Federal Home Loan Bank of Pittsburgh Hiring for Senior Manager, Service Delivery at Pittsburgh, Pennsylvania Full Time

Reference #: R262
Position Summary

The Senior Manager, Service Delivery is responsible for the delivery, management, and improvement of IT services to support the Bank’s business and meet employee needs, using a set of well-defined best practices (based on ITIL). They will be responsible for leading the development, implementation, sustainment, and continuous improvement of IT Service Management (ITSM) processes; as well as establishing, measuring, and reporting of Key Performance Indicators (KPIs) related to services, customer feedback, processes, operations, and delivery. The position requires a broad range of technical skills in managing a diverse operational environment with a focus on customer service and business partnership.

Primary Success Factors

Leads the processes that build a strong customer- and service-oriented culture.

Ensures that the portfolio of services offered meet internal customer needs and achieves intended business outcomes.

Leads processes to define fulfillment procedures for providing technical service needs across all business units and IT divisions.

Takes an end-to-end view of Bank IT services and acts as the expert to identify and incorporate best practices into all services offered to ensure operational activities are robust and reliable. Seeks continuous improvement in all areas of service delivery.

Establishes service agreements with customers and translates those agreements into working operational plans.

Monitors, measures and reports on effectiveness of services being offered.

Defines metrics for operation performance reporting.

Identifies areas for improvement and develops and implements plans to remediate. Acts as a single point of accountability for services offered.

Progressively implements service metrics and reports to ensure intended service levels are being achieved.

Proactively manages vendors to ensure integration and monitoring of external services performed.

Ensures compliance with applicable policies, procedures and regulations to ensure safe and sound business operations.

Leads cross functional teams and stakeholders in the advancement of IT service management technology solutions in support of achieving service delivery expectations

Required Experience

Bachelor’s degree in information technology, computer science or related field

Seven or more years of technical IT experience

Three years managing employees

Experience with ITIL or other service management frameworks

Certification in at least one targeted technology required

Knowledge of industry best practices

Excellent leadership and managerial skills with planning, organizing, prioritizing, and coordinating ongoing duties of self and staff

Strong service delivery orientation to deliver quality-focused outcomes

It is the policy of the Federal Home Loan Bank of Pittsburgh to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, religion, color, sex, national origin, age, disability status, genetic information, veteran’s status, ancestry, sexual orientation or status as a parent as defined by applicable law. It is the Bank’s policy to comply with applicable laws concerning the employment of persons with disabilities, including reasonable accommodation for applicants and employees with disabilities.