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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.
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
Other Business Alignment
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.