Sr Service Delivery Manager

The Service Delivery Manager is the primary liaison between T&O and the LOB (CRE Servicing and Compliance) and makes up one part of that business line's primary Account Team. Is accountable for the initiatives budget for the entire line of business and has broad responsibility for the portfolio of projects for that line of business. Service Delivery Manager focuses on facilitating business-initiated change across the business and business segments in the technology environment. This includes working with the business and development groups to execute new initiatives, as well as leading internal line of business efforts to stabilize the infrastructure and improve business defined service levels. As the business liaison for a line of business, Service Delivery Managers perform client advocacy, initiative planning and budgeting, and coordinate initiative project management and project prioritization across the organization. Service Delivery Managers are also responsible for providing business area partners with technology products and service alternatives as it applies to their business line, include financial transparency, service selection, and product recommendation. Manages large-scale projects for line of business. Receives direction from the Service Delivery Executive. Manages Service Delivery Managers and/or Service Delivery Consultants and technology application team(s). Typically requires 7-10 years of applicable experience.



Required Skills:

Business knowledge of first mortgage and home equity servicing and compliance. Exposure to technology sytems and applications used to support mortgage servicing. Ability to drive collaboration, cooperation and partnership between the LOB, technology systems, and internal service providers.  Must have proven effective communication, consultative, and demonstrated people leader skills.  Ability to remotely manage team members.  Practiced project management methodology and portfolio management including budget. Fosters a team environment that continues to motivate, recognize, and reward associates.

 

Desired Skills:

Past technology background/experience with first mortgage and home equity servicing and compliance. Knowledge of the related systems of record (includes mainframe) used to support the BAC CRE Servicing groups various needs as well as Compliance regulations.  Exposure to third party vendor relationships as a plus.