Manager of IT Service Delivery at Ent Credit Union in Colorado Springs, Colorado

Job Description:

Ent is Colorado’s largest credit union, leading a legacy of more than 60 years. Our reputation is built on trust, integrity, innovation and exceptional customer service. We recognize our employees and our members are the reason for our success. We’ve been voted a “2019 Best Place to work” by The Denver Business Journal and “Best-In-State Credit Union” by Forbes. Become part of a growing organization that values teamwork, our people, our members and the communities we serve!

We are looking for an experienced Service Delivery manager that is looking for a challenge and wants to make a difference. Our growth requires someone that has ITIL experience, the ability to adapt to new situations, and can develop a team that supports the changing environment. Our goal is to provide excellent customer service and continual process improvements to ensure we are the premier support organization.

Position Description:

The Service Delivery Manager leads the planning, support, and delivery of all IT customer support initiatives.  This includes the oversight of the service desk function, measurement of service statistics, identifying and implementing efficiencies, personnel management, ensuring security processes are created and followed, management of IT assets, maintaining accurate policies and procedures, procurement of IT services and equipment, and leading projects as it relates to the management and deployment of end user computing devices. 

The Manager of Service Delivery is responsible for management of vendors for equipment, cabling and installations, coordination of delivery projects, and procurement and allocation of equipment is also conducted.

Essential Job Duties and Responsibilities:

• General oversight of Service Desk function, including performance trending and ticket analysis, handling escalated support issues, identifying, and quantifying improvement opportunities, and allocating staff accordingly to meet business objectives. 


• Project Management and oversight of Service Delivery projects, including mass equipment deployment, software releases, etc.   


• Procurement of IT services and equipment (computers, peripherals, phones, wireless technologies, cabling, etc.).


• Job specific accountabilities based on job description such as meetings, escalated help desk resolution, reporting and trending, etc.


• Establish and enforce policies and procedures in line with security and strategic objectives.


• Budget, purchasing, asset management.


• Staff Development:

• Skills augmentation as appropriate to support Ent initiatives.


• Mentoring/coaching.


• Performance reviews.


• Development of leadership skills.


• Ensuring/augmenting staff knowledge of credit union operations.

• Other duties as required

Minimum formal education required for this position:

Knowledge consistent with a Bachelor’s Degree in Computer Science, Information Technology, Management Information Systems, Computer Information Systems, Etc. or another relevant field.

(Preferred) Post Graduate work / continued education.

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa.  For example, a requirement of “Knowledge Consistent with a Bachelor’s Degree in Accounting and 2+ years’ of accounting experience” could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master’s Degree in Accounting and 0 years of work experience.  

Minimum work experience:

5+ years’ combined IT experience in telecommunications, networking, security, PC and Application Support to include:

2+ years’ experience leading technical staff in support, maintenance, or project activities and 2+ years’ experience developing and documenting procedures.

(Preferred) 2+ years’ Financial Institution employment.

Technical or specialized knowledge/skills:

• Demonstrated experience and knowledge in networking, security, systems administration, Disaster Recovery, and/or server management.


• Demonstrated experience and knowledge of IT systems/data security as it relates to financial institutions or other industries that must comply with federal regulations.


• Strong communication skills (written, verbal, and listening) with specific ability to translate detailed technical details to a non-technical audience.


• Proven leadership experience and the ability to interface with all levels (executive to entry level).


• Demonstrated knowledge and experience in regulations and best practices for technical deployments in a financial industry.


• Excellent analytical skills.


• Proficient with the Microsoft Office Suite of products (Word, Excel, PowerPoint, Microsoft Project, and Visio).


• ITIL 3 knowledge and skills

Certifications required:

• None

Environmental, physical and psychological requirements: 

• Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, currency, or coin, and operating a telephone.   Demands for visual and auditory acuity are typical of an office environment.  Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances.  Must be able to lift up to 40 lbs. Must be available to respond on an on-call basis 24 hours per day, 7 days per week.  Must be able to stay calm and collected in high stress situations (i.e. a security incident).  Must possess a strong moral/ethical character. 

Starting Salary Range:$86,0000+ (Can increase based on experience)

Apply Now