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Service Delivery Manager - Core Technology Infrastructure

Richmond, Virginia

Job Description:

    The Service Delivery Manager will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The Service Delivery Manager may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of inventory. The main tasks of a Service Delivery Manager, however, include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

    Required Skills:

    • Highly Analytical 

    • Good interpersonal skills

    • Ability to adapt to changing patterns quickly

    • Excellent project and program management skills

    • Experience in Issue resolution

    • Experience in Service onboarding and requirements gathering

    • Excellent Written, Presentation and Communication Skills

    • Ability to manage and influence across teams

    • ITIL Knowledge

    Desired Skills:

    • Project Management Professional (PMP) certification

    Core Technology Infrastructure Organization:

    • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

    • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

    • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

    • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

    • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

    • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

    Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

    Job Band:

    H5

    Shift: 

    1st shift (United States of America)

    Hours Per Week:

    40

    Weekly Schedule:

    Referral Bonus Amount:

    0

    Job Description:

      The Service Delivery Manager will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The Service Delivery Manager may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of inventory. The main tasks of a Service Delivery Manager, however, include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

      Required Skills:

      • Highly Analytical 

      • Good interpersonal skills

      • Ability to adapt to changing patterns quickly

      • Excellent project and program management skills

      • Experience in Issue resolution

      • Experience in Service onboarding and requirements gathering

      • Excellent Written, Presentation and Communication Skills

      • Ability to manage and influence across teams

      • ITIL Knowledge

      Desired Skills:

      • Project Management Professional (PMP) certification

      Core Technology Infrastructure Organization:

      • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world

      • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully

      • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.

      • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.

      • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.

      • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

      Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

      Shift:

      1st shift (United States of America)

      Hours Per Week: 

      40

      Learn more about this role

      Full time

      JR-21040822

      Band: H5

      Manages People: No

      Travel: No

      Manager:

      Talent Acquisition Contact:

      Kathryn Dixon

      Referral Bonus:

      0

      Street Address

      Primary Location:
      8001 VILLA PARK DR, VA, Richmond, 23228