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IT Service Delivery Leader

Middletown, CT 06457, USA Req #1580

Tuesday, July 16, 2024

At Liberty, we are proud to integrate our Diversity, Equity, and Inclusion (DE&I) throughout all functions and areas of the Bank to maximize our impact and exceed goals. We believe deepening our DE&I strategies in the workplace and communities we serve creates a much better place to work for our teammates and a safe place where our customers are connected and supported. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.

SUMMARY OF THE JOB :

Reporting to the CTO, the IT Service Delivery Leader is directly responsible for conducting and overseeing technical implementation projects and process improvement projects to support outstanding service delivery. This position will oversee the delivery of a high-quality service to end-users, ensuring service levels and processes meet Liberty Bank’s needs.

ESSENTIAL FUNCTIONS:

Service Management:

• Responsible for the oversight and management of the ServiceNow application and staff. Scope includes all ITIL processes, Asset Management, Access Management & Business processes supported by the platform.

• Demonstrated ability with ServiceNow incident, change, problem, request, CMDB and knowledge management applications. Assist in building and maintaining internal technical documentation, manuals, policies, and processes.

• Take ownership of critical incidents and processes to ensure coordination of resolving parties, effective and timely communication to stakeholders, and post-incident review.

• Manage the incident, request, and escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required.

• Provide workload management for the team to ensure that inbound work is distributed to enable efficient response / action and work is distributed equitably across the team.

• Manage the operational process of incoming calls to the Service Desk via phone, self-service and email ensuring courteous, prompt and effective resolution of issues/requests. Monitor, control, and support service delivery ensuring systems, methodologies, and procedures are in place and followed. Identify and implement efficiencies to reduce the number of issues / calls.

• Communicate new IT services, maintenance activities, and service outages to all affected parties in a timely manner.

• Ensure customer satisfaction by maintaining constant communication on open service items.

• Lead, manage, and train Level 1/2 support staff on technical problem solving and standard processes. Implement and maintain proper knowledge base documentation.

• Identify training gaps and assist in building educational opportunities to correct gaps.

• Develop and manage an on-call rotation for support services even after hours.

• Provide regular and accurate management reporting on IT Service performance, and accountable for the quality of service and performance.

  Strategy & Planning:

• Establish and monitor service level agreements in consultation with technology and department managers to ensure problem resolution expectations and timeframes are achieved.

• Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and develop/deliver solutions to enhance the quality of service and prevent future problems.

• In addition, the IT Service Delivery Leader identifies and pursues service improvement initiatives; manages complaints, suggestions, and compliments; and serves as the face of IT to Liberty employees.

• The IT Service Delivery Leader monitors and reports on IT support metrics including SLA’s and resolution rates, issue trends, and employs technology or process strategies where possible.

• Provides retrospective and predictive reporting to inform operational, resource, and budget planning activities.

  Staff Management, Performance & Quality:

• Responsible to manage, mentor and guide service desk staff who are responsible for frontline and second level support of the bank-wide IT systems, including hardware and software support, field/branch support, application, conferencing support.

• Effectively manage staff including recruitment, mentoring, coaching, target setting, and performance assessments.

• Manage relationships with third-party service providers responsible for developing and maintaining ServiceNow applications.

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve IT services.

• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

  MINIMUM REQUIREMENTS:

• Proven leadership with 3 – 5 years’ experience leading Level 1/2 Service Desk team.

• At least 2-5 years ServiceNow ITSM experience, including knowledge of capabilities, applications, and operations.

• Experienced working as a product owner within the Agile/Scrum project framework.

• Continuous improvement approaches

• ITIL certified.

• Degree in Computer Science, Engineering, Information Systems or equivalent field required.

• Banking industry experience a plus

  PHYSICAL REQUIREMENTS:

• General Office Equipment

• Keyboard Dexterity

• Prolonged Sitting

  COMPLIANCE:

  Acts affirmatively in all activities under his/her control in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank’s goals and objectives. The Bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin, or veteran status.

  Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

*LI Hybrid

Other details

• Job Family Technology

• Job Function Manager

• Pay Type Salary

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• Middletown, CT 06457, USA