Service Delivery Manager

Great Opportunity at Orange County's Credit Union

CREDIT UNION’S PURPOSE:  Simple Banking.  For People, Not Profit.

CREDIT UNION’S CORE VALUES:  Integrity, Service Excellence, Growth & Development, High Performance, Mutual Respect, Community, and Fun

Workplace Excellence.  Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace! As a leading financial service provider with over 80 years of experience serving 123,000 members, Orange County's Credit Union is currently $2 billion in assets & growing.

Generous benefits including:

• Anthem Vivity HMO & Delta Care USA Dental - Orange County's Credit Union (OCCU) covers 100% of the associates' monthly premium
• Life insurance at no cost to employee.
• 401(k) – OCCU automatically contributes 3% of the employee’s earnings PLUS matches up to 5% of the employee’s contribution (dollar for dollar)
• Vacation hours – 18 days per year and rolls over year to year, and increases with tenure 
• Sick hours – 7 days per year and rolls over year to year
• Paid Holidays – 12 days per year plus 3 partial days
• Annual performance merit increases 
• Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities    
• Annual discretionary bonus 
• Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.

POSITION SUMMARY: 

Primary function of the position is to provide oversight, tactical leadership and performance reporting for the Service Desk, field tech services and Service Management, ensuring alignment between strategic goals and solution design, resource allocation, and technical roadmap. This position is also responsible for defining and improving incident, service request and problem management processes within the IT department and forecasting, scoping and tracking service levels and deliverable timelines.  Collaborates directly with leaders across the organization to identify, recommend and implement technology solutions. 

Essential Functions: 

Solution design and implementation

• Define and implement Service request, Incident and problem management processes.
• Build asset management practice including streamlined and automated onboarding and off boarding procedures
• Working with technical staff to support various infrastructure components and workflows in support of business processes and projects
• Participation in various project teams, overseeing technical staff resource allocations and scheduling
• Working with Business Unit Leaders to ensure business – technology alignment

Technology evaluation and roadmap development

• Ensure Standard Operating Procedures and Knowledge base documentation are reviewed, stored and up to date.
• Understanding the broader technical landscape and organizational strategies
• Develop and recommend technical roadmap goals, timelines and assessing feasibility in line with strategic vision and goals
• Partner with key vendors to support existing and new services and products

Technical expertise

• Expert in user support (service desk) leadership function.
• Advanced knowledge in technology and best practices to support the credit union associates such as end-user hardware and peripherals, Microsoft products or Credit Union / Banking applications.
• Provide sound and effective recommendations as potential solutions and when conducting vendor evaluations
• Serving on tactical solution design teams, developing possible technical strategies and corresponding evaluations

Managing 

• Aligning internal procedures and processes to established policies and directives from senior management and governance committees
• Overseeing and maintaining communications practices that both inform and report on the efforts of the technology team
• Selects, develops, motivates and coaches associates to achieve credit union and department goals and objectives; includes cross training of associates.
• Manage, develop and oversees a team of service desk, field tech representatives and analysts. 

• Engages in consultative partnerships with internal associates at all levels to provide feedback to technology team and project management team on technology opportunities 
• Design, develop and implement career path and development programs to attract and retain qualified associates. 

OTHER DUTIES: 

The preceding functions have been provided as examples of the types of work performed by associates assigned to this job classification.  Credit Union Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified associates can perform the essential functions of the job.

1. Ability to commute to Orange County’s credit Union member facing teams as needed

• Performs other work-related duties as assigned.
• May be a disaster recovery team member or take directives from a disaster team recovery member.
• Ability to lead a Network Operation Center (NOC) if needed

QUALIFICATIONS:

Experience/ Training/ Education:

• Bachelor degree in related field or equivalent knowledge of at least seven years’ experience in a similar role, implementing and managing various strategies and architectures that improve the efficiency and visibility into the underlying business processes and needs. 
• Minimum seven years of management experience in medium to large enterprise environments with a mix of technologies, ITSM processes, distributed user populations and modern technologies is required.
• A firm understanding of basic security principals, separation of duties and general risk and business awareness is needed. 

Knowledge/ Skills/ Abilities:

• Advanced knowledge and understanding of IT service management practices and ITIL processes . ITIL certification a plus.
• Ability to drive Incident Response in case of major outage and communicate on resolution updates at every level of the organization
• Thorough understanding of state and federal regulations as they relate to payments systems, personal information and financial services
• Knowledge of credit union rules, regulations, and policies.
• Effective communication skills both verbally and in writing and excellent telephone manner.  
• Ability to speak and hear to give and receive instructions and information to others in person and over the telephone. Other language skills helpful.
• Must have personal computer skills and be proficient with Microsoft programs at an intermediate skill level. 
• Ability to accurately perform mathematical calculations.
• Ability to create and maintain accurate reliable records.
• Requires good memory, knowledge retention skills and ability to multi-task, prioritize projects and duties effectively. 
• Requires excellent follow-through skills, member relations skills, and sound business judgment.
• Ability to interface in with others in a positive and professional manner.
• Goal-oriented with a desire to work in a fast-paced and results-driven environment.
• Demonstrates ability to work independently and be self-directed when necessary as well as the ability to work and accomplish goals in a team environment 

ASSOCIATE EXPECTATIONS:

• Connect, Discover, Deliver & Wow components in every encounter with internal and external members, creating extraordinary experiences. 

• Exhibits the Leaders at All Levels concept of Leading yourself, Leading Up, Leading across Teams, and Leading the Team.  
• Utilize personal Strengths to contribute to the Team and the Credit Union success, and exercise awareness of, and utilizes the strengths of others. 
• Possesses knowledge of, and complies with Bank Secrecy Act (BSA)

• Effectively conveys information.  Communicates with immediate supervisor and the team keeping others advised of progress and/or situations.  
• Displays behavior that matches the value of Mutual Respect by relating favorably at all levels within the organization.
• Supports and contributes to the credit union’s strategic plan, mission, vision, and values.
• Maintains good housekeeping, safety and security measures.
• Displays professional appearance.
• Utilizes stress in a productive manner and works well under pressure.  
• Cooperates with supervisor and with other credit union associates.  Projects good will and a positive credit union image.
• Complies with all Orange County’s Credit Union policies, service standards, safety standards, procedural guidelines, and regulatory compliance, and completes all assigned training. 
• Has regular and predictable attendance which is essential.
• Cares for equipment and follows proper guidelines for use.

LEADERSHIP:

Undertakes continuous self-development of both functional and leadership skills. Focus and evidence of development in the following:

• Thinks strategically
• Executes for results
• Leads talent
• Develops personal proficiencies
• Fosters a shared equity of power
• Is self-regulating and has strong impulse control
• Exercises emotional intelligence
• Facilitates, not controls
• Inspires commitment
• Exhibits business financial acumen 

Physical and Environmental Elements:

• Vision sufficient to read instructions, procedures, source documents, reports, files, and information on video display terminals.
• Manual dexterity to write and operate a variety of office equipment, including a personal computer. 
• Ability to speak and hear to give and receive instructions and information to others in person and over the telephone. Other language skills helpful.
• Body mobility to move to and from different work areas to access materials to perform the essential functions.   
• Ability to bend and stoop to reach files/shelves including the strength to lift and carry materials up to 20 pounds, also to pull and push open file cabinet drawers.  Ability to sit or stand for prolonged periods of time.
• Position may require working evenings, Saturdays, weekends, and early mornings.

The targeted salary range is $103K to $115K Annual. Final offer will be determined based on experience, education, training/certifications and specialized skills.

We perform thorough background checks, credit checks and pre-employment drug screening. EOE