SUMMARY

The Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Ensures compliance with established company policies and procedures.  Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Home Mortgage Disclosure Act, Real Estate Settlement Procedures Act, Fair Credit Reporting Act, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.

1.   Provides support services to internal and/or external users of the organization’s computer systems and network. 
2.   Manages a team and will be accountable for delivering solutions and services with a sense of urgency to deliver value.
3.   Assists in the implementation planning and actual implementation of new information technology based systems. 
4.   Regularly provides technical support to all Bank employees.
5.   Perform problems management services that include problem isolation, problem resolution, and the coordination of services with other system administrators, network personnel, and vendors.
6.   Ensures all communication and escalation processes are followed, provide quality ticket information.
7.   Performs various system administration tasks including changing network and core system passwords, creating directories, maintaining system database files, installing applications and operating system software, and providing assistance to users.
8.   Takes ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
9.   Provides telephone support to bank personnel when problems or questions arise regarding the use of computerized applications including core processing systems, e-mail systems, imaging systems, etc. 
10.   Takes service requests over the phone or in writing for all services provided by the Information Services departments.
11.   Provides service and support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
12.   Oversees quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
13.   Drives internal and third party service review meetings covering performance, service improvements, quality and processes.
14.   Manages the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security.
15.   Makes recommendations for service improvement and ensures actions are followed through to completion in a timely manner.
16.   Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action. 
17.   Performs duties specific to the position and other functions as assigned.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

•   Bachelor’s degree or 7+ years of related experience and/or training.  Work related experience should consist of  

IT Service Desk/Help Desk or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.  Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related.

•   5+ years of experience in managing Cybersecurity applications and programs that are aligned with industry standards and regulatory requirements.
•   Advanced knowledge of company operations and lending products and services; related state and federal laws and regulations, and other company operational policies and procedures.
•   Working knowledge of Business Continuity Program planning, coordination and testing.
•   Mastered experience, knowledge and training in progressively responsible information technology department operations, management and supervisory activities.
•   Mastered knowledge of related state and federal banking compliance regulations, and company accounting policies and procedures.
•   Excellent organizational and time management skills with the ability to provide leadership, supervision and training for employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
•   Advanced skills in computer terminal and personal computer operation; mainframe computer system; word processing and spreadsheet software programs.
•   Advanced math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
•   Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze and interpret documents and professional journals, understand procedures, write reports, correspondence and procedures, speak clearly to customers and employees.
•   Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
•   Ability to work with no supervision while performing duties.