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Sr. Associate, IT Service Delivery Manager

Company: Santander Holdings USA
Location: Somerville
Posted on: May 15, 2022

Job Description:

Sr. Associate, IT Service Delivery ManagerDorchester, United States of AmericaWHAT YOU WILL BE DOINGThe Sr. Associate, IT Service Delivery Manager interfaces with application and business teams to understand the business requirements, justification, and priority of an initiative, works with IT teams to scope and estimate the request, and ensures funding alignments and review approvals to ensure IT delivery against the agreed plan and priority. S/he provides guidance on application design solutions as well as enforces the use of best practices and standards of ITSM.Responsibilities:

  • Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery.
  • Responsible for leading professionals/dept in the areas of service transformation, Service Management, metrics and reporting
  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
  • Accountable for building, publishing, and the utilization of the service catalog
  • Develop and drive implementation of the service management, Tools and Monitoring / Logging strategy and associated business processes across the IT organization.
  • Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
  • Develops and maintains strong working relationships with business and IT CIOs and management teams.
  • Engages appropriate IT teams to scope and estimate business requests and facilitate meetings amongst IT teams to ensure understanding and agreement.
  • Develop performance measures and consistently report metrics to IT Services Leadership team
  • Mentors and Guides Infrastructure teams on automation to increase process and system efficiency with the objective of reducing human intervention on any repetitive tasks.
  • Provides leadership and guidance for architecture design and development of highly resilient, dependable technology platforms Including compute, network, communications, storage, integration, and best practices regarding infrastructure
  • Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
  • Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization
  • Mentor service and process IT managers on ITSM concepts
  • Provide direction and goal setting on strategy and operations.
  • Provide tactical and strategic recommendations based on ITSM key performance measures.
  • Other related duties as assignedRequirements:Education:
    • Bachelor's Degree Computer Science/Software Engineering or equivalent field or equivalent work experience
    • 9-12 years Progressive IT project management and ITSM experience.
    • Advanced experience in infrastructure build, integration, and deployment.
    • Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
    • Knowledge of banking environments and service that support multiple business verticals in a fintech environment.
    • Advanced experience with version ITSM control tools (i.e., Git, Jara, SNOW).
    • Experience with configuring and deploying cloud based application delivery technologies, Firewalls, and Security Groups, and configuring and tuning operational telemetry dashboards.Skills:
      • In-depth knowledge of IT Service Management (ITIL) frameworks. Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and ITIL Foundation Certificate
      • Demonstrated experience in leading process improvement and organization change initiatives. Ability to manage and coordinate day-to-day service management operations and work closely with various stakeholders to ensure issues are addressed in timely fashion & in accordance to user expectations
      • Excellent presentation, time management, and collaborating skills
      • Strong leadership skills in driving engagement, adoption and change for processes and technology
      • Ability to work with people from a variety of different culturally diverse backgrounds
      • Expertise in developing operational processes and documentation for ITSM services
      • Strong ability to influence others and facilitate alignment of all stakeholders. Process minded, accountable, proactive, and agile
      • Ability to define problems, collect data, establish facts and draw valid conclusions
      • Strong analytical skills and effective interpersonal and communication skills to interact with a wide range of users with varying levels of technical proficiency
      • Ability to clearly communicate ideas through written reports, business correspondence, technical documentation and procedure manuals
      • Proven ability to positively manage work in a dynamic environment and to work autonomously as required
      • Excellent written and verbal communication skills, including the use of MS Office applications
      • Knowledge of methods and tools of product build in IT and various industriesDiversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.Employer Rights: Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.WHAT WE ARE LOOKING FOREXPERIENCEEDUCATIONBachelor of Science (BS)COMPETENCIES Bachelor of Science (BS) English

        Primary Location: Dorchester, Massachusetts, United States of America
        Other Locations: Massachusetts-Dorchester
        Organization: Santander Bank N.A.

Keywords: Santander Holdings USA, Somerville , Sr. Associate, IT Service Delivery Manager, IT / Software / Systems , Somerville, Massachusetts

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