Service Delivery Manager

 SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG’s shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

 

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization’s extensive global network. The Group’s operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

 

The anticipated salary range for this role is between $190,000.00 and $216,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

We are seeking an experienced IT Service Management - Lead to oversee the delivery and continuous improvement of IT Service within our organization. The Service Manager Lead will be responsible for ensuring that IT service management processes are implemented effectively, leading a team of IT professionals, and collaborating with various stakeholders to align IT services with business objectives.

Role Objectives

•    Develop and implement IT service management practices, procedures, standards, and user guides in alignment with industry best practices (ITIL, COBIT, etc.).
•    Lead and manage a team of ITSM professionals, proving guidance, coaching, and performance feedback.
•    Establish and maintain service level agreements (SLAs) with internal departments and external vendors, ensuring that service delivery meets agreed-upon standards.
•    Monitor and evaluate IT service performance metrics, identify areas for improvement and implementing corrective actions as necessary.
•    Partner and coordinate with technology, governance, and security teams to ensure that IT services support business processes and objectives.
•    Manage the implementation and maintenance of ITSM tooling and systems, ensuring that they meet the needs of the organization.
•    Conduct regular reviews of IT Service Management processes, procedures, and controls to ensure compliance with regulatory requirements and industry standards.
•    Develop and deliver IT Service Management training programs to educate staff on IT service management principles and practices.
•    Stay informed about emerging trends and technologies in IT service management and monitoring recommending innovative solutions to enhance efficiency and service delivery.

Qualifications and Skills

•    ITIL certification or equivalent IT service management certification.
•    5 years of experience in IT service management, with 3 years in a managerial or leadership role.
•    Strong knowledge of IT service management frameworks, such as ITIL, COBIT, and ISO 200000.
•    Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
•    Strong analytical and problem-solving skills, with a keen attention to detail.
•    Proficiency in ITSM tools and systems, such has ServiceNow, Remedy, or JIRA
•    Familiarity with IT governance frameworks, such as COBIT, NIST, or COSO

•    Bachelor’s degree in computer science, Information Technology, or related field.

Additional Requirements

D&I Commitment

Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.

SMBC’s employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distan