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Senior Service Delivery Lead

Company: Bank of America
Location: Charlotte
Posted on: August 7, 2022

Job Description:

Job Description:
Develops and sponsors tactics to achieve strategic objectives across functional groups or within a business group. Develops and implements programs, projects or processes for a major segment of a complex function or a small diverse business.
Provides technical leadership for work teams in specialized functional or process areas. Associates in the Service Delivery function are responsible for Relationship Management / Account Management of a client / business area in all information technology activities.
The role requires one to be a proactive and strategic business partner in an IT environment striving to meet current and anticipated business objectives. The relationship manager serves as a single point of contact for the client and must be capable of managing initiative-based portfolios in a multi-matrixed environment.
They are also the escalation point for unresolved problems, complaints and complex service requests. Key skill sets include the ability to execute a portfolio using consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs. Associates in this job code must manage people.
As a Sr. Service Delivery Manager your role and responsibilities will be:

  • Develop a framework to address restoral plans for Shared Application Platforms and Technology Infrastructure services to improve TI service offerings.
  • Framework will address scope definition to address planning for the bare metal restore of Shared Application platforms, Technology Infrastructure Services and as a priority Critical Core Infrastructures (CCIs), assessments of the existing restoral capabilities and the documentation of gaps / weaknesses.
  • Oversite and tracking for the delivery of program requirements supporting issue remediation identified by the line of business (LOB), technology, operations risk, audit or regulators. With a focus on Planning and Exercising the developed Restoral plans
  • Expected outcomes will be definitions of the Roles, Accountabilities, Controls, Monitoring and escalation of gaps and remediation timelines.
  • Focus on the integration with existing Governance / Oversight routines including updating policies and standards to ensure sustainability, building out and facilitation of governance framework to ensure controls are effective and sustainable. As a Sr Service Delivery Manager your required skills and qualifications will be:
    • 10+ years of experience with infrastructures systems/ technologies
    • Ability to think broadly and holistically to envision the future, identify change required from current and develop roadmaps to realize the vision
    • Strong ability to bring teams and people together, in a peer forum, to agree on common goals and achieve shared outcomes Desired Skills
      • Strong knowledge of bank BC/DR processes Strong knowledge of bank technology systems, testing processes and Critical Infrastructure constructs Shift:
        1st shift (United States of America)
        Hours Per Week:
        40
        Learn more about this role

Keywords: Bank of America, Charlotte , Senior Service Delivery Lead, Other , Charlotte, North Carolina

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