Director of Service Quality

Position Title: Director of Service Quality

Business Unit: Technology

Reports to: Chief Information Officer

Position Overview:

The Director of Service Quality oversees several key functions within IT that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you to establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.  The key functions are Problem, Change, Endpoint and IT Asset Management as well as IT Service Level Agreements.

Primary Responsibilities:

Maintain high performing service support functions including IT Help Desk, Endpoint Management, Network Operations Center, Change Management and Service Monitoring.

Owner of the IT Problem, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.  Additionally, will take ownership of major IT incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.

Drive internal and third-party service review meetings covering performance, service improvements, quality and processes. Ensures services provided by third party providers are performed within stated financial parameters. Ensures solid and focused execution of resources of vendors and third-party providers which are used to augment team resources.

Champion Service and Support in projects and developing a strong understanding of projects impacting the IT service area and ensuring service impact is minimized and agreed. Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

Develops and maintains SLAs for our business application portfolio. Ensures daily activities area are aligned with SLAs such as achieving daily processing goals, ensuring appropriate security, backup and recovery expectations and system performance and ensuring timely installation of current technology product releases.

Actively participates in the development of the annual financial operating plan for the IT organization and prepares monthly commentary regarding financial performance for their team (operating expense and capital investment) as well as full year forecasts.

Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines.  Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

BA or BS

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

10

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent communication skills, both written and verbal

Excellent customer service skills

Excellent management skills

Excellent project management skills

Excellent organizational, analytical and interpersonal skills

Detail-oriented

Ability to work and multi-task in a fast paced environment

Ability to use a personal computer and job-related software

MS or MBA preferred

Experience with IT time and resource tracking software

Significant knowledge of Information System life cycle

Ability to operate in a 7x24 environment as business circumstances dictate

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

PMI Certification preferred

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.