ResponsibilitiesService Delivery & Operations
- Oversee the delivery and management of technology services, ensuring agreed service levels are met for all IT operations and support functions
- Monitor network, system, and application health using enterprise-grade tools to ensure uptime and performance
- Lead the response to service incidents and major outages, acting as Major Incident Manager when required, and coordinate resources for rapid resolution
- Lead post-incident reviews, root cause analysis, and service improvement initiatives
- Deliver clear, executive-facing communications regarding service status, incidents, and improvement initiatives
- Maintain and update knowledge base articles and incident documentation for consistent service delivery and onboarding
IT Asset & Vendor Management
- Manage the full lifecycle of IT assets (hardware and software), including acquisition, deployment, maintenance, and retirement
- Maintain accurate inventories and analyze asset data to identify trends, risks, and cost-saving opportunities
- Liaise with vendors to negotiate contracts, monitor performance, and ensure timely delivery of services
Continuous Improvement & Compliance
- Develop and implement service delivery policies, procedures, and best practices in line with ITIL/ITSM frameworks
- Conduct regular reviews of incident handling, asset management, and service performance for process optimization
- Ensure compliance with regulatory, security, and audit requirements for IT operations and service delivery
Qualifications- Bachelor's degree in Computer Science, Information Technology OR minimum 5 years in IT service management or operations
- Strong knowledge of ITIL/ITSM processes and service delivery management best practices
- Experience with ITSM platforms (e.g., ServiceNow), monitoring tools, and asset management systems
- Demonstrated ability to manage multiple priorities, incidents, and projects simultaneously
- Excellent verbal, written, and interpersonal communication skills
- Strong ability to troubleshoot and identify issues
- Strong ability to analyze current procedures and processes for improvements
- Strong ability to manage the lifecycle of HW and SW assets
- Strong knowledge and understanding of software contracts, license types and software entitlements
- Strong technical proficiency in the use of MS Office including Visio, PowerPoint, Publisher, SharePoint
- Certifications preferred: ITIL Foundation, CompTIA Network+, CCNA, or similar
The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.
