Service Delivery Manager

Purpose of Position: 

 The Information Technology Service Delivery Manager will manage key IT initiatives in addition to managing IT budget, and service level metrics.

 Essential Job Functions:

1. Manage end-to-end service delivery operations to ensure they are executed effectively and efficiently. 
2. Regularly communicate with business stakeholders to understand their needs, keep them informed on progress, and address any concerns or issues.
3. Oversee the service delivery budget, ensuring projects and services are delivered within financial constraints.
4. Define and track key performance indicators (KPIs) and service level agreements (SLAs) to monitor service quality. 
5. Serve as an escalation point for service-related problems and work with internal teams to resolve them in a timely and effective manner
6. Oversee non-enterprise projects from start to finish, tracking progress, managing resources, and resolving any problems in accordance with enterprise defined PMO framework.
7. Provide support to IT technical staff for small project initiatives to ensure appropriate artifact management is created and retained.
8. Attend key project meetings (where necessary) to better understand project status and take meeting minutes.
9. Collect, analyze, and summarize project information and trends as needed create project status reports.
10. Assist with the planning of initiatives as part of the bank’s annual budget and prioritization process.
11. Other duties as needed or assigned by Manager. 

Knowledge, Skills and Experience Requirements:

1. Bachelor’s degree or equivalent experience
2. Minimum eight (8) years managing IT projects preferably withing financial serves
3. Thorough understanding of project management methodologies, processes, and deliverables
4. Thorough understanding of the software development lifecycle (SDLC) 
5. Excellent written and verbal communication skills
6. Excellent planning skills with attention to detail
7. ITIL certification preferred.  
8. Experience with emerging technologies such as cloud migration and AI is a plus.
9. Proficient with the MS Office suite of tools (Excel, PowerPoint, Word)