• IT Operations and Service Delivery Manager, AVP

MUFG•Watermark - 410 North Scottsdale Road, NJ

14d•$98,000 - $165,000•Hybrid

About The Position

Responsible for supporting the Service Delivery Operations function through hands-on technical operations support, IT Service Management process execution, operational analytics, monitoring improvement, automation support, and service improvement initiatives. This role is an experienced individual contributor position focused on developing deeper operational knowledge while improving service quality, process maturity, and production support readiness across application and infrastructure support areas. Extensive knowledge of IT Operations with a focus on ITSM including Incident, Change, Problem, Event, and Service Level Management. Deep understanding of Application Operations and Support, including Batch Operations, SLA Management, Critical Path Analytics, Event Management, Monitoring and Observability, Operational Reporting, and Production Support governance. Will require knowledge and the ability to function with technology applications supporting the portfolio, including ServiceNow, Jira, Confluence, CA7, Autosys, Sterling/File Transmission platforms, Dynatrace, operational monitoring systems, and Microsoft Office tools. Scripting, workflow automation, and data analysis capabilities are expected to support operational improvement opportunities. This role will support technical program and project efforts, identify areas for process and automation improvement, analyze recurring operational issues, validate metrics and service trends, and ensure adherence to established procedures. Works closely with application teams, infrastructure partners, operations teams, and management to execute service improvements aligned with MUFG strategic objectives. Strong technical aptitude, analytical skills, written and verbal communication skills, and independent problem-solving capabilities are required.

Requirements

Experience in enterprise IT operations, application support, monitoring practices, and technologies required for reliable IT service delivery.
Strong applied understanding of ITSM principles and Service Operations concepts including Incident, Change, Problem, Event, Request, and Service Level Management.
Experience analyzing production support trends, recurring issues, operational risk, batch failures, ticket volumes, SLA performance, and service health indicators.
Foundational understanding of Production Batch Scheduling, Transmission Services, Application Support, and Critical Path Operations, with the ability and willingness to develop deeper capability in these areas as business needs expand.
Exposure to, or ability to learn, applications and tools associated with the support function, including CA7, CA Autosys, Sterling/File Transmissions, ServiceNow, Jira, Confluence, Dynatrace, and operational monitoring systems. These platforms represent areas where the resource may support or grow into overtime.
Experience supporting monitoring and event management processes, including alert analysis, escalation practices, notification review, and operational noise reduction efforts.
Experience preparing, validating, and interpreting KPI reports and operational metrics for multi-functional technology teams.
Experience in process documentation, runbook creation, data analysis, technical troubleshooting, and operational procedure improvement.
Ability to support technical project efforts and apply project management practices to operational initiatives, service transitions, readiness reviews, and issue remediation.
Ability to work with Application Management, Infrastructure Teams, Operations Teams, Senior Managers, and Line Managers in a heavily matrixed environment with the ability to influence and drive technical improvement.
General knowledge of IT infrastructure architecture, capability planning, application support models, and large-scale enterprise infrastructure integration.
Requires 5-7 years of IT Operations, Application Support, Production Support, Service Delivery, or related technology operations experience.
Bachelor’s degree in computer science, Information Technology, Engineering, Business Administration, or equivalent work experience.

Nice To Haves

Knowledge of AWS concepts, hybrid infrastructure support models, and cloud/on-premises operational processes is preferred.
Scripting, automation, workflow improvement, or data transformation experience is preferred, including PowerShell, SQL, Power Automate, or similar tools.
Strong written and verbal communication skills with the ability to explain technical issues, operational risks, and recommended actions clearly.
Proficient in Excel, Word, PowerPoint, and operational reporting tools. Power BI experience is beneficial but not required as a primary responsibility.
Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience

Responsibilities

Provides technical service delivery support across IT Operations, Application Support, IT Service Management (ITSM), service performance management, operational analytics, and continuous improvement initiatives. This role focuses on maintaining operational stability, enhancing support processes, analyzing service performance, and driving operational efficiencies across application and infrastructure environments. As an experienced technical contributor, the Associate Vice President supports service delivery, operational effectiveness, process maturity, and support readiness while continuing to expand knowledge across a broad range of technologies, platforms, and operational functions.
Supporting day-to-day IT operations, application support activities, troubleshooting efforts, and service improvement initiatives.
Executing and improving ITSM processes, including Incident, Change, Problem, Event, Request, and Service Level Management.
Analyzing operational performance, SLA results, ticket trends, and service metrics to identify improvement opportunities.
Supporting monitoring, event management, observability, and operational health initiatives to improve visibility and reduce operational risk.
Assisting with batch operations, critical path analysis, and production support activities while developing knowledge of supporting technologies and platforms.
Identifying automation opportunities and process improvements that reduce manual effort, recurring issues, and operational inefficiencies.
Preparing operational reporting, KPI analysis, and management insights to support decision-making.
Creating and maintaining documentation, runbooks, procedures, and knowledge management content.
Supporting technical projects and operational initiatives through planning, coordination, testing, implementation, and issue resolution activities.