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Technical Service Delivery Manager

Req #: 180034852
Location: Tampa, FL, US
Job Category: Technology
Job Description:

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at  

The firm is on a journey to transform the way we deliver technology while continuing to foster a strong controls environment. A key enabler of this transformation is a deep understanding of the critical processes and underlying technology responsible for delivering our core products and services. The Business Process Engineering (BPE) function supports this transformation by driving firm wide understanding of the flows of connected business activities and related technology services.

The BPE function works across businesses and functions, and spans systems, employees, partners, and customers. By leveraging a combination of discovery, assessment, and automation techniques, the function provides overall management and transparency of the firm’s critical business services and related processes.

JPMorgan Chase (JPMC) is looking for an experienced individual to serve as the Technical Service Delivery Manager for this transformation initiative and operate with primary accountability for driving service adoption across the firm. The position will report to the Head of Business Process Engineering and will partner with business leaders, operations managers, technologists, and functional partners from across the Lines of Business.


Key Responsibilities:

·         Providing leadership for defining, documenting, and maintaining operational intelligence of the firm’s critical business processes and system topology

·         Supporting key risk management efforts across the firm’s technology ecosystem, including resolution and recovery planning, risk & control assessments, regulatory examinations, and audits

·         Partnering closely with business and technology stakeholders providing clear guidance to manage risks while enhancing critical business processes and related services

·         Promoting innovative improvements across the critical processes which drive process efficiency, control optimization, and improved client experience

·         Leading a team of process engineers responsible for validation and enrichment of business process flows and underlying data

·         Operating with a strong commitment towards continuous improvement


·         10+ years of leadership experience working across technology and business aligned functions –financial services industry is preferred

·         Solid experience working with front office businesses to strengthen controls and improve overall business processes

·         Excellent organization and presentation skills

·         Superb communication skills with the ability to succinctly articulate complex issues

·         Exceptional transformational leadership qualities:

o   Challenging status quo and forthcoming with ideas to critique

o   Understanding relevant levers for driving wide scale change

o   Exerting the right balance of control and consensus to build credibility

o   Understanding key elements of organizational design

o   Challenging with tact and diplomacy to ensure behaviors support the desired culture

o   Winning support easily by providing structure and sound rationale for ideas

·         Proficient in translating business requirements into functional requirements and technical specifications

·         Strong customer focus


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