Manager, Technology Services Manager

Nationwide Mutual Insurance•Columbus, OH

9d•Hybrid

About The Position

This leadership opportunity is suited for a high-performing individual who is passionate about leading a highly engaged team. In this role, you will oversee a critical 2nd shift operation that supports essential enterprise workflows. You will serve as a key contributor, driving operational excellence and ensuring the stability and reliability of business-critical processes. Ideal candidates will demonstrate a strong interest in developing or advancing within a leadership role, with a focus on coaching and mentoring, combined with solid technical problem-solving skills. A broad understanding of enterprise technologies across multiple domains. Effective stakeholder management capabilities, with the ability to influence and collaborate across both business and technology teams. Knowledge of core management disciplines, including financial oversight, operational health, risk and compliance (IRM), and people leadership. Experience with planning, prioritization, and decision-making, with the ability to align technology initiatives to business outcomes. If you’re enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide's industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. As a Technology Services Manager, you'll own end-to-end service life cycle and delivery and lead staff involved in the support of these services. This includes defining, managing, and delivering services in support of technology capabilities as well as responding and driving continuous service improvement of customer experiences. You will lead the relationship and collaboration with individuals across many internal professional roles, as well as third-party vendors. You will also provide end-to-end service experience which requires maintaining the current state, measuring delivery expectations and satisfactions and driving maturity.

Requirements

Undergraduate studies in computer science, management information systems or a related field is strongly preferred.
Experience leading multiple teams and assets across various technology platforms.
Three years of management experience is preferred.
Experience with concepts and solutions: IaaS, PaaS, SaaS and package solutions.
Demonstrated knowledge of service management and budgeting and financial concepts and techniques.
Must have the ability to lead a staff.
Must have strong analytical and decision-making skills.
Must possess interpersonal savvy and well-developed leadership ability.
Must be able to perform financial and risk analysis.
Must possess negotiation skills.
Must have strong verbal and written communication skills to interact with all levels of associates, senior management and vendors.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.
Regularly and consistently demonstrates Nationwide Values.

Nice To Haves

Technology certifications or designation are not required, but encouraged (e.g., AWS, Azure, scripting and development languages, delivery methods, security).

Responsibilities

Leads a team that is accountable for driving key performance indicators through efficient services management, expense management and increasing the value of Nationwide Technology Services.
Develops the team’s knowledge and understanding of business domains, industry trends and services.
Leads the team providing services that support infrastructure, software, websites and applications.
Responsible for applying secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
Leads alignment with best practices (Community of Practice, industry, etc.).
Assigns and allocates staffing, in partnership with the Technology Service Executive, based on capacity and demand and to meet required services levels and support.
Leads all activities associated with defining, developing, measuring, managing and maturing services and continuous improvement recommendations.
Leads a team that coordinates and facilitates ITSM and applicable processes.
Oversees a team that plans, coordinates and implements enterprise activities in production and non-production environments.
Leads a team who is accountable for services lifecycle including service strategy, roadmap, obtaining customer requirements and feedback for the design and optimization of end-user-services.
Delivers services to improve the customer experience and drives collaboration with user advocates to identify/exploit opportunities and alignments to actively manage expectations and monitor satisfaction levels and service adoption.
Ensures the team’s skill development and maturity that improves and provides effective customer focused services.
Actively participates in vendor management/relationships and sourcing.
Makes sound decisions, driven by data, by delivering metrics, analyzing data to identify trends, and isolate opportunities for Service Management continuous improvement.
Manages associates through guidance and support on the execution of work and including, but not limited to, performance management, salary planning, training, development, workforce planning, hiring and disciplinary actions.
Attracts, hires, engages and develops the team through impactful recruitment, coaching and feedback.
Collaborates in pivotal initiatives across Technology to represent and modify services accordingly to best measure and manage against changing technologies.
Takes accountability to ensure alignment with information security and compliance policies and procedures in scope of the role.
May perform other responsibilities as assigned.

Benefits

medical/dental/vision
life insurance
short and long term disability coverage
paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
nine paid holidays
8 hours of Lifetime paid time off
8 hours of Unity Day paid time off
401(k) with company match
company-paid pension plan
business casual attire