IT - Service Delivery Manager

Axos Bank

Target Range:

$95,000.00 /Yr. - $115,000.00 /Yr.

Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Eligible for an Annual Discretionary Cash Bonus Target: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

As our IT - Service Delivery Manager, you will play a pivotal role in ensuring the smooth and efficient operation of our organization's IT services. You will be responsible for overseeing the delivery of IT services, managing service-level agreements (SLAs), and collaborating with cross-functional teams to enhance the overall IT service quality and customer satisfaction.

This role will be onsite and available at any of the posted locations to include:

San Diego, CA
Centennial, CO
Edison, NJ
Omaha, NE

Remote or Hybrid is not available.

Responsibilities

• Manage and optimize the delivery of IT services to meet agreed-upon SLAs and KPIs
• Monitor the performance of IT services, identify areas for improvement, and implement necessary changes
• Develop, negotiate, and maintain service-level agreements (SLAs) with internal and external stakeholders
• Ensure compliance with SLAs and take corrective actions as needed
• Lead and mentor a team of IT professionals, including service desk staff and technical support teams
• Foster a collaborative and high-performance work environment
• Build and maintain strong relationships with internal business units and external vendors
• Gather feedback from stakeholders to continually enhance service quality
• Identify areas for service improvement and work with teams to implement process enhancements and automation
• Proactively address potential issues to minimize service disruptions
• Develop and manage the IT service delivery budget, ensuring cost-effectiveness and resource optimization
• Oversee the incident and problem management process to ensure timely resolution and root cause analysis
• Define, track, and report on key performance indicators (KPIs) related to IT service delivery
• Generate regular reports for management and stakeholders
• Collaborate with third-party vendors and suppliers to ensure the delivery of contracted services
• Evaluate vendor performance and negotiate contracts as needed

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• 7+ years' of proven experience in an IT service delivery management or a similar role
• Strong understanding of ITIL or other IT service management frameworks
• Excellent leadership and team management skills
• Exceptional communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Project management skills and experience
• Knowledge of emerging IT technologies and trends

Preferred: 

• Master's degree 
• IT certifications - PMP required

Axos Employee Benefits May Include:

• Medical, Dental, Vision, and Life Insurance

• Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)

• HSA or FSA account and other voluntary benefits

• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan

• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking i