Service Delivery Leader

JOB SUMMARY:

 Responsible for overseeing the effective delivery of technical capabilities within critical business applications, following IT Service Management frameworks and supports product operations. This role requires a strategic leader who can interface with key business partners to ensure alignment with business needs, strategic roadmaps, and compliance standards. The Service Delivery Leader is positioned to be a trusted partner, consultant and technology generalist for the business units being supported. The role is responsible for assisting in owning, guiding technology relationships and day to day operations for a disparate set of applications across several lines of business. The team manages the  application change control process in conjunction with the system owners, tracks and monitors SLA’s, reconciles invoices, and maintains product roadmaps. This role serves the internal departments as the point of contact for vendor related information and activities, including satisfying ongoing operational requirements of other departmental policies and procedures (e.g. Compliance, Information Security, Third Party Risk, etc.). The role will ensure adherence to contractual obligations, conform to IT governance standards, identify potential risks, and develop mitigation plans.

Will lead strategy, planning and life cycle management efforts to support the ongoing evolution and innovation of the applications and services supported by the team. The role also involves managing a team of resources who will be the solution experts and primary point of contact between vendors, technical teams, and Information Security using a mix of traditional project management disciplines and Agile, Scrum-based practices. The overall team serves as the internal support team for the roadmap and release plans for a set of IT products and services, and for items that cannot be resolved by the IT Service Desk. Service Delivery is responsible for escalating to vendors and internal IT teams as needed for resolution.

This role includes defining the scope, creating, and managing the functional and technical delivery plans, identifying key stakeholders and ensuring all work is compliant with relevant bank and security standards, and on-time completion to delivery milestones.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Define the scope, creating and managing the functional and technical delivery plans, identifying key stakeholders, and ensuring all work is compliant with relevant bank and security standards, and on-time completion to delivery milestones.
• Partner with business stakeholders and lead through influence to conduct strategic planning and create product roadmap. Define and drive product vision, roadmap, prioritization and plan functionality.
• Accountable as ‘quarterback’ for leading strategic and application development from concept to production, including partnering with business stakeholders, the strategy office and provides oversight of end-to-end solution design, build, test, and deployment for scope of applications.
• Manage and execute product roadmap for multiple products to keep it on-track and under budget; Review backlog, risk and issue areas, and proactively plan mitigation.
• Manage product lifecycle, from strategic planning to tactical activities, specifying requirements for current and future products.
• Strong interpersonal skills: ability to build strong relationships and collaboration across diverse and matrixed stakeholders.
• Responsible for overseeing the performance and quality of the outsourced services provided by third-party vendors and ensures that the vendor resources meet the service level agreements (SLAs) and key performance indicators (KPIs).
• Serves as the management escalation point to help resolve issues with service providers to solve either technical or business-related issues.
• Partner with Information Security and Risk to deliver and maintain operational capabilities of our vendor’s services which ensure security, audit and regulatory compliance requirements are met.
• Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
• Manage on-going communication and clarification of functional and non-functional requirements in a clear and comprehensive manner to project staff, and other technical stakeholders.
• Oversee the technical aspects of critical business applications to ensure they meet business requirements and adhere to corporate risk, compliance, and architectural standards.
• Manages the day to day flow of work for the delivery teams, monitoring progress to plan on project and product delivery.
• Serving as the primary point of contact during the delivery lifecycle to manage vision, project hea