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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