Technical Experience Manager

Salary depends on experience
Posted on 05/22/18
Quincy, MA
5 - 7 years experience
Accounting, Finance & Insurance
Salary depends on experience
Posted on 05/22/18

Job Description:   

This Technical Experience Manager position is predominantly customer facing with a particular focus on bridging technology & business gaps for State Street (STT) participants.  The individual is responsible for fostering business technology relationships in support of STT volume growth. 

Strategically, the position will constantly support & seek to improve client and business aligned technology service through constant cycles of agreement, execution, monitoring, reviewing and reporting.   The position will be in a constant state of evolution in direct alignment with STT’s Technology Strategy, Enterprise Initiatives and Corporate Goals.

Key Accountabilities:

Customer Technology and Service Relationship Management

  • build, maintain & advocate technical account relationships w/ key market participants
  • partner with and directly support the Global Relationship Manager
  • Advocate for, support & build STT frameworks such as Design Thinking, Lean, Agile, etc.
  • Provide leadership, oversight and collaboration of client service delivery
  • Provide leadership, oversight and collaboration of client service support
  • continuously assess value of technology services with key market participants
  • contribute to service improvement policy & processes for key market participants
  • responsible for documenting client end to end environment and ensuring transparency to all internal teams as appropriate
  • responsible for constant iteration & development of tools, goals, process, measurement, collaboration, training, communication and standards for client Technical Experience Management
  • relentlessly drive to satisfy key customer experience outcomes with STT Clients

Business Technology Liaison

  • manage and maintain STT Client Experience data/information/insights repository
  • provide periodic status reporting to management, ensure all reports are available and transparent as appropriate
  • derive and represent customer requirements for technology services
  • identify/quantify/escalate business and application functionality issues
  • ensure timeliness of issue resolution across technology subunits
  • directly support STT Business Development/Sales representing STT technology

Vendor Coordination

  • coordinate vendor activities within STT process framework
  • build, maintain and advocate relationships with key market vendors on behalf of STT business management and participants
  • report on market vendor activities & participant consumption in the STT Markets
  • manage vendors strategically by measuring and acting on existing service level frameworks and manage vendors tactically during issues affecting participants
  • manage vendor costs and contracts for STT

Required Experience

  • Minimum 5 years financial industry technology experience directly supporting business units. 
  • Experience leading & participating in large scale technology projects
  • Experience leading or participating in business development efforts
  • Experience leadingfinancial industry service &supportmanagement organizations

    Required Skills

  • Strong understanding of the financial industry and various market models
  • Project Management, ITIL or Design Thinking skills required.  Certifications highly desired
  • C-Level management interaction ability, particularly CIO/CTO
  • Highly proficient verbal and written communication skills
  • Strong negotiation & collaboration skills
  • Self-motivated team player with the ability to work with no supervision
  • Highly proficient with Microsoft Office applications including Word, Excel, Outlook, Project and Visio
  • Ability to create and present quality business presentations and Ux presentations
  • Ability to create detailed network, application connectivity & data flow diagrams
  • Ability to analyze business & technology volume data
  • Ability to multitask in highly volatile & dynamic environments

R-569629

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