IT Service Delivery Manager

Fulton Financial   •  

Petersburg, PA

Industry: Business Services


11 - 15 years

Posted 349 days ago


Responsible for the effective delivery of technology services to the corporation. Responsible for architecting, designing, deploying, servicing, and maintaining technology systems for the corporation. Ensures that technology delivery mechanisms are consistent with the state of the industry and ensures they are kept up to date. Supports the execution and delivery of solutions developed and managed by other areas within IT, for example, Business Service Management and Data Management. Responsible for the effective execution of information security operations to protect the corporation's information assets. Manages performance through the development and management of Key Performance Indicators, Key Risk Indicators and costs to drive ongoing improvements in service delivery performance. Participates as a member of the IT Service Delivery management team to ensure effective collaboration, communication. Performs risk management duties in accordance with governance structures to effectively mitigate risk.


Essential Duties

  • Provides leadership, direction, coaching, management and technical expertise to any or all of the various talent pools within the Information Technology Service Delivery vertical. This includes Service and Support, Security Operations AD Administration, Network and Systems Engineering, Systems Administration, Telecommunications, and Information Technology Purchasing. Participates in the strategic planning process for Information Technology Service delivery and in the development of an annual operating plan. Responsible to ensure that the Annual Operating Plan is carried out according to strategy.
  • Technology Delivery and Performance Management. Responsible for the overall health and wellness of the corporate network and technology delivery mechanisms. Develops and ensures the achievement of Service Level Agreements, performance metrics, Key Performance Indicators, Key Risk Indicators and customer satisfaction. Ensures the effective service and support of the technology environment including support desk, and all tiers of support. Researches the market for emerging technologies that allow for innovative forward progress. Functions as a liaison to key vendors and effectively monitors vendor service levels. Develops process according to best practice and monitors to ensure adherence. Ensures system uptime in accordance with Key Performance Indicator performance goals. Ensure that systems and services are maintained according to established standards. Responsible for the application of authoritative standards.
  • Security Operations Management. Responsible for various facets of executing information security related operations. This may include executing security strategy as defined in collaboration with Information Security Officer, ensuring all security systems are maintained and operating properly, overseeing the remediation of any known vulnerabilities, and managing identity and access management.
  • Responsible to lead or participate in all risk management related activities relevant to this role. Participates in risk assessments to identify areas for improvement. Develops and oversees the testing of disaster recovery plans. Monitors the environment to identify ongoing risks. Enforce technology governance model including effective change control and configuration management. Design and application of controls and monitoring to mitigate risk. Policy and Procedure development and maintenance.




BachelorDegree or equivalent experience. Specialty: Relevant degree pertaining to the essential duties of this role. (Required)


5 or more years Supervisory management. (Required)

10 or more years Technology management. (Required)

Direct management experience in a service delivery environment. (Preferred)

ITIL certification. (Preferred)

Requisition ID 2017-8220