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Director, Workplace Service Delivery

Company: Valley Bank
Location: Wayne
Posted on: January 15, 2022

Job Description:

The Director of Workplace Services Delivery will accelerate our technology function to meet our business goals, maximize the business value from our information technology investments and unleash overarching innovation for our organization, employees and customers. Responsibilities include but are not limited to:

  • Define and deliver strategies and solutions for Workplace Services organizational transformation, including the Digital Workplace vision, roadmap and governance model.
  • Assess the maturity and address the true business needs related to mobility, collaboration and self-care, while ensuring performance and cost efficiency.
  • Partner with Technology Operations leaders as well as Technology Services Group leaders on design and delivery of digital technologies; leveraging self-service models and the service desk to establish an agile customer interaction layer, while preserving legacy foundations for transactional processes.
  • Assist with Valley's digital transformation and transition to service delivery framework within the Workplace Services pillar. Work with 3rd party providers in drafting, creating and setting service delivery governance. Coordination with multiple project team members to ensure delivery against agreed-upon requirements for Workplace Services pillars and interests.
  • Collaborate closely with Head of Technology Operations, CTO organization, CISO, and Business stakeholders to ensure seamless transition and delivery of IT services.
  • Assist in the service transformation to enhance operational excellence through continuous improvement.
  • Responsible for the end to end quality of service delivery to customers for Workplace Services pillar.
  • Responsible for introducing and shaping the Service Management mindset within Workplace Services. Know the product and service. Understand the best use and reflect all relevant information in the service. Understand the cost of service. Ensure the understanding the overall health of services provided. Understand the consumers: Conduct regular user research, before and after delivery, including strategy, needs and expectations. Constantly evolve: Create a periodic plan (quarterly) for updates.
  • Keep abreast of industry trends, review technologies and evaluate for effectiveness. Contract Management for Workplace Services Pillar:
    • Owner of Service level contracts, ensuring SLA's are met, and any contract breaches are enforced.
    • Establish proper level of governance with the vendor partner - ensuring weekly, monthly and quarterly review sessions.
    • Understand all aspects of contract renewals, extension.
    • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed through contract language.
    • Evaluate services to determine what is deemed to be core service and whether to support internally or a service with an opportunity to scale externally.
    • Evaluate risk, dependencies and other factors associated with externalizing / internalizing these services. Budget:
      • Manage financial aspects of the managed services contract against budget.
      • Prioritize budget items based upon performance and delivery of the services. Service Delivery:
        • Ensure overall quality of delivery, ensuring client satisfaction.
        • Engage with business partners to evaluate service effectiveness, performance, issues and challenges. Review metrics to gain insight on added value through IT services.
        • Continuously align the contracted service levels with changing requirements of the business unit.
        • Ensure problem areas are being focused on with proper solutions, and measured through tracking service metrics. Ensure availability and uptime of all VNB Applications. Ensure projects are continuing time and in good order. Continuous Improvement:
          • Continuously survey the customer base to understand areas of opportunity, value, needs, gaps.
          • Document and Track areas of innovation, automation, scale.
          • Review areas of service and improve or add as needed.
          • Establish service improvement activities when required.

Keywords: Valley Bank, Wayne , Director, Workplace Service Delivery, Executive , Wayne, New Jersey

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