Director of Service Quality

First National Bank Of Pennsylvania•Pittsburgh, PA

26d

About The Position

The Director of Service Quality oversees several key functions within IT that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you to establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. The key functions are Problem, Change, Endpoint and IT Asset Management as well as IT Service Level Agreements.

Requirements

BA or BS
10 years of job related experience
Excellent communication skills, both written and verbal
Excellent customer service skills
Excellent management skills
Excellent project management skills
Excellent organizational, analytical and interpersonal skills
Detail-oriented
Ability to work and multi-task in a fast paced environment
Ability to use a personal computer and job-related software
Significant knowledge of Information System life cycle
Ability to operate in a 7x24 environment as business circumstances dictate

Nice To Haves

MS or MBA preferred
Experience with IT time and resource tracking software
PMI Certification preferred

Responsibilities

Maintain high performing service support functions including IT Help Desk, Endpoint Management, Network Operations Center, Change Management and Service Monitoring.
Owner of the IT Problem, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. Additionally, will take ownership of major IT incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes. Ensures services provided by third party providers are performed within stated financial parameters. Ensures solid and focused execution of resources of vendors and third-party providers which are used to augment team resources.
Champion Service and Support in projects and developing a strong understanding of projects impacting the IT service area and ensuring service impact is minimized and agreed.
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
Develops and maintains SLAs for our business application portfolio. Ensures daily activities area are aligned with SLAs such as achieving daily processing goals, ensuring appropriate security, backup and recovery expectations and system performance and ensuring timely installation of current technology product releases.
Actively participates in the development of the annual financial operating plan for the IT organization and prepares monthly commentary regarding financial performance for their team (operating expense and capital investment) as well as full year forecasts.
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.