Transition Leader, Service Management Transformation

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

The Service Management Transformation (SMT) Transition Leader will be responsible leading a team to drive organizational change management activities to ensure user readiness for change adoption across global technology and operations.  This role will manage the transition workstream within SMT strategic program which is chartered transitioning the organization to best in class service management capabilities.

This job is responsible for planning and coordinating the execution of large program deliverables which requires engagement across multiple organizations. Key responsibilities include communicating target outcomes, coordinating delivery, resource planning, providing visibility of program health, and managing program risks, compliance and financials. Job expectations include ensuring delivery meets the client’s expectations in terms of the target outcomes, timeline, and cost and facilitating sync points between business and technology leaders and Risk and Compliance partners.

Responsibilities:

• Manage stakeholder engagement, education, communication and marketing plans associated with the program

• Establish and manage a community of senior leader change champions throughout the organization

• Manage objectives and key results definition and measurement to show value delivery through data

• Lead organization-wide impact assessment to identify, track and report progress against impact mitigation activities

• Represent the voice of the customer to the product delivery teams to influence design

• Track and follow up with dependent work efforts being executed outside of the program

• Manage inbound and outbound escalations between the program teams and the change champion communities as necessary

• Provide GT Senior Leadership Team with visibility into change readiness leading up to significant transition events

• Coordinate go significant go-live and transition activities (e.g. ServiceNow cutover from Remedy)

• Leads and coordinates routines to support delivery of large programs, such as kick-offs, status reviews, stakeholder meetings, change controls, and tollgates

• Broadens relationships with business and technology leaders across multiple organizations, as well as Compliance and Risk

• Establishes target outcomes in partnership with stakeholders and leaders

• Tracks success metrics and provides status updates to stakeholders and leadership pertaining to the target outcomes, delivery, performance, risks, issues, and schedule

• Collaborates with sponsors and stakeholders to ensure that execution is aligned with deliverable requirements

• Manages program financials and supports resource planning

• Ensures adherence with Enterprise Change Management standards

Skills:

• Collaboration

• Project Management

• Result Orientation

• Solution Delivery Process

• Stakeholder Management

• Analytical Thinking

• Business Acumen

• Financial Management

• Influence

• Risk Management

• Agile Practices

• Architecture

• Data Management

• Solution Design

• Technical Strategy Development

Required Skills:

• 5+ years of proven ability to design and execute transition plans that guide the organization smoothly from current operating model through a transformation. This includes managing timelines, impact and risk assessments, and mitigation strategies to ensure a seamless transition for complex technology initiatives impacting multiple functions.

• A deep understanding of organizational change management principles and methodologies, along with a track record of successfully leading change initiatives within complex organization. This includes crafting change strategies, assessing readiness, and driving adoption against strategic business cases.

• 3+ years of proficiency in developing comprehensive marketing and communication strategies that articulate the vision, benefits, and impact of the operating model change to various internal and external stakeholders. Strong skills in crafting clear and compelling messages.

• High-level of experience in coordination/facilitation of large group settings which include an audience from different technical skills, functional responsibilities and different time-zones.

• Familiarity with design thinking principles, lean and agile delivery not limited to application of such with software development.

Desired Skills:

• High level of attention to detail, ability to self-start and adapt to a fast-paced environment with multiple deliverables.

• Proficiency with MS Office tools, including a deep knowledge of MS Excel features and the ability to generate and produce high quality reports, analysis, and presentations.

• Effective time management and organizational skills, including the ability to assess multiple competing demands and reprioritize accordingly.

• Apply intellectual curiosity and continual questioning to define root causes, timelines, responsible parties, and remediation plans.

• IT Service Management: Strong understanding of IT service management and (ITSM) frameworks, such as ITIL, and the ability to apply best practices in incident, problem, change, and service request management.

• At least 7 years of experience working in, or supporting, service management functions, including 5 years in functions utilizing ServiceNow

• Experience with the development, implementation and integration of IT Service Management (ITSM), IT Operations Management (ITOM), IT Security Operations (SecOps)

Minimum Education Requirement:

• Bachelor's Degree or equivalent work experience

Shift:

Hours Per Week: