Head of IT Service Delivery - Morristown, NJ or St. Petersburg, FL

Valley National Bancorp • Morristown, NJ

418d

About The Position

The Head of IT Service Delivery is responsible for overseeing the Network Operations Center (NOC) to ensure 24/7 monitoring and performance enhancements of the organization's IT infrastructure, applications, and security. This role involves strategic direction, continuous improvement of IT service management processes, and collaboration with various stakeholders to align IT services with business needs. The position requires strong leadership and analytical skills to drive organizational change and improve service delivery metrics.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Minimum of 10 years progressive experience in IT management, with at least 5 years in a senior leadership role.
• ITIL v3 or v4 Expert certification.
• Exceptional leadership, team management, and interpersonal skills.
• Strong analytical and problem-solving skills, with the ability to drive data-driven decision-making.

Nice To Haves

• Master of Business Administration (MBA) or Masters in Computer Science.
• Additional certifications in IT governance (e.g., COBIT), Agile, or DevOps.

Responsibilities

• Foster a collaborative and high-performance team environment by providing strategic direction and oversight of the NOC.
• Ensure 24/7 monitoring and performance enhancements of the organization's network, infrastructure, applications, and security.
• Evolve a monitoring function to become a proactive command center capable of continuous improvement and automation.
• Accountable for the development of OKRs, KPIs, and other key indicators related to IT service health.
• Oversee the design, implementation, and optimization of the ITSM framework based on ITIL best practices.
• Lead the continuous improvement of key ITSM processes such as Incident Management, Problem Management, and Change Management.
• Collaborate with Infosec, Enterprise risk, Audit, and external regulatory agencies to ensure compliance with standards.
• Lead regular service reviews with stakeholders to evaluate service effectiveness and performance.
• Ensure availability and uptime of all Bank Infrastructure, Applications, and Services.
• Oversee the IT Asset Management function to ensure accurate tracking and management of IT assets.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees