Lead, Service Management

Lead, Service Management (Finance)

Lead - Service Manager (9P). Are you interested in building capabilities that enable the organization with innovation, speed, agility, scalability, and efficiency? The Global Technology team takes pride in a culture where digital transformation is built into our DNA. When you join Prudential, you will have an impactful career while growing your skills and advancing your profession at a leading financial services institution.

Looking for a dynamic and hands-on Lead Software Engineer with a strong focus on automation to join our team. This role will be at the forefront of enhancing the service delivery experience, optimizing operational efficiency, and developing an automation framework to proactively and reactively resolve issues. You will work closely with cross-functional teams to implement and manage automation solutions that streamline processes, reduce manual intervention, and improve service quality within the Document, Cloud and Development solutions organization. You will serve as a central point of coordination, enabling teams to deliver high-impact solutions while maintaining a focus on service innovation and operational excellence.

• Assess automation opportunities: Analyze workflows, service data, and pain points to identify high-impact areas for automation, differentiating between proactive root cause changes and reactive automation.
• Design and develop a framework for automation across the solution.
• Deliver hands-on automation to solve top issues for Level 1 support of the solution.
• Optimize business processes: Reengineer workflows, reduce manual effort, and improve efficiency.
• Monitor performance and ROI: Track automation metrics, reduction in issues raised, and cost savings to measure success and refine strategies.
• Engage with cross-functional teams: Partner with operations and business units to align automation initiatives with organizational goals.
• Ensure governance and compliance: Establish standards, documentation, and controls to maintain secure and reliable automation practices.
• Mentor and enable others: Train team members and business users on automation tools, fostering a culture of innovation and self-service.
• Stay ahead of the curve: Research emerging technologies, trends, and best practices to evolve the automation strategy.
• Drive transformation: Champion automation as a strategic lever for digital transformation, operational excellence, and customer satisfaction.

• Programming & Development: Proficient in Java, Python, Spring, or JavaScript.
• Automation & Infrastructure as Code: Hands-on experience with Terraform, CloudFormation, and DevOps tools like Jenkins, GitHub, Bitbucket.
• Knowledge of AWS Cloud Platforms
• Containerization & Serverless
• Understanding Event-Driven Architecture (e.g., Kafka/Kinesis)
• Document Management Technology: Experienced in enterprise-grade systems that support intake, storage, retrieval, and production of documents across business functions.
• Observability & Monitoring: Strong grasp of metrics, logs, and tracing.
• API & Microservices: REST, JSON, and microservices architecture.
• Security: Understanding of authentication, authorization, encryption, and secure traffic flows.
• Decision-Making & Critical Thinking: Skilled in analyzing complex issues and driving informed, strategic decisions.
• Analytical Thinking: Ability to uncover root causes and develop scalable, data-driven solutions.
• Effective Communication: Strong verbal and written communication skills across technical and non-technical audiences.
• Vendor & Team Oversight: Experience leading technical teams and coordinating with external service providers/vendors.
• Agile Delivery: Strong understanding and application of Agile methodologies in service and software delivery.
• Process Optimization: Ability to identify inefficiencies and lead automation initiatives to improve service delivery.

Join a team and culture where your voice matters; your work transforms experiences to improve lives. We support learning experiences that grow your technical and leadership capabilities.

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What we offer you:

Prudential is required to include the salary range for this role in applicable locations. The salary range is $118,700.00 to $176,600.00, with placement depending on location, experience, and skills.

• Market competitive base salaries, with yearly bonus potential
• Medical, dental, vision, life insurance, disability insurance, PTO, and leave of absence options
• 401(k) plan with company match (up to 4%)
• Company-funded pension plan
• Wellness Programs including up to $1,600 annually for wellbeing purchases
• Work/Life Resources for parenting, housing, senior care, finances, education, and more
• Education Benefit to finance traditional college enrollment and approved certificates
• Employee Stock Purchase Plan with shares purchsased at 85% of the lower price after one year of service

Eligibility for discretionary incentive programs is subject to program rules and performance. For more on Total Rewards, visit Work Life Balance | Prudential Careers. Some benefits may not apply to part-time employees.

Prudential Financial, Inc. is not affiliated with Prudential plc. Equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, age, veteran status, or any other protected characteristic.

If you need an accommodation to complete the application process, please email accommodations.hw@prudential.com.

If you experience a technical issue with your application or assessment, please email careers.technicalsupport@prudential.com for assistance.