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Regional Service Delivery Manager

Company: Citco
Location: Jersey City
Posted on: November 22, 2021

Job Description:

Information Systems & Technology Jersey City, New Jersey Jersey City, United States or Toronto, Canada About Citco Since the 1940s Citco has provided specialist financial services to alternative investment funds, investors, multinationals and private clients worldwide. With over 8000 employees in 50 countries we pioneer innovative solutions that meet our clients' evolving needs, and deliver exceptional service. Our continuous investment in learning means our people are among the best in the industry. And our corporate social responsibility programs provide meaningful and fulfilling work in the community. A career at Citco isn't just a job - it's an opportunity to excel in an environment that genuinely supports your personal and professional development. About the Role The Regional Service Delivery Manager - North America - oversees and represents service delivery from the IT Service Delivery group to North American business lines. IT Service Delivery is a global group delivering business-facing operational support, ranging from client support on Citco's core software platforms, to internal operational support from various support and infrastructure groups. The service delivered by the IT Service Delivery group is aligned to both strategic customer demands in a given region, and the operational considerations for that time zone in the follow-the-sun Shared Services Center model. The Regional Service Delivery Manager engages with customers regionally, in order to drive alignment and ultimately represent the voice of the Customer in shaping service delivery. They ensure that the IT organization is engaged, accessible, aligned to regional business priorities, and delivers a consistently high quality of service; they are a strategic engagement point for IT regionally. This role reports into the SEVP of IT Service Delivery. Working as part of the IT Service Delivery management group, this role interacts with all functions within the group, and many other groups across the enterprise. In a day-to-day capacity, this role may interact with the Service Desk and Application Support functions, taking point on communications or escalations as required and ensuring an appropriate response to service disruptions. More generally this role has input on processes and escalation procedures to ensure a comprehensive and robust service delivery model is structurally supported. In addition, through partnering with the regional business lines on strategic roadmaps, the Regional Service Delivery Managers are key contributors to the direction of strategic functions: the Operational Excellence group, and the Support System Engineering automation group. Job Duties in Brief

  • Engage with regional business lines to partner on strategic roadmaps and represent the voice of the customer
  • Define and deliver communications strategies to provide transparency to business stakeholders
  • Produce regular reporting on the effectiveness of IT service, and apply a metrics-based approach to drive engagement with business and IT management, and identify opportunities for service improvement
  • Direct regional IT Service Delivery groups in a matrix management structure
  • Point of escalation regionally, and chair role in Major Incident technical bridges
  • Work with other/external IT and business groups to deliver positive customer outcomes
  • Define and lead cross-organizational initiatives to enhance capabilities and processes, regionally and globally
  • Create a team environment which promotes trust, open communication, creative thinking
  • Contribute to the IT Service Delivery global group strategy About You The successful candidate is an experienced and energetic leader, with the ability to build customer relationships, while driving alignment and strategy in the IT Service Delivery group. You can impact both day-to-day service delivery and customer management, and long-term structural group alignment and strategy definition. Mature communicator, with the ability to effectively convey information of a technical nature to non-technical audiences. Experience and Technical Skills
    • 8+ years of experience as a senior contributor in IT, Business Operations or Client Integration
    • Strategic Customer Management, Service Delivery or Project stream lead
    • Financial Services experience, including trade lifecycle and SSC operations
    • Experience managing teams at Team Lead level or higher
    • Beneficial: technical/service delivery background, Service Design, UX/Design Thinking skills Education
      • BSc/MSc Computer Science or relevant area
      • Demonstrated commitment to continuous improvement and training Desired S kills and E xpertise
        • Strong verbal and written communication skills
        • Excellent presentation skills and an ability to engage audiences
        • Ability to build relationships and work well across functions
        • Experience in a collaborative team environment, delegating workload and responsibilities
        • Must be able to manage multiple assignments simultaneously and have strong organizational skills; ability to prioritize and oversee multiple initiatives in a fast-paced environment
        • Demonstrates a strong customer orientation, and strategic thinking with an entrepreneurial spirit
        • Demonstrates cross-functional expertise and the ability to thrive in a highly complex environment What We Offer
          • A challenging and rewarding role in an award-winning global business.
          • Opportunities for personal and professional career development.
          • Great working environment, competitive salary and benefits, and opportunities for educational support.
          • Be part of an industry leading global team, renowned for excellence. Remuneration A highly competitive salary package will be awarded the successful candidate. You have been redirected to a Citco job page

Keywords: Citco, Jersey City , Regional Service Delivery Manager, Executive , Jersey City, New Jersey

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