• Service Delivery Manager

    ID
    2018-6406
    Job Locations
    US-CA-San Francisco
    Category
    Information Services
  • Overview

    First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.

    Responsibilities

    The Service Delivery Manager is responsible for the implementation, monitoring, and improvement planning of services. This position will collect operational metrics on service delivery metrics; identify trends and issues, and design/implementation improvements. This position will handle case-by-case escalations from business users and IT internal users.

     

    • Lead the development of the processes and software necessary to maintain services post-deployment through data collection and monitoring ensuring the overall health of the services provided;
    • Work with Engineering, Operations, Business Technology Partners and others, determine service catalog, establish ongoing reporting metrics, determine appropriate SLAs and continuously drive SLA achievement;
    • Identify negative trends and ensure agreement between business stakeholders, Engineering and Operations on get-well plan implementation;
    • Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand;
    • Works with Engineering and Operations to ensure cost containment, operational readiness, and fitness for purpose are factored into new solutions.
    • Qualifications

    Qualifications

    • 4-8 years of product, project and/or program management experience, bachelor's degree;
    • Collaborated in the development and implementation of strategy and change plans that cross multiple Information Services functions;
    • Previous complex strategic transformation experience, such as internal IT process re-engineering of ITIL/ITSM processes, or migration to cloud environments;
    • A highly curious, collaborative, and forward-thinking mind backed by a practical ability to translate ideas into delivery;
    • Presentation skills to deliver messaging from the executive level to the individual contributor/technology team member;
    • Experience with cloud computing environments, i.e. AWS and Azure;
    • Extensive experience in the delivery of technology services to develop, maintain and improve the relationship with internal clients and stakeholders;
    • Experience and exposure in a wide variety of information technology fields, to understand the details of the services that can be provided; 
    • Excellent customer relations skills to understand and resolve internal client concerns and requirements;
    • The ability to assume overall control of and resolve complex internal customer issues.

     

    Mental/Physical Requirements:

    • The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
    • Vision must be sufficient to read data reports, manuals and computer screens.
    • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
    • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
    • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
    • Must be able to travel in a limited capacity.

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