Citizens Bank Colleague Technology Service Delivery Manager in Cranston, Rhode Island


The Colleague Technology Services Delivery Manager performs a critical role in implementing and delivering the end user tech strategy. This is a senior role within the Colleague Technology Services department and offers the opportunity to lead the evolution of end user computing technology across the enterprise. This position is specifically accountable for availability and performance of end user compute services, although other technologies may be included over time. Reporting to the Infrastructure Manager – Colleague Technology Platform Services, you will build partnerships with the infrastructure IT team, the user community and external partners. Our service delivery functions are provided by an outsourced third party, you will deliver results in an environment where direct control is provided by the third party, and this position manages operational levers provided by the service contracts and SLAs. The principal peers of this role are the Colleague Technology architecture lead, platform and endpoint service delivery managers, service desk management, and governance and risk management.The ideal candidate has experience in IT end user technology and strong leader who will measure and report on success and deficiency in the service related to business outcomes and ensure such deficiencies are addressed immediately. As Citizens is a regulated financial institution, you will be asked to demonstrate your ability to operate in an environment with significant regulatory scrutiny both internal and external to the company. The Colleague Technology Service Delivery Manager applies their expertise across all aspects of the end user service design framework to deliver a superior colleague experience which is scalable, sustainable and supportable.Technology Scope of PositionColleague technology is comprised of end user compute, collaboration, and directory services domains. The focus of this position is the operations of application server platforms which deliver the management and operations of traditional and virtual Microsoft and Apple operating systems (Windows 7/10, macOS, iOS), devices such as laptops, desktops, tablets, mobile phones, printers, thin clients, collaboration systems, and peripherals: Citrix, XenApp/Desktop, MDT, WSUS, Altiris, Lumension, Flexera, BlackBerry, Jamf. Primary ResponsibilitiesAccountable for delivery of all services within the assigned technology portfolio, maintaining operational availability and performance to the defined service levels.Actively manage the operational availability and performance of services by maintaining an end-to-end service mapping across business lines and vendors, identify underlying risks, oversee changes, and drive service improvements by analyzing KPIs and SLAs.Fills the role of application owner for the technology scope including delivering operational metrics, oversight of disaster recovery testing, user entitlement reviews, and audits.Collaborate across the organization to ensure the operational integrity of the services through their life cycle.Indirectly manage approximately 10-20 including contractors, consultants and leaders from strategic outsource partners, sometimes shared with other functions.Accountable for the day to day delivery of end user compute services to over 20,000 colleagues, key partners, and external suppliers.Develop and maintain appropriate processes and documentation within the group’s ITIL-based service design framework.Closely partner with peers to ensure colleague experience and service design best practices are delivered across the plan/build/run/refresh/retire lifecycle.Partner with finance, sourcing, risk, legal, architecture and engineering to create RFI/RFP, master services agreements, statements of work, and other formal contract documents.Direct internal and external staff handling critical incidents, outages and root cause analysis.Maintain current knowledge in end user market trends and participate in industry workgroups as needed.Occasional night and weekend work may be required to drive incident management or off-hours changes.


10+ years in an information technology role, with 5+ years of experience in a role managing outsourced partner relationships and service delivery.General knowledge of the technology scope with proven strength in Citrix XenApp/Desktop, Windows 7 and 10 management systems. Track record providing mission-critical services in a highly distributed, enterprise-scale, high availability, real-time environment, preferably within a regulated industry.Experience in guiding and focusing teams into a proactive, measured service culture with emphasis on performance management, optimization, and defect remediation.Experience delivering solutions via sourcing partners, development and measurement of SLAs/OLAs, contract creation, budget management.Ability to lead suppliers to design and operate via a mix of internal design frameworks combined with vendor best practices.Experience delivering services within a formal framework including ITIL, Six Sigma, CMM, etc.Bachelors degree, preferably in a STEM discipline. Work LocationNew England region preferred. Flex work allowed. Position primarily based out of Johnston, RI.Why Work with UsAt Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.Equal Employment and Opportunity Employer/Disabled/VeteranIt is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.Equal Opportunity & Affirmative Action Employer Disabled/VeteranCitizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.