IT Program Manager, Infrastructure

Financial Services



The position requires a strong customer focus, strong organizational skills, project

management, conceptual design skills, knowledge of IT Service Delivery Management

(SDM) concepts, and the ability to lead multidisciplinary teams to envision, design and

implement robust IT services for the enterprise. Since in many cases a specific IT

Service team may be drawn from multiple IT functions, it is also critical that the IT

Service Manager have strong influencing, communications and leadership skills in a

matrix management environment

 

o Coordinate and monitor day-to-day activities to meet agreed Service

Offering Definition metrics of the assigned grouping of service offerings.

Monitor and evaluate IT service tiers, customer demand, problems and usage

and take appropriate action.

o Promote and build awareness of IT Services. Develop the service offering

entry for the IT Services Catalog. Work with other service delivery

managers to define the rollout, training and communications strategy for

each new or modified service.

o Work with enterprise support staff to ensure standard service/support

processes are adhered to. Facilitate sessions in process validation when

process changes are required to improve customer service practices.

o Identify and frame ongoing policy, guideline and practice issues within

the service offering.

oMay serve as the steward for an IT service offering, accountable for the

functional operation of services in the IT service offering.

o Analyze demand and specify requirements for IT service offering.

o Manage the design and development of robust IT services to meet

customer requirements at agreed-upon cost and service levels.

o Establish operating agreements, processes and service levels within business unit

or external functions required to deploy each IT Service, incorporating

technology, standards, support, policy and training.

o Apply process-engineering techniques, customer experience principles

and standards to guide IT Service definition, development and packaging.

o Work with Business Operations and others to inform and quantify IT

service costs using the enterprise service costing model.

o Work with other business/technology units, conduct market and customer research to

identify IT Service needs and opportunities. Establish service priorities and

criteria for options to feed into enterprise governance.

o Work with the IT Program Management and service team members,

to ensure that the feature and functions of the services they manage continue

to meet the current and anticipated needs of customers at appropriate cost

levels.

o Decommission unused or outdated IT Services following

Transitional and Sunset policies.

o Maintain an IT Service strategy and multi-year evolution plan for the

services in area of responsibility.

Customer focus; strong organizational skills, project management, and conceptual design skills, including the ability to lead multidisciplinary teams to envision, design and implement robust IT services.A strong technical background/aptitude to facilitate the understanding of how enterprise technology offerings can be used to meet agency specific business needsAbility to act with customer orientation and be attentive and responsive to customer concerns. Ability to successfully understand and translate the needs of varied customers into IT service requirements.

Demonstrated ability and initiative to independently stay abreast of current and

emerging information technology trends related to service offerings, and

understanding their potential to address customer needs.

Demonstrated insight, tact, political acumen, and diplomacy skills sufficient to foster

effective relations and build consensus within business/technology units and with diverse groups in the enterprise.

Ability to communicate effectively with all levels of a diverse environment, including

senior management, administrative groups and individuals. Excellent written and

presentation skills, including the ability to make technology understandable to endusers

and enterprise decision makers.

Experience leading and working effectively in an environment with rapidly shifting

and often contradictory demands and priorities.

Research and analytical skills sufficient to analyze problems in a multi-faceted way

and develop and participate in implementing innovative solutions.