IT - Service Delivery Manager

Axos Bank • San Diego, CA

3d • Onsite

About The Position

As our IT - Service Delivery Manager, you will play a pivotal role in ensuring the smooth and efficient operation of our organization's IT services. You will be responsible for overseeing the delivery of IT services, managing service-level agreements (SLAs), and collaborating with cross-functional teams to enhance the overall IT service quality and customer satisfaction. This role will be onsite and available at any of the posted locations to include: San Diego, CA Centennial, CO Edison, NJ Omaha, NE Remote or Hybrid is not available.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• 7+ years' of proven experience in an IT service delivery management or a similar role
• Strong understanding of ITIL or other IT service management frameworks
• Excellent leadership and team management skills
• Exceptional communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Project management skills and experience
• Knowledge of emerging IT technologies and trends

Nice To Haves

• Master's degree
• IT certifications - PMP required

Responsibilities

• Manage and optimize the delivery of IT services to meet agreed-upon SLAs and KPIs
• Monitor the performance of IT services, identify areas for improvement, and implement necessary changes
• Develop, negotiate, and maintain service-level agreements (SLAs) with internal and external stakeholders
• Ensure compliance with SLAs and take corrective actions as needed
• Lead and mentor a team of IT professionals, including service desk staff and technical support teams
• Foster a collaborative and high-performance work environment
• Build and maintain strong relationships with internal business units and external vendors
• Gather feedback from stakeholders to continually enhance service quality
• Identify areas for service improvement and work with teams to implement process enhancements and automation
• Proactively address potential issues to minimize service disruptions
• Develop and manage the IT service delivery budget, ensuring cost-effectiveness and resource optimization
• Oversee the incident and problem management process to ensure timely resolution and root cause analysis
• Define, track, and report on key performance indicators (KPIs) related to IT service delivery
• Generate regular reports for management and stakeholders
• Collaborate with third-party vendors and suppliers to ensure the delivery of contracted services
• Evaluate vendor performance and negotiate contracts as needed

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

What This Job Offers

• Job Type: Full-time
• Career Level: Senior