IT Service Delivery Manager

Associated Bank Minnetonka , MN 55345

Posted 2 months ago

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

The IT Service Delivery Manager is responsible for the Service Delivery functions/processes of Information Technology (IT). Provide leadership to direct reports while empowering, coaching and holding the staff accountable. Responsible for working with direct reports on performance management, staffing, and employee relations for the teams. Establishes, implements, manages and ensures compliance with Information Technology Information Library (ITIL) standardized processes and best practice principles. The manager will have direct accountability and set the direction for the following functions/processes within the organization, including: IT Service Desk; IT Service Operations functions (Change, Incident, Problem Management, Service Catalog Management, Asset Management, etc.) and IT Service Management (ITSM) tool functionality for the organization. Interfaces and partners with IT and Line of Business in providing enterprise-wide consistency of Service Delivery, DevOps and support processes.

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 Bank's anonymous Ethics Hotline.

Key Result Areas

  • Other Leadership & Direction

  • Communication

  • Other Business Alignment

  • Process Management

  • Other Execution

  • Other Development

Job Accountabilities

  • Manage the IT Service Desk, ensuring the delivery of quality customer service and reliable daily operations is in line with service level agreements for optimal performance.

  • Manage and lead IT Service Operations functions including: Change, Incident, Problem Management, Service Catalog Management, Asset Management, etc..

  • Establishes, implements, manages and ensures compliance with Information Technology Information Library (ITIL) standardized processes and best practice principles. Enable and champion an IT service culture, promoting service improvements (thru ITIL Continuous Improvement Process) on an ongoing basis to continually improve quality and customer satisfaction with IT services.

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

Manage the team's performance targets, cost, and 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.

  • Responsible for the implementation, integration and on-going maturity of an enterprise service catalog.

  • Able to communicate and work with executive leadership relating to technology issues or suggesting and implementing solutions to complex issues.

  • Ensure that the online knowledge base is current and continues to work with support teams to document work-around as well as answers to most technology questions.

  • Maintain relationships with vendors. Review on an ongoing basis costs associated with the services from those vendors and negotiate costs as needed.

  • Occasional travel to the other physical Service Desk 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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
FullTime Delivery Driver Edina CBD 3163

Sherwin-Williams

Posted 3 days ago

VIEW JOBS 4/4/2020 12:00:00 AM 2020-07-03T00:00 WELCOME TO SHERWIN-WILLIAMS Sherwin-Williams is the largest paints and coatings company in the world. With $15.8 billion in sales, more than 4,100 stores, and 140 manufacturing and distribution centers worldwide. Our 60,000 employees across the globe are diverse, innovative and passionate. With a variety of rewarding and challenging opportunities, Sherwin-Williams is a great place to launch and grow a career. Find yours and join us today. This position delivers products to customers from Sherwin-Williams paint stores. It is responsible for ensuring that deliveries are prepared to meet customer requirements in the most efficient manner. This involves loading customer orders properly on the truck, ensuring that appropriate forms are completed, following designated routes and time schedules from a mobile device, and delivering merchandise to the customer in a safe and timely manner. Delivery Drivers may also be called upon to perform other tasks as needed, including warehouse duties, tinting and mixing customer orders and waiting on customers in our paint stores. BASIC QUALIFICATIONS: * Must have the authorization to work in this country without visa sponsorship. * Must be at least 21 years of age. * Must have a valid and unrestricted driver's license, and an acceptable driving record from the State Bureau of Motor Vehicles. * Must be able to retrieve material from shelves and floor stacks and lift and carry up to 50 lbs. frequently. * Must be able to tint paint, therefore, must have good color perception. * Must be able to operate a computer and communicate via the telephone. MINIMUM QUALIFICATIONS: * Must have a current Medical Examiner's Certificate (ME Certificate) from a Department of Transportation (DOT) licensed "medical examiner" listed on the Federal Motor Carrier Safety Administration (FMCSA) National Registry. If you are selected for this position and do not have a current ME Certificate, you must be able to obtain one within five business days of receiving a conditional offer of employment. PREFERRED QUALIFICATIONS: * Experience in a delivery, retail sales or customer service position. Who we are - At Sherwin-Williams, we're proud of the company we keep - our family of loyal employees. To learn about our company and our culture go to Sherwin.com/careers. Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract. VEVRAA Federal Contractor requesting priority referral of protected veterans. If you need reasonable accommodation with the application and selection process due to a disability, please provide a description of your requested reasonable accommodation and information regarding the employment opportunity (job title, location, the website at which you found the employment opportunity, etc.) by one of the following methods: EMail: ReasonableAccommodationCoordinator@sherwin.com Phone: (216) 566-2363 Mail: The Sherwin-Williams Company Reasonable Accommodation Coordinator Corporate Employee Relations Department 300 Midland Building 101 W. Prospect Avenue Cleveland, OH 44115 Fax: (216) 566-3266 Do not use these contact methods for any purpose other than requesting reasonable accommodation with the application and selection process due to a disability. If you use these contact methods for any other purpose, you will generally not receive a response. Sherwin-Williams Minnetonka MN

IT Service Delivery Manager

Associated Bank