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Global Technology Infrastructure Service Manager

Req #: 170108074
Location: Jersey City, NJ, US
Job Category: Technology
Job Description:

The Global Technology Infrastructure (GTI) Service Management Office is a new and foundational global function, working across GTI towers and implemented through the formation of a small team within the iCTO organization, as a direct outcome of the on-going Service Management Framework program. The team manager will be responsible for the initial startup, scoping, communications and implementation of the Service Management Lifecycle and Assessment process and the on-going maintenance of the GTI Service Portfolio. Subsequently refining and enhancing the process, tools, communications and the Service Portfolio, and using the assessments to help identifying and drive opportunities for the continued evolution and improvements to the services. The team will also continually Improve the reporting to the Service Board to increase the effectiveness of the Service Board as a decision making forum.

  • Ownership and maintenance of the official GTI Service Portfolio
  • Reporting Program, Service and Service Portfolio progress and changes to stakeholders including the Service Board
  • Driving adoption and tracking compliance to the IT Service Lifecycle for all GTI services/towers
  • Monitoring and driving remediation for non-compliant components
  • Help define, on-board and maintain the System of Record and associated toolsets
  • Facilitating user forums across Service Owners including training materials
  • Gain a Strategic view of GTI IT Services and their support of the wider GTI Service Strategy
  • 10+ years of experience in Technology and preferably within the finance sector
  • Knowledge of IT Service Management frameworks and the management of IT Services
  • Experience working within a global organization, ideally one that is mature at managing its IT Services
  • Experience in driving global improvement programs
  • Experience at working both independently and matrix managed in a team-oriented collaborative environment
  • Strong experience with a range of tools and applications (e.g. Excel, Sharepoint, analytics tools, etc)
  • Strong communications and influencing skills at all levels of the organization, working dynamically across global and diverse teams
  • Comfortable executing against recommendations and plans by overcoming barriers and resistance
  • Ability to build strong relationships and leverage people network throughout the firm
  • Knowledge of GTI’s products and Services would be beneficial
  • Knowledge of the firms Risk and Controls Policies is desirable
  • Knowledge and experience of Development practices and tools would be helpful but not essential
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