Services Operations Technology Manager (Tech Mgr 5)

Wells Fargo Charlotte , NC 28201

Posted 7 months ago

Job Description:

At Wells Fargo, we have one goal: to satisfy our customers' financial needs and help them achieve their dreams. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About Wells Fargo Technology

Wells Fargo Technology sets IT strategy; enhances the design, development, and operations of our systems; optimizes the Wells Fargo infrastructure footprint; provides information security; and enables continuous banking access through in-store, online, ATM, and other channels to Wells Fargo's more than 70 million global customers.

IT for IT is the CIO organization for the Information Technology Line of Business; our mandate is to establish and govern an IT Tools and Data Portfolio which crosses multiple IT organizations and provide direct technology management for a subset of that portfolio.

This position directly manages the Service Operations Technology team within IT Operations Technology Services responsible for development and support for capabilities which include Asset Management, Discovery, Compliance, Configuration and Vulnerability Response technologies. Responsible for a portfolio of applications supporting these capabilities with both US and international team members, made up of over 140 team members and contractors.

Successful candidate provides direction and ongoing leadership for a team supporting Service Asset and Configuration Management organizations. In partnership with senior business leaders and Enterprise Architecture, responsible for creation and evolution of Service Operations Technology strategy and target state tool portfolio, including migration and support for the IT Management Transformation initiative to the ServiceNow platform. Will deliver process improvement, efficiency of operations, and meet service level commitments. Will utilize benchmarking and industry best practices to deliver best-in-class Service Operations Technology services, utilizes metrics-based management disciplines to measure progress toward organizational goals. Performs organizational planning and manages staff activities with an emphasis on personal performance while partnering with various IT organizations and vendors to deliver highly dependable services. Drives development and delivery of service offerings, projects / programs within area, service request pipeline, and plans, analyzes and manages budgets. Position assures adherence to all corporate standards, policies and procedures to attain secure, efficient, and quality functioning of area. Work closely with peer managers in IT for IT, Platform Services, Quality Assurance and other COE's.

Candidate should have experience working in a complex and matrixed enterprise environment where the team member must follow corporate policies regarding security, audit, and compliance control processes. Ideal candidate will have prior strategic portfolio management domain experience managing delivery at significant scale.

  • Manages a large, high level technical area or a large-scale new development with direct impact to organization-wide objectives.

  • Establishes operational objectives and assignments and delegates assignments to direct report managers.

  • Involved in developing, modifying and executing technology portfolio management capability processes that affect immediate operations and may also have a companywide impact.

  • Works on extremely complex problems where analysis of situations or data requires an evaluation of intangible factors.

  • Regularly interacts with senior management or executive levels on matters concerning several functional areas, division and/or customers.

  • Manages through direct report managers who exercise full supervision in terms of costs, methods and employees.

  • Responsible for resource planning, management, and personnel development. Performance reviews, individual development plans, and one-on-one meetings with the team members are conducted for improving employee engagement and development.

The preferred work location is Charlotte, NC.

Required Qualifications

  • 10+ years of technology experience
  • 5+ years of management experience in an IT environment
  • 5 + years of experience managing application development teams
  • 3+ years of technology portfolio management systems development experience

Desired Qualifications

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to interact with all levels of an organization

  • 3+ years of 3rd party vendor application development experience

  • Technology portfolio or demand management experience

  • Ability to interact effectively and confidently with senior management

  • Experience supporting or directing offshore teams

  • Offshore application production support process experience

  • Offshore application development process experience

  • Knowledge and understanding of project management methodologies: used in waterfall or Agile development projects

  • Advanced understanding of IT industry frameworks including ITIL, IT4IT, COBIT

  • Agile experience

  • Experience with Waterfall and Agile project methodologies

  • A BS/BA degree or higher in information technology

Other Desired Qualifications

  • Proven ServiceNow experience in ServiceNow Discovery /Service Mapping /Asset Configuration and Vulnerability Response

  • Advanced understanding of Service Asset and Configuration Management (SACM) strategy and planning

  • Wells Fargo technology experience


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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Services Operations Technology Manager (Tech Mgr 5)

Wells Fargo