IT Service Delivery Manager - Tech Ops & Finance

SUMMARY:

The IT Service Delivery Manager is responsible for the end-to-end delivery of IT services that enable business outcomes. This role leads Service Desk operations and drives excellence across incident, request, problem, and knowledge management; governs vendor performance; ensures adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); and partners with IT and business leaders to continuously improve user experience, reliability, and compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Owns day-to-day IT service delivery including Service Desk, incident management, request fulfillment, and escalations.

Ensures SLAs/KPIs are defined, measured, and achieved; publish weekly and monthly service performance reports for leadership.

Leads Major Incident Management, driving rapid service restoration and clear, timely stakeholder communications.

Establishes and matures ITIL-aligned processes; document and socialize standard operating procedures (SOPs).

Plans and manages staffing models and schedules to align coverage with demand (including after-hours/weekend support).

Partners with infrastructure, security, and application teams to expedite ticket resolution and remove systemic friction.

Oversees vendor/partner performance, contract adherence, and service credits; escalate chronic issues and negotiate improvements.

Drives continuous improvement through trend analysis, retrospectives, and implementation of preventive actions.

Maintains a high-quality, current knowledge base and ensure documentation is used to accelerate resolution and enable self-service.

Coaches, mentors, and conducts performance management for Service Desk and service delivery personnel; recognize high performers and address gaps.

Promotes a customer-first culture that is stable under pressure, responsive to emergencies, and effective in communication.

Owns the Problem Management process and governance, aligned to ITIL best practices.

Identifies, logs, and prioritizes problems using incident trend data, severity, and business impact.

Leads Root Cause Analysis (RCA); ensure corrective and preventive actions are owned, tracked, and validated for effectiveness.

Maintains the Known Error Database (KEDB) and ensure knowledge articles are linked to problems and incidents.

Reports problem trends, RCAs, and remediation status to leadership with actionable insights.

Owns the Knowledge Management process, ensuring consistent creation, peer review, and publication of technical and procedural content.

Establishes lifecycle governance for knowledge articles (creation, approval, revision, retirement) and enforce ownership and review cadence.

Ensures the Knowledge Base is accurate, searchable, and role-appropriate; drive "shift-left" and self-service adoption.

Analyzes ticket data to identify knowledge gaps; prioritize new/updated articles that reduce mean time to resolve (MTTR) and repeat incidents.

Promotes a knowledge-sharing culture across IT and business support teams through enablement and recognition.

OTHER REQUIREMENTS:

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Ability to interact effectively across all levels of the organization.

Demonstrated ability to manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints.

Understanding of account documentation and retention requirements.

Excellent verbal and written skills and presentation skills with the ability to define and solve problems.

Team player with a positive outlook

Demonstrated leadership ability and skills.

Ability to work independently and meet communicated deadlines.

Excellent analytical, problem-solving and decision-making skills.

Proficient in Microsoft Office products including Outlook, Word, PowerPoint and Excel.

Working knowledge of enterprise technologies (endpoints, Windows/Mac OS, networking, identity, collaboration, cloud).

Ability to learn other banking systems.