IT Service Delivery Manager - Remote or Location at Associated Bank in Milwaukee, Wisconsin

Job Description:

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: careers@associatedbank.com

Job Summary

An IT Service Delivery Manager is responsible for delivering consistent and quality IT services to colleagues and customers through the execution of standardized processes and best practices such as the Information Technology Information Library (ITIL). This person provides hands-on leadership to direct reports for empowering, coaching and developing staff, including cross-team collaboration and efficiencies.

Job Accountabilities

• Oversee request workflows (ticketing) through immediate team(s) and in coordination across companion teams to facilitate assignment, escalation and timely completion of request.


• Maintenance of IT product and support documentation, including knowledge bases and troubleshooting guides.


• Engagement with Business Solutions (IT Product Owners) for product lifecycle management, including supportability requirements and ownership transition during maintenance and major releases/upgrades.


• Maintain service quality focused relationships with service providers specific to incident, problem and change management.


• Communicate and work with executive leadership relating to technology issues or suggesting solutions to complex issues.


• On a continual basis, report to IT leadership standardized metrics related to agreed upon service level agreements.


• Enable and champion an IT service culture, promoting service improvements (through ITIL Continuous Improvement Process) on an ongoing basis to continually improve quality and customer satisfaction with IT services.


• Manage the teams performance targets, cost, quality of service and end user satisfaction levels; as well as, strategic planning, design, development, documenting, implementation and management of activities associated to service delivery processes.


• Occasional travel to the other physical Associated Bank locations to provide on-site support and assist in maintaining consistencies between the four locations.


• Available 24x7x365 as needed for any critical issues that may arise.

Education

• Bachelor's Degree Computer information Systems or equivalent management experience Required

• 7-10 years Practical experience leading a service operations team with 7-10 years of hand-on experience operating within Change, Incident, and Problem Management IT practices. Required


• 10-12 years Managing Incident, Change and Problem Management processes. Experience implementing ITIL processes Preferred

• Other ITIL (IT Infrastructure Library) certification , Preferred

Compliance Statement

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated’s anonymous Ethics Hotline.

Associated Bank is committed to working diligently with any colleague who needs an accommodation perform the essential functions of the job. Please contact the Leaves & Accommodations office to request an accommodation.