girl looking into her desktop
Back to search results

Service Delivery Manager - Core Technology Infrastructure

Jacksonville, Florida;

Job Description:

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

This is a great opportunity to advance your career and develop key capabilities as a Sr. Technology Manager on the Network Services – IP Services Team within the TIS organization. The IP Services team has an immediate need for a Services Manager, defining and prioritizing the IP Services products roadmap, owning the services requirements and services collateral, and working with customers and engineering teams daily. The Service Manager helps strengthen the link between developers of new services and components, and consumers by formally championing needs during various stages of product development and integration. This position is critical in developing and implementing business strategies by managing initiatives from idea creation through deployment and maintaining a thorough knowledge of systems and operations processes for IP Services infrastructures.

Role Summary

This role drives execution of key strategic initiatives and will support IP Services infrastructure business controls. This is a trusted advisor role for IP Services customers, key LOB stakeholders and engineering teams on a daily basis to ensure that we’re building the right services offerings. The role is accountable for analyzing present-state of Traffic Management and DNS-DHCP-IPAM (DDI) based services, developing alternative future-state automation approaches and facilitating service request management. Functions that are managed include financial oversight and integration, service quality, SLAs, service process improvements via automation and stakeholder communication. You will link together analytics, technology landscape intelligence, Business Intelligence insights to design a client centric proposition in services messaging and SLA delivery.

Other aspects of the role include identifying customers and key stakeholders needs and requirements, designing and validating concepts, developing business cases, managing service stakeholder collaborations and relationships, partnering with technology teams to analyze and write Business and Functional Requirements documentation, managing services financials, and ensuring SLA adherence.

Responsibilities:

This role is responsible for defining and leading the IP Services team function for SLAs and operational delivery of significant business outcomes. Key responsibilities of the role include Services Catalog development and managing service features and technologies that improve customer experience and operational efficiencies. This also include engaging Subject Matter Experts and being accountable for end-to-end services design and delivery. Other key responsibilities include:

  • Effective simultaneous oversight and management of multiple projects/tasks
  • Authoring, reviewing, and editing service requirements for development teams to execute in JIRA and Confluence
  • Conducting demos for customers/stakeholders on a sprint by sprint basis to maintain constant feedback loop
  • Presenting technical aspects of the product and roadmap to customers/stakeholders in regular forums/advisory boards
  • Validating key service feature decisions and capabilities with the customer/stakeholder community
  • Maintaining the service roadmap
  • Answering service questions from customers/stakeholders
  • Approving designs to ensure stakeholder/business requirements can be met with proposals
  • Ensuring service standards are being maintained including SLAs, etc
  • Participating in evaluation efforts on new vendor products along with the development leads
  • Engaging key stakeholders on new needs for projects/enhancements.

Required Skills:

  • 10+ years industry experience inclusive of 5+ years Product Management experience
  • Strong internal and/or industry experience leading organizational and technology change deployments
  • Demonstrated strong business centric mindset
  • Working understanding of Network Infrastructure, IP addressing, IP traffic management Load Balancers, DNS/DHCP, Security, HTTP(S), and Network Monitoring tools
  • Experience with engaging vendors, including demonstrated success in technical evaluations and managing vendor product delivery
  • Strong collaboration, partnership and relationship management skills
  • Ability to work across functions and organizational lines/levels
  • Strategic, logical, and creative thinker with an ability to translate strategy into effective presentations
  • Strong and proven ability to deliver results through influence and leadership rather than formal authority
  • Proven ability to create business cases and developing support from C-level executives and business partners
  • Experience in strategic technology planning and policy development
  • Customer-centric mindset and passionate about driving improvements to customer experience
  • Results oriented mindset with the drive to deliver exceptional services
  • Excellent proficiency using Microsoft Office products such as Word, Excel, PowerPoint, Project and in Visio
  • Proven experience with managing a medium/large projects, varying levels of stakeholders and ability to communicate effectively and influence decisions
  • Excellent oral and written communication skills, including the ability to explain technical concepts to business leaders, and business concepts to technologists
  • Bachelor’s degree or equivalent with Business and/or technology concentration.

Desired Skills:

  • Proven financial management skills with operational budget planning
  • Master’s degree or equivalent with Business and/or technology concentration
  • Ability to combine and organize information into meaningful patterns, identify underlying relationships, causes and effects; and combines pieces of information to form conclusions or general rules
  • Ability to see and explain how to exploit automation technology to improve customer experience and engagements
  • Ability to develop initiatives and drive cultural and behavioral change across the organization and all levels of the business
  • Analytical mindset
  • Strategic thinker
  • Must have strong organizational skills and be able to handle multiple tasks.

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

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

This is a great opportunity to advance your career and develop key capabilities as a Sr. Technology Manager on the Network Services – IP Services Team within the TIS organization. The IP Services team has an immediate need for a Services Manager, defining and prioritizing the IP Services products roadmap, owning the services requirements and services collateral, and working with customers and engineering teams daily. The Service Manager helps strengthen the link between developers of new services and components, and consumers by formally championing needs during various stages of product development and integration. This position is critical in developing and implementing business strategies by managing initiatives from idea creation through deployment and maintaining a thorough knowledge of systems and operations processes for IP Services infrastructures.

Role Summary

This role drives execution of key strategic initiatives and will support IP Services infrastructure business controls. This is a trusted advisor role for IP Services customers, key LOB stakeholders and engineering teams on a daily basis to ensure that we’re building the right services offerings. The role is accountable for analyzing present-state of Traffic Management and DNS-DHCP-IPAM (DDI) based services, developing alternative future-state automation approaches and facilitating service request management. Functions that are managed include financial oversight and integration, service quality, SLAs, service process improvements via automation and stakeholder communication. You will link together analytics, technology landscape intelligence, Business Intelligence insights to design a client centric proposition in services messaging and SLA delivery.

Other aspects of the role include identifying customers and key stakeholders needs and requirements, designing and validating concepts, developing business cases, managing service stakeholder collaborations and relationships, partnering with technology teams to analyze and write Business and Functional Requirements documentation, managing services financials, and ensuring SLA adherence.

Responsibilities:

This role is responsible for defining and leading the IP Services team function for SLAs and operational delivery of significant business outcomes. Key responsibilities of the role include Services Catalog development and managing service features and technologies that improve customer experience and operational efficiencies. This also include engaging Subject Matter Experts and being accountable for end-to-end services design and delivery. Other key responsibilities include:

  • Effective simultaneous oversight and management of multiple projects/tasks
  • Authoring, reviewing, and editing service requirements for development teams to execute in JIRA and Confluence
  • Conducting demos for customers/stakeholders on a sprint by sprint basis to maintain constant feedback loop
  • Presenting technical aspects of the product and roadmap to customers/stakeholders in regular forums/advisory boards
  • Validating key service feature decisions and capabilities with the customer/stakeholder community
  • Maintaining the service roadmap
  • Answering service questions from customers/stakeholders
  • Approving designs to ensure stakeholder/business requirements can be met with proposals
  • Ensuring service standards are being maintained including SLAs, etc
  • Participating in evaluation efforts on new vendor products along with the development leads
  • Engaging key stakeholders on new needs for projects/enhancements.

Required Skills:

  • 10+ years industry experience inclusive of 5+ years Product Management experience
  • Strong internal and/or industry experience leading organizational and technology change deployments
  • Demonstrated strong business centric mindset
  • Working understanding of Network Infrastructure, IP addressing, IP traffic management Load Balancers, DNS/DHCP, Security, HTTP(S), and Network Monitoring tools
  • Experience with engaging vendors, including demonstrated success in technical evaluations and managing vendor product delivery
  • Strong collaboration, partnership and relationship management skills
  • Ability to work across functions and organizational lines/levels
  • Strategic, logical, and creative thinker with an ability to translate strategy into effective presentations
  • Strong and proven ability to deliver results through influence and leadership rather than formal authority
  • Proven ability to create business cases and developing support from C-level executives and business partners
  • Experience in strategic technology planning and policy development
  • Customer-centric mindset and passionate about driving improvements to customer experience
  • Results oriented mindset with the drive to deliver exceptional services
  • Excellent proficiency using Microsoft Office products such as Word, Excel, PowerPoint, Project and in Visio
  • Proven experience with managing a medium/large projects, varying levels of stakeholders and ability to communicate effectively and influence decisions
  • Excellent oral and written communication skills, including the ability to explain technical concepts to business leaders, and business concepts to technologists
  • Bachelor’s degree or equivalent with Business and/or technology concentration.

Desired Skills:

  • Proven financial management skills with operational budget planning
  • Master’s degree or equivalent with Business and/or technology concentration
  • Ability to combine and organize information into meaningful patterns, identify underlying relationships, causes and effects; and combines pieces of information to form conclusions or general rules
  • Ability to see and explain how to exploit automation technology to improve customer experience and engagements
  • Ability to develop initiatives and drive cultural and behavioral change across the organization and all levels of the business
  • Analytical mindset
  • Strategic thinker
  • Must have strong organizational skills and be able to handle multiple tasks.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21074116

Band: H4

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Angela Kathmann

Referral Bonus:

0