for software, hardware and all associated bank technologies to ensure compliance with IT architectural standards, vendor contracts, and supporting internal SLAs.

The ITSM is also responsible for the overall implementation, on-going monitoring and continual improvement of the Bank's ITIL Service Strategy. The Bank's ITIL service strategy brings together components of ITAM, Service Operations, Service Delivery and Continuous Service Improvement to improve the overall effectiveness and efficiency of IT Services.

ITSM will oversee and assist in the formation of all service management policies and procedures that optimize the Bank's IT service delivery. ITSM will collaborate with all ITS Departments to ensure proper delivery of all Bank IT services in an effective and efficient manner.

The ITSM will be primarily responsible for supporting the implementation of a fully integrated IT Service Management System and will serve as a subject matter expert for configuration, implementation, and on-going use of the new system.

The ITSM is responsible for leading the Bank's IT risk program which includes risk assessment and reporting, business impact analysis (BIA) and business continuity planning (BCP), testing, response, and recovery.

Essential Duties - IT Asset Management (ITAM)
  • Maintain the Bank's IT assets and application portfolio to inventory vendors, hardware, software, and installed versions. Using the asset inventory, manage technology risk, control costs, monitor governance, compliance, and performance objectives. Responsible for implementation and ongoing monitoring of tracking methods and tools.
  • Plan and implement an automated IT asset life cycle strategy.
  • Serve as a subject matter expert to oversee and manage the implementation of an Integrated Asset and Configuration Management Database (CMDB).
  • Manage the acquisition, deployment, utilization, tracking, security and final disposition of IT assets.
  • Identify redundancy, overlap, economies of scale, preferred sourcing methods, etc. that support cost reduction strategies and opportunities.
  • Establish and maintain consistent processes and procedures for the effective administration, review and procurement of IT assets.
  • Develop Key Performance Indicators (KPIs) and provide periodic reporting (monthly, quarterly, annually) to management.
  • Develop reports to aid in budgeting and forecasting hardware and software purchases/renewals.
  • Ensures that the CMDB reflects the real-time state of the IT infrastructure and can be used as the definitive IT baseline "source of truth".
  • Updates the CMDB when an IT Service is implemented or changed.
  • Continually reviews the IT Asset Management process for efficiency and effectiveness.
  • Fulfill hardware procurement ticket requests from internal customers through the use of various asset tracking and purchasing tools.
  • Serve as the initial point of contact for managing vendor relationships; including hardware, software, wireless, connectivity, logistics and service providers.
  • Build strong working relationships with ITS, Bank Security, Finance & Accounting, and other relevant business units/departments.
  • Responsible for ITS and Bank Security audit support for applicable state and federal regulators, financial auditors and internal auditors. Responsible for ensuring compliance with all federal and state regulations.
  • Collaborate with key stakeholders to complete annual software and hardware true-up and support renewals in a timely manner.
Essential Duties - IT Services Management (ITSM)
  • Serve as lead in ITSM projects such as implementing ITSM systems, providing guidance and advice involving ITSM processes, including assessment, design, implementation and improvement of those processes.
  • Oversees quality measurement reporting and related ITSM continual improvement activities. Ensure that each implemented ITSM process develops and reports on Critical Success Factors, KPIs, and Activity Metrics.
  • Coordinates work with any third party vendors related to ITSM initiatives.
  • Coordinates ongoing meetings between Process Owners and Process Managers to facilitate changes, resolve conflicts and other issues related to the implementation of or changes to processes across functional departments.
  • Contributes to and/or coordinate the development of ITSM deliverables such as current state assessment reports, future state designs, requirements documents, IT process flows, operational procedures, training plans, etc.
  • Stay abreast of new trends and technologies pertaining to ITSM best practices.
  • Perform all of the responsibilities above and all other duties as assigned.
Essential Duties - IT Services Risk Management (ITSRM)
  • Manage the technology risk assessment process to include IT privacy, security, and operational risk assessments and reporting
  • Manage BIA/BCP/IT Disaster Recovery (ITDR) risk management process and reporting
  • Identify and manage resilience continuous improvement activities
  • Oversee the generation, maintenance, control and reporting of documentation resulting from BCP risk management, planning, testing and response, including BCP/DR policies, process, procedures, test plans, BCP/DR plans, test results and any remediation action items
Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. Acts as the control point for the office to ensure that all CIP, BSA, OFAC requirements, procedures and time frames are met.

Required Knowledge
  • Proven leadership experience and experience working with/managing business and technology groups.
  • Deep understanding of IT Asset and Configuration Management best practices and tools.
  • Experience in the management of IT Hardware and Software, including licensing and support. Deep working knowledge of licensing terminology and software licensing rights. Creative problem solving to ensure supplier agreements adequately convey and protect the operations, financial and technical vision and requests of leadership accurately.
  • Experience planning, scheduling, communicating, coordinating resources, and managing day to day tasks to develop and maintain Asset Management functions including the deployment of a CMDB - both run-operate and continuous measurement and improvement.
  • Understands the concept of a Configuration Item and Asset reconciliation and has experience utilizing tools and methods to perform this activity both manually as well as via automated means. Able to articulate strategies around the best methods for implementing such audits.
  • Experience performing Service lifecycle process improvements and is able to produce new processes and procedures as requires, as well as lead the rollout and execution of those processes.
  • Understanding of the impact of the organization's goals and objectives on business users and application requirements
  • Excellent analytical and creative problem-solving skills.
  • Solid understanding of IT industry best practices and standards, including but not limited to; e.g. ITIL, data center operations, service desk, and asset management
  • Proficiency with technology risk assessments and business impact analysis. Experience with BCP/DR planning, testing, compliance and other standards.
  • Understand key infrastructure technologies and associated license models and methodologies.
Basic Knowledge, Skills and Abilities
  • Ability to manage vendor relationships and SLAs in accordance with the terms of agreements/contracts
  • Strong customer service and people skills
  • Experience working individually and in a team-oriented, collaborative environment
  • Excellent listening, interpersonal, written, and oral communication skills
  • Highly self-motivated and directed
  • Excellent analytical and organization skills
  • Demonstrated ability to define and manage processes
  • Strong attention to detail
  • Ability to effectively prioritize and execute tasks while under pressure
Officer Title Eligibility

For qualified positions, the Bank may designate an Officer Title to an employee who seeks and/or meets defined competencies for an eligible position. This position qualifies for the officer title(s) Assistant Vice President, Vice President, First Vice President.

Equipment Operated
  • Desktop Computers
  • Proficient with various software and systems, such as Windows OS, networking, Office suite, etc.
  • Standard Office Equipment (copiers, fax machines, telephones)
Physical Requirements & Work Environment
  • Requires sitting for prolong periods of time
  • Requires lifting up to 25 lbs.
  • Office setting w/controlled temperature
  • Ability to work periodic evenings, weekends and/or holidays to meet project deadlines
  • Ability to travel for the purpose of offsite training, project implementation and branch visits
Education and Experience
  • Bachelor's degree or higher in business, finance or computer science or equivalent experience in IT related field.
  • Must have held a previous role working in a configuration management, software configuration management, CMDB administrator or IT asset management position with demonstrated experience in successfully implementing strategic asset and configuration management processes. This includes specific knowledge and experience with working with a CMDB and defining Business Services that it supports.
  • Minimum 5 years of direct experience managing complex IT contracts and relationships (vendor and internal business partners) across all IT asset classes (hardware, software, cloud-based solutions)
  • Information Technology Infrastructure Library (ITIL) certification or equivalent practical experience (ITIL Foundation, V2 or V3, ITIL Service Transition, ITIL Service & Support, ITIL Configuration Management, ITIL Change & Release Management, ITIL Problem Management, ITIL Service Level Management).


As a part of the Bank's internal control systems, employees holding sensitive positions are required to be absent from their duties for a minimum of two consecutive weeks each year. This position has been deemed to meet the test for a sensitive position, and therefore you will be required to meet the minimum absence requirement each and every year.

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.

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