Job Description
Job Description
Purpose of Position:
The Information Technology (IT) Service Delivery Manager will manage key IT initiatives in addition to managing IT budget, and service level metrics.
Essential Job Functions:
- Manage end-to-end service delivery operations to ensure they are executed effectively and efficiently.
- Regularly communicate with business stakeholders to understand their needs, keep them informed on progress, and address any concerns or issues.
- Oversee the service delivery budget, ensuring projects and services are delivered within financial constraints.
- Define and track key performance indicators (KPIs) and service level agreements (SLAs) to monitor service quality.
- Serve as an escalation point for service-related problems and work with internal teams to resolve them in a timely and effective manner
- Oversee non-enterprise projects from start to finish, tracking progress, managing resources, and resolving any problems in accordance with enterprise defined PMO framework.
- Provide support to IT technical staff for small project initiatives to ensure appropriate artifact management is created and retained.
- Attend key project meetings (where necessary) to better understand project status and take meeting minutes.
- Collect, analyze, and summarize project information and trends as needed create project status reports.
- Assist with the planning of initiatives as part of the bank’s annual budget and prioritization process.
- Other duties as needed or assigned by Manager.
Knowledge, Skills and Experience Requirements:
- Bachelor’s degree or equivalent experience
- Minimum eight (8) years managing IT projects preferably withing financial serves
- Thorough understanding of project management methodologies, processes, and deliverables
- Thorough understanding of the software development lifecycle (SDLC)
- Excellent written and verbal communication skills
- Excellent planning skills with attention to detail
- ITIL certification preferred.
- Experience with emerging technologies such as cloud migration and AI is a plus.
- Proficient with the MS Office suite of tools (Excel, PowerPoint, Word)