IT Delivery Regional Manager

The Infrastructure Group Manager is a senior management-level position responsible for managing and guiding a team that ensures efficient and effective Citi infrastructure in coordination with the Technology Team. This position is solely responsible for managing and coordinating CTI On-site Deliver services support for a large region, including multiple large campus sites, for CTI EUS within the NAM region. The incumbent will be responsible for managing all aspects of campus technology support including tech/communications rooms, desktop, network, and voice infrastructure. They will maintain responsibility for oversight and quality control of technology support for both Citi Internal and Supplier Support groups. The incumbent will work closely with EUS NAM leaders to maintain the appropriate governance framework and ensure critical SLAs are being always met.

Responsibilities: 

Oversight & Vendor Management

• Ensure that contractual obligations are met.
• Service level management - Consistent review of metrics with vendor (daily, weekly, monthly)
• Operational management oversight - Ensure appropriate escalation for all incidents including individual client needs, by LOB, by site and any overarching trends.
• Work with vendor to ensure consistent process and procedures, highlight process improvement opportunities.
• Work with governance team(s) for all COB, Compliance, Program management, contractual reviews, etc.
• Partner with vendor to ensure requests to Citi are acknowledged and considered.
• Project prioritization, oversight, and delivery supervision
• Performance management – Goal setting based on CTI strategic plans, translating, and managing tactical objectives required to achieve strategic goals, continuous process improvement.
• Finance oversight – Vendor invoice review and approvals, vendor staff time and attendance review and approvals, oversight of time/hours charged for business project.

Operational Management

• Operational management - Ensure appropriate escalation for all incidents including individual client needs, by LOB, by Site and any overarching trends.
• Managing operational compliance requirements (EERS/FID reviews, tech room access reviews/approvals, tech room reconciliations, PCM updates, etc.
• Asset management oversight – Vendor adherence to Citi asset management requirements; site-based asset reconciliation, inventory management, hard drive tracking and legal hold, etc.
• Change management oversight – Change review and approvals, change sponsorship.

Client Interaction

• Ensure consistency in service delivery by providing single contact point for vendor related interactions.
• Work with business and vendor to develop engagement model, i.e., ticket flow, updates, escalations from/to both clients and the vendor.
• Meet with business operations teams/line managers to gather client feedback, discuss any service or escalation needs, outstanding items, etc.
• Validate KPI and metrics reporting matches client experience.
• Conduct on site visits to meet with customers at every level and perform physical inspections.
• Provide communication to the user community for any process or service-related change, update, etc.
• Conduct regularly scheduled reviews with senior business leaders.

Qualifications:

• 10+ years of experience in a technology infrastructure role with experience in people and project management and selected infrastructure technologies
• Experience in financial services or large complex and/or global environment preferred.
• Consistently demonstrate clear and concise written and verbal communication with ability to communicate technical concepts to a non-technical audience.
• Proven ability to develop projects required for design of metrics, analytical tools, benchmarking activities, and identification of best practices.
• Proven analytical, diagnostic, and prioritizing skills with focus on execution and attention to detail.
• Demonstrated ability to both work independently and partner with virtual teams in a high-pressure matrix environment.
• Demonstrated ability to take ownership of various parts of a project/initiative with tight deadlines or unexpected changes in expectation/ requirements.

Education:

• Bachelor's degree/University degree or equivalent experience.
• Master's degree preferred.

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Job Family Group:

Technology

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Job Family:

Infrastructure

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