Service Delivery Consultant

Bank of America•Plano, TX

4d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! This job is responsible for leading cross functional teams to manage infrastructure delivery, including initiatives within Application Production Services and Engineering. Key responsibilities include serving as a point of contact for application teams and working with Technology stakeholders, Service Providers, and the business to deliver the Infrastructure Portfolio. Job expectations may include oversight and management of programs, coordinating activities across functional teams, remediating or escalating issues, and ensuring funding levels are maintained for key technology strategies.

Requirements

Proven experience leading technology delivery projects or programs, with accountability for scope, timelines, and successful execution of outcomes
Proficiency in JIRA, including use for work tracking, status reporting, and managing delivery execution as a system of record
Demonstrated ability to coordinate work across multiple teams and stakeholders, ensuring alignment and progress against shared delivery objectives
Proven ability to influence outcomes without direct authority, driving accountability and resolving delivery challenges across cross-functional partners
Experience operating in complex technology environments, managing competing priorities and navigating ambiguity to deliver results

Nice To Haves

Demonstrated ability to lead and scale APS&E Work Management practices, including establishing portfolio-level discipline, prioritization, and execution transparency across complex delivery environments
Proven effectiveness driving JIRA adoption as a system of record for work intake, prioritization, dependency management, and delivery reporting across multiple technology teams
Strong capability to lead organizational and operating model change, influencing consistent ways of working across infrastructure, application, and engineering partners
Comfort engaging with and influencing executive and senior leaders, including presenting portfolio health, risks, tradeoffs, and recommendations with clarity and confidence
High degree of AI fluency, including strong prompt engineering skills and practical understanding of AI capabilities, limitations, and responsible use in an enterprise environment
Demonstrated ability to identify and apply AI- and agent-based automation opportunities to streamline work management, reporting, intake, and portfolio operations
Track record of using AI as a natural part of daily work, accelerating analysis, decision-making, communication, and operational efficiency

Responsibilities

Oversees infrastructure delivery (scope, milestones, and capability) of the book of work and executes and monitors the progress of initiatives/projects to address roadblocks and issues proactively, including infrastructure impacted book of work and Technology Infrastructure (TI) strategic efforts
Acts as a single point of contact for all technology stakeholder needs including network, storage, server, and TI supporting software and serves as a point of escalation for issues and defining plans to resolve and communicate those problems requiring further attention
Reports on key metrics, prioritizes the work across the portfolio, and monitors the overall health of the portfolio
Manages trusted relationships with the business and technology leaders and prepares a detailed portfolio level plan to agree on deliverables, including service levels and milestones
Manages yearly and monthly initiative funding budget and allocations, providing financial transparency for Technology Cost of Application (TCOA) chargebacks, capital forecasting, initiative finances, and stale application volumes
Communicates Core Technology Infrastructure (CTI) strategies, services, and products to technology stakeholders, advocates for top priorities within CTI, and influences change effectively through strong partnerships
Leads fellowship Communities of Practice (CPO) in the organization and across other delivery teams